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Review: Braintree

Posted by Wed, 16 Apr 2008 20:58:00 GMT

Zack Chandler (author of the TrustCommerce gem) writes..

“How do you like Braintree? I’ve haven’t used them yet but may in the future…”

Good question. I was actually planning to write up a quick review of their exceptional service because not many people know about them yet. Now is as good of a time as any.

We’ve been using Authorize.NET for over four years as it’s what our primary banking institution hooked us up with when we began researching merchant services. However, they didn’t provide us with some of the subscription-based management features that we found with some other payment gateways and we began referring our customers to TrustCommerce. We planned to switch over to TrustCommerce with the development of Cobalt (our new billing and hosting support platform).

After we began to set milestones for going live with Cobalt, I tried to get in touch with TrustCommerce. I was provided a demo account and really wanted to get in touch with their sales department to get an application.

...a week goes by. No response. So, I tried to contact them again. No response. tried again… and (yet) again… no response. To date, I have yet to hear back from them.

This was echoed by one of our consulting clients that said, “their support staff seems real responsive, but I can’t get ahold of anyone to actually get an account.” So, I planned to start looking at other options or stick with Authorize.NET.

..and then (as if they were listening to my thoughts)... I receive an email from Bryan Johnson, founder of Braintree, a payment processing company.

(snip)

“I am the founder of Braintree, a payment processing company. We provide credit card and electronic check processing, simplified PCI DSS Compliance through remote storage of credit card data, payment gateway/virtual terminal, etc. We’re a one stop shop.”

He goes on to introduce himself and explain that they’re really focused on subscription-based services, which is exactly what our new centralized billing app is handling.

So, since I hadn’t heard from TrustCommerce, I requested a demo with Braintree. We were able to take advantage of the hard work that has put into the ActiveMerchant project, which already works with Braintree. So, our application that we’d been focusing on integrating with TrustCommerce was just a few lines of code away from working with Braintree.

While I’m sure that many people have had great experiences with TrustCommerce (as I did when I worked with their support team while working client projects)... not being able to order an account isn’t doing them any favors.

So, we just launched and now running Cobalt with Braintree as our backend for managing recurring credit card processing. Their customer support has been great so far. In one case, I messed up some security settings and locked myself out and after they saw that I had failed to login a few times, I received a call from one of their support people. I didn’t prompt it… they took the initiative to call me. She said she’d look into it and called me back when she figured out what I had done wrong. :-)

On Monday afternoon, after I announced that we launched Cobalt on my blog, I got a congratulations from another of their developers who congratulated us and wished us the best of success.

So… Zack. To answer your question, “How do you like Braintree?”

My answer is… I think they’re fantastic so far. Their web interface for managing your account could use a few IxD eyes, but we like that it’s minimal and most importantly… the core functions of their product appear to be working great. Our team has now talked to roughly 5-6 different team members at Braintree and have nothing but great things to say about those interactions. Great customer service that definitely seems to echo that they want their customers to be successful and are here to do what they can to provide us with the tools we need to fulfill our goals.

I only wish that we had the same service from all of our vendors.

Bryan, thanks for introducing yourself. You have a great team.

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