While Cybersource is a big player it isn't the most easy to communicate with.
March 24, 2022

While Cybersource is a big player it isn't the most easy to communicate with.

Bradley Carpenter | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with CyberSource

Cybersource is our current payment Gateway for our ecommerce sales. It is also connected to our ERP through a 3rd party ISV. Our various sales channels either connect directly to Cybersource via API's or through our 3rd party connection (Red Maple) and their CyberSource connected API's. We use tokenization, pre-authorizations, charges and refunds.
  • API connections to access tools
  • Searching for customer transactions
  • Issuing refunds is quick and easy
  • Support is not very responsive
  • Reports in the system are cumbersome
  • Site navigation is not intuitive
  • API connections
  • Ease to make refunds
  • Ease of 3rd party vendors to work with them
  • The customer service is frustrating when you are dealing with a time sensitive issue
  • Trying to get communication from someone regarding feature inquiries is very difficult
  • We have been able to setup our sales channels with direct connections, saving time
Cybersource is a decent product but 2 things are driving us to look at others options. First is the lack of customer service. Every issue that requires help is dreaded as you know if will not be an easy process. This tags into the communication access with them. Multiple emails are generally required to get any response. There have been times when we requested information about PCI compliance that they never responded. Second is the cost savings with others processors. Currently we are leaning towards Elavon as their replacement.

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Did Visa Acceptance Solutions (CyberSource) live up to sales and marketing promises?

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For basic users it is probably a good fit. For connecting it's API's are straightforward and most would find it an easy connection to be made. The site overall is just not designed well. When you try to look at transactions a portion of the information is cut of without a scroll bar being added to slide to the fields you would like to see. If you need to see the data on the screen you need to make some adjustments.