Marketing
Global Payments engages in direct-to-customer marketing through its social channels, including Twitter, YouTube, and Facebook. It uses the digital space to promotes its products and services, as well as any industry-related news.
On another positive note, the company as a whole doesn’t seem to use misleading or baiting marketing tactics.
Honesty
Though we noticed nothing overtly deceptive about Global Payments, a number of customers have complained that they were not given clear pictures of their costs or all of the terms of their agreements.
Sales
Global Payments uses independent sales agents. Using this approach often leads to customer service issues. The same rings true here as it has led to several complaints for misleading and aggressive sales tactics.
Though Global Payments doesn’t promote any misleading “starting at” rates, it doesn’t disclose all important terms. Upon reviewing the complaints, it appears most issues originated from resellers. Since different resellers will sell different plans at different rates, merchants will need to negotiate the best offers and not take any verbal agreements as truth. This approach to sales and its log of complaints is enough to make sure that you take caution and read before you sign a contract.
Support
There are several ways to reach Global Payments. New customers can click on the “Request a Callback” box to submit an inquiry form. Staff also is available via phone and email.
Additionally, Global Payments offers numerous resources and documentation in its UK Customer Centre, which offers everything, from facts about credit card processing to merchant news. A help desk line is available for customers who can’t find answers using the centre. Lines are open from 9 a.m. to 6 p.m. Monday through Friday, excluding public holidays.
Staff Education
During our interactions, we found the representatives at Global Payments to be very knowledgeable and confident. They were quick to ask questions but only replied with vague answers. We felt the team was led by an experienced staff.
Staff Interaction
Despite the knowledge of its staff, representatives are not ready to offer up any concrete rates and figures until they know more about your background and business.
Though the staff was pleasant, courteous, and professional, if you want to get to the bottom line, you need to sign up for an account.
Staff Responsiveness
When we emailed Global Payments, we received a response almost immediately. We found this very positive. However, the responses only encouraged us to call sales for additional information. After many efforts, we did reach someone in sales. At first, he was courteous and eager to make the sale, but we started to feel pressured toward the end of the call.
Pricing
Global Payments doesn’t make public any of its fees or rates. You will need to contact Global Payments directly and negotiate a deal that best meets your needs. During negotiations, you will want to ask about PCI-compliance, monthly, special equipment, and per-transaction fees.
Early Termination Fees
Global Payments’ standard contract is three years with a variable early termination fee of up to £358. The agreement is automatically renewed for one year after the initial term, according to Global Payments’ general business conditions. After the original fixed term, you can terminate the agreement by giving no less than one month’s written notice.
Hardware Costs
Global Payments leases point-of-sale terminals and other hardware at unknown prices. According to Global Payments’ terms of service agreement, each rented terminal must be installed within one month of delivery or you are subject to a £150 non-installation charge. If you wish to upgrade or switch models, an undisclosed set-up and administration fee may apply.
