Cayan Review

I switched bank accounts for my Cayan processing. This turned into a nightmare situation. I have sent them multiple documents they have requested, still not fixed. They request the same documents over and over again. Customer service is terrible and incompetent. I'm still sending them papers, been working on this for over 3 months now. This is ridiculous. They suck.

Their customer service is the worst I have dealt with. No one can resolve an issue of Amex funds missing for 2 weeks. Can't seem to be able to talk to a supervisor. Worst ever. Very frustrated!

Stay away from Cayan. They keep charging more fees than you are told and have no customer service.

I had been with Cayan for a two years with no problems, no chargebacks and no customer complaints. I shut down for a year due to health issues. The first of March I applied for a new account and it was approved within a couple days. Then the problems began. It took another 10 days or so to receive my authorize.net credentials and another two or so days to get my account information for the Cayan portal. I was up and running at the end of the month and asked my sales rep (Kevin Andrews) what I needed to do if I wanted to sell at local fairs and flea markets. He gladly signed me up for yet another account with mobile swipe (SwipeSimple) and I got a reader via UPS after a couple more days. I had made sales and received the money just as always then another employee and I inquired about certain products being added to our line (inquiry only - not added to the site). This caused my account to immediately get terminated with no explanation of why and I was told that there was NO appeal and all decisions are final. I called and emailed Kevin Andrews at Cayan - he would not answer or return email. The risk manager that terminated the account would not answer the phone and only returned an email saying those products were high risk. (Products NOT added to site I only made an inquiry). So after spending time designing my site, adding products and becoming visible on search engines, they shut me down with the flip of their magic switch. Why approve me in the first place to run less than 15 days just to get shut down? They should be required to give some sort of explanations into their actions.

I have not had a deposit in 2 weeks. They keep telling me it will be there tomorrow. Look for a better processor. They are wrecking my business. I have to have my funds to operate.

Only have made two transactions with this company and they will be the last. Both times I was told my money would be in my account in 1-2 business days. Both times a week into me calling and trying to find out when they will release funds they tell me I need to send them a copy of the invoice. So they sit on your money and I'm sure are using it to make more money. And then when you have bothered them enough they finally tell you the truth. STAY AWAY!

So I had a refund and was short by $2 dollars so my back wouldn't let it process. I received a n email stating that the refund was not processed and would be re processed in a few days. So I put the money needed in the account and waited...a week later and nothing. So I called them and inquired about the reason. They said since I was a new account the Risk team closed my account since the refund couldn't be processed. A) They did not tell me they closed the account due to this issue. B) I received no other correspondence about the issue. C) They didn't even give me a chance to fix it...which took all of like 4 seconds, before they closed the account. So if you are a new account...or an account in general since I've heard this from established accounts as well, they have a 1 strike rule. Be aware!!!

I have processed a payment of $3,100, and my payment is on hold for 2 weeks already. I was told to send 4 months of statements and invoices of the client. A few days later they needed customer contact information to confirm they authorized the payment, then they need conversation between me and my client which I refused. Then the matter was resolved but the payment has not been released. I called again and I was told that they forgot to release the payment. Today is Saturday and now I have to wait till Monday for the office to open. So basically have to wait another week.

Cayan used to go by the name Merchant Warehouse. The switch to Cayan is the company's strategy to move away from a price-based model to a technology and value-added model. In addition to a new look and logo, Cayan pushes the company's proprietary Genius processing equipment heavily, which boast a suite of features and compatibility with the latest payment methods and security requirements. The underlying payment processing is still handled by First Data, and the pricing your business will receive is dictated by your knowledge of processing fees. Cayan sets its rates and fees on a per-business basis. You may secure competitive pricing if you know the right questions to ask. Of course, an easier way to obtain the most competitive pricing is by using CardFellow free marketplace to let processors compete for your business.