Item: Visa Acceptance Solutions (CyberSource)
Rating: 6
Author: Bradley Carpenter

Use Cases and Deployment Scope

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.

Pros and Cons

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

Most Important Features

API connections
Ease to make refunds
Ease of 3rd party vendors to work with them

Return on Investment

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

Alternatives Considered

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.

Key Insights

Do you think Visa Acceptance Solutions (CyberSource) delivers good value for the price?

Are you happy with Visa Acceptance Solutions (CyberSource)'s feature set?

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

I wasn't involved with the selection/purchase process

Did implementation of Visa Acceptance Solutions (CyberSource) go as expected?

Would you buy Visa Acceptance Solutions (CyberSource) again?

Other Software Used

Microsoft Dynamics AX (Dynamics 365 for Finance and Operations), discontinued, Adobe Acrobat Reader DC, Lansweeper

Likelihood to Recommend

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.

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

Overall Satisfaction with CyberSource