Look elsewhere!

Based on 6 months of experience of trying to run our website with Cart66, I would recommend you not give them even the slightest consideration for shopping cart or membership functionality. We spent hundreds of hours – multiple hours per day – finding workarounds to Cart66 problems, that could otherwise have been spent on building our business.

There is absolutely no level of urgency on their part to resolve support requests. Zendesk is their only form of support . Often – when reporting functional problems with their software or data download formats via Zendesk – they ignored requests for up to three weeks without a response. They repeatedly ignored requests for telephone support on critical problems with their software. On multiple occasions they gave us incorrect answers to questions about how their software works. These caused us untold hours of customer service issues and brute-force data manipulation.

They promote the fact that they integrate with iDevAffiliate for affiliate processing. Well, they do – unless yours is a subscription product that requires recurring billings and commissions. They can handle initial orders OK – but the transfer of information to iDevAffiliate for recurring commissions is sporadic. Sometimes it works, sometimes it doesn’t. And there is NO WAY to cross-reference renewal payments with affiliate commissions, because they don’t show you anywhere the two key fields the interface requires – order number and TCP/IP address.

Their data downloads were a disaster. Subscriber, member and order information had inconsistent data from one column to another; and multiple rows per order of unnamed (and seemingly useless) data. So it would involve hours of torturous cleanup before downloaded data was usable for anything.

There is absolutely no reporting capability that allows a customer to glean an answer to questions like:
o What was our income last month?
o What percentage was from new subscriptions and what percentage from renewals?
o What will I gross from subscription renewals next month, assuming no cancellations?
o How many new orders came in over a defined period?
o How many of each product type have been sold?

They suggested we use Google Analytics for financial reporting. That represents a fundamental misunderstanding of the purpose of Google Analytics, and a poor response for lack of such a fundamental capability as financial reporting.

When their interface to Paypal appeared to be working improperly, they suggested we move to Stripe rather than help us with the problem. We were getting 75% failure rates for renewal payments. Paypal said they weren’t passing the billing address for the credit card.

When I submitted support tickets and got no response – for weeks – I got notification that they were closing out the tickets because they hadn’t heard from me.

Cart66 software and support is a disaster. My recommendation is to avoid them like the plague. We made a big investment in Infusionsoft just to get away from Cart66. As a new business, that was financially painful. But it gave us peace of mind we never had with Cart66.