Disappointing to say the least

In March 2024, we started evaluating Billwerk as a new payment gateway for our existing webshop because they offered so many more international payment methods than our existing gateway at the time. The onboarding went great and with good support, even though the onboarding to PPRO (their subcontractor that actually handles many of the payment methods) took over 6 weeks. During this time, we did not use Billwerk as our payment gateway because we wanted to wait for PPRO to come through before getting into the technical details.

In early May, we started to actually look at Billwerk’s WordPress/Woocommerce plugin and realized that there were several issues. While we were trying to figure these out on our own, version 1.7.2 of their plugin was released and immediately broke our test site due to a compilation error. We emailed their support team and received no response for two days. When we called them, we finally got a supporter who couldn’t really help us, but asked us to send another email. We sent another email with all our concerns, filed bug reports on www.remarpro.com and on github.com, but received no response that would have included a workaround, a temporary solution, anything useful… Using Billwerk with a live shop in this situation would likely have mean’t unsupported downtime, which we find totally unacceptable.

And even though some of these issues were fixed in subsequent bugfix releases, no one ever followed up with us. No one ever responded to our issues on www.remarpro.com or github.com.

Final note: In late July, after paying for their services for 5 months without even using them once (and never even complaining about that), we finally gave up and dropped Billwerk altogether.
For what it’s worth, they canceled our account within 24 hours. Cynically enough, they got that down, at least.

Our favorite response from the support team in one of our phone calls: “We have 5000 customers, we can’t respond to every problem.”

Our favorite response from the sales team in one of our phone calls: “Well, this isn’t our fault, Woocommerce is really unrealiable. You should migrate your whole shop to Billwerk!”.

I really don’t have a lot of praise for Billwerk at this point and give 2 stars because their backend seems to work well and their support works well during the on- and off-boarding process.

• This topic was modified 2 months, 1 week ago by develobaby. Reason: Rating wrong and a typo