FastSpringReviews of fastspring.com

The fees are quite high for the service they provide. Platform is stable but customer service is slow.

The people at Fastspring have responded quickly to my inquiries about tax being added to my order, confirming that it was not to be added. Having confirmed that, and receiving a refund of the tax, and after confirming a second time that the tax would not be added to my future orders--- I received an automatic withdrawal for the original amount including the tax. As the case had been closed I could not easily respond and had to go back through their whole website complaint process, including looking up invoice numbers, dates and trying three times to find the right place to complain to-- each wanted information that I could not supply. I am not impressed with the amount of time I have spent to straighten out what should have been a simple problem.

Much worse support since 2018. For example, orders through credit cards stopped going through on Friday Oct 9. Reported the issue to support as urgent on Oct 9. As of Oct 12 no reply from support team at all. Customers with insufficient balance on their card cannot retry for 2 days. For example, if I'm a customer and want to buy your product. I try to pay on Oct 12 and my transaction fails. FastSpring won't allow me to try again until Oct 14. Asked the support to lift the limit for a customer who filled up card balance and want to try again. The support engineer denied by saying they don't do micromanagement of orders. Support was great before 2018.

I've been using FastSpring for 10 years and never had a complaint. Whenever I needed assistance, they were prompt to reply. However, now I'm building a new website, it's all ready for release, except for the FastSpring integration. For that, I need the support team to create a new store associated with my account. According to the FastSpring documentation, the procedure to create a new store cannot be done by the user (me), it must be requested with a ticket, and so I did raise one. This is when everything started to go wrong: 1. Requested a new store (ticket 00842752, in case anyone from FastSpring is reading) 2. They took 30 hours to reply and asked me what name should they use for the store's url. I wished they they mentioned that in documentation, so I could provide the information up front when I submitted the ticket. 3. Anyway, I replied immediately after receiving their email. 4. They took an additional 10 hours to finally create the store (a total of 40 hours since I asked). Due to the slow response provided, I had my development paralyzed for two whole days. While I was waiting, I found it particularly distressing the fact that there is no phone number or way of contacting them to file a complaint. That is why I had to come here, in the hope that someone would listen. I must say that only 3 hours after my post here, the store finally got created. Coincidence? Or is someone from FastSpring reading this? For the time being, I'll leave the review with 2-stars, there's still a lot to be done during the setup of the store. I'll update the rating once the process is finished.

Too many credit card chargebacks. FastSpring has a clause in their contract that says you indemnify them on chargebacks. You pay all costs and they still get their cut. So, they won't file counterclaims at all. The Mellenials are seeing through this as fraud chargebacks are easy refunds. All our chargebacks have been Mellenials. I look them up on Facebook each time. I found another company and will see how it goes. I really like FastSpring in all other ways. Steph