Durango Merchant Services Review

Since its establishment in 1999, Durango Merchant Services has become a top provider of high-risk merchant accounts. The business focuses on providing custom payment processing solutions specifically designed for industries like travel, telemarketing, and online gambling, which are considered high-risk. Based in Durango, Colorado, the company has gained a solid reputation in the last twenty years for its excellent customer service and cutting-edge technology. Lets read more about Durango Merchant Services Review.

Company Overview | Durango Merchant Services Review

Durango Merchant Services was founded in the year 1999. The company’s vast experience has allowed them to gain a thorough grasp of the high-risk payment processing industry, enabling them to provide secure and dependable solutions to their clients. The company focuses on high-risk merchant accounts crucial for businesses dealing with regular chargebacks and fraud. Durango offers customized services to help these businesses operate smoothly and securely, utilizing advanced fraud detection tools and dedicated account management.

The headquarters of Durango Merchant Services is located in Durango, Colorado. From this base, the company manages its operations and supports a wide range of clients both in the United States and internationally. Although individual key executives are not highlighted, the company’s leadership is recognized for their skill and dedication to serving customers. For more than 20 years, the executive team has led Durango’s expansion and upheld its good standing through a dedication to transparency, innovation, and client happiness.

Durango Merchant Services stands out in the industry due to its focus on high-risk accounts and its ability to navigate the complexities associated with them. Their services are designed to provide peace of mind to business owners, knowing that their payment processing needs are handled by experts​.

Services Offered

Durango Merchant Services offers a comprehensive range of payment processing solutions tailored to meet the needs of high-risk merchants. Their services ensure that businesses, regardless of their risk category, can handle transactions securely and efficiently.

Credit Card Processing

Durango Merchant Services facilitates major credit and debit card transactions, ensuring that businesses can accept payments from all major card networks, including Visa, MasterCard, American Express, and Discover. They offer portable card readers and payment applications that allow merchants to accept payments wherever they are, improving flexibility and convenience. Durango provides physical point-of-sale (POS) systems for traditional stores that are EMV compliant and can also accept contactless payments like Apple Pay and Google Wallet. Additionally, their integration with QuickBooks and other software ensures seamless accounting and financial management.

Ecommerce Solutions

Durango’s ecommerce solutions are robust and versatile. The Durango Pay™ ecommerce gateway is a standout feature, offering a virtual terminal for online transactions and recurring billing options. This gateway supports shopping cart integration and provides API-based options for developers, making it easy for merchants to set up and manage their online stores. Batch processing capabilities and a secure customer vault for data storage add layers of efficiency and security to the ecommerce operations.

ACH & E-Check Processing

For businesses that prefer or need to accept electronic checks, Durango provides ACH and e-check processing services. These allow merchants to accept payments via phone, mail, or online, ensuring quick fund transfers and the ability to send electronic receipts. Integration with popular third-party shopping carts like WooCommerce and Shopify further enhances the flexibility of their payment solutions.

Cryptocurrency Processing

Durango distinguishes itself by providing cryptocurrency processing services, allowing merchants to receive Bitcoin, Ethereum, Litecoin, and various other cryptocurrencies. This service assists with cross-border transactions and offers liquidity protection, guaranteeing that merchants can effectively handle their funds. Decreased transaction costs and no chargeback risk are key benefits of this service.

Fraud Prevention and Chargeback Management

Security is a top priority for Durango Merchant Services. They employ advanced fraud detection tools and EMV 3D Secure 2.0 technology to protect merchants from fraudulent transactions and chargebacks. These tools help mitigate the risks associated with high-risk transactions, ensuring that businesses can operate securely.

Point-of-Sale Systems

Durango provides a variety of POS systems, including mobile and wireless terminals. Their Dejavoo wireless terminals and mobile PIN pads offer flexibility and convenience, allowing merchants to process payments anywhere within their store or on the go. These systems are designed to be user-friendly and reliable, supporting a seamless transaction experience.

Durango Merchant Services’ comprehensive range of payment processing solutions makes them a reliable partner for high-risk businesses seeking secure, efficient, and versatile payment options.

Pricing and Fees

Durango Merchant Services is known for its flexible and transparent pricing structure, which is essential for high-risk merchants who often face higher processing costs due to the nature of their businesses. Here’s an overview of their pricing and fee structure:

Explanation of Tiered Pricing Model

Durango offers a tiered pricing model that categorizes transactions into different tiers based on risk and type. This structure usually consists of three levels: certified, semi-certified, and uncertified. Qualified transactions are the ones that satisfy all the requirements established by the credit card processor and incur the most affordable fee. Transactions that are mid-qualified, like those with rewards cards, might not fulfill all criteria and are subject to a higher rate. Non-qualified transactions, including international or corporate cards, incur the highest rates.

Typical Costs for Various High-Risk Industries

High-risk industries such as travel agencies, telemarketing, online gambling, and adult entertainment typically face higher transaction fees due to increased risk of chargebacks and fraud. For example, a travel agency might pay a processing rate of 1.35%, while a telemarketer could pay around 1.25%. These rates can vary significantly based on the specific risk profile of the business and its transaction history.

Customizable Pricing Options

In addition to tiered pricing, Durango Merchant Services offers interchange-plus pricing, which is often more transparent and cost-effective for many merchants. This pricing model includes the interchange fee set by credit card networks plus a fixed markup by the processor. This structure allows merchants to see exactly how much they are paying to the credit card networks and the processor, promoting greater transparency.

Transparency and Potential Hidden Fees

Durango is dedicated to ensuring transparency in the pricing it offers. Nevertheless, like all other merchant service providers, hidden fees can still be a possibility. It is recommended for merchants to carefully examine their contracts and inquire about any possible extra fees, including monthly charges, PCI compliance fees, and early termination fees.

Rolling-Reserve Policy and Free Sign-Up Facility

For high-risk merchants, Durango may implement a rolling-reserve policy. This means a percentage of each transaction is held in reserve for a specified period to protect against potential chargebacks. While this can impact cash flow, it is a common practice in high-risk processing to mitigate risk. On the positive side, Durango offers a free sign-up facility, making it easier for businesses to start without upfront costs.

Overall, Durango Merchant Services provides a competitive and transparent pricing structure tailored to the needs of high-risk businesses, ensuring they have access to the payment processing services they need while managing the associated risks.

Customer Support

Durango Merchant Services is renowned for its robust customer support, which is crucial for high-risk merchants who often face complex issues and need prompt resolutions. TThe company provides around-the-clock customer support through email, allowing clients to seek help at any hour. During business hours, live agents are available to provide real-time support, enhancing the customer experience by addressing queries and resolving issues swiftly.

One of the standout features of Durango’s customer support is the assignment of dedicated account managers to each client. This individualized method involves merchants engaging with a consistent support representative, creating a better grasp of their specific business requirements and cultivating a solid, supportive bond. This level of personalized service is particularly beneficial for high-risk accounts that require more frequent and detailed assistance.

Customer satisfaction ratings for Durango’s support quality are notably high. Many clients have praised the company for its knowledgeable and responsive support team, which is adept at handling the intricacies of high-risk payment processing. The positive feedback underscores Durango’s commitment to providing exceptional service and support, making it a reliable partner for merchants navigating the complexities of high-risk industries.

Customer Reviews and Reputation

Durango Merchant Services has built a strong reputation in the high-risk payment processing industry, reflected in numerous positive customer reviews. Clients frequently highlight the efficient onboarding process, noting how swiftly and smoothly they were able to start using Durango’s services. Many customers praise the exceptional customer service, particularly the dedicated account managers and knowledgeable support team. Furthermore, Durango’s strong fraud prevention techniques are praised for assisting merchants in reducing risks linked to high-risk transactions.

However, not all feedback is entirely positive. Some common negative reviews mention concerns about hidden fees that were not clearly communicated during the onboarding process. Additionally, there have been occasional reports of delays in customer support responses, particularly during peak times, which can be frustrating for merchants needing immediate assistance.

In spite of these minor critiques, Durango continues to uphold a solid overall standing. The business has been approved by the Better Business Bureau and possesses an A+ rating, suggesting a strong level of trustworthiness and dependability. Moreover, Durango maintains a strong reputation on review websites such as Trustpilot and Merchant Maverick, solidifying its position as a top player in the high-risk merchant account industry. Durango’s dedication to providing high-quality service and ensuring customer satisfaction is highlighted by the positive reviews and top ratings it has received.

Sales and Marketing Practices

Durango Merchant Services employs independent resellers to market its services, a practice that can sometimes lead to higher complaint rates due to variability in sales tactics. However, Durango appears to manage this well, with few complaints related to misleading or aggressive sales practices. This indicates that the company maintains good oversight and ensures that its resellers adhere to ethical sales standards.

Transparency plays a vital role in Durango’s marketing strategy. The company is dedicated to offering transparent and truthful details regarding its services, pricing, and terms. This level of transparency with potential clients fosters trust and decreases the chances of future misunderstandings or disputes. Customers often cite Durango’s clear marketing materials and transparent communication as the main reasons for selecting their services.

Interactions with the Durango sales team are generally positive. Clients often praise the professionalism, friendliness, and helpfulness of the sales representatives. The team’s ability to explain complex aspects of high-risk merchant accounts and tailor solutions to specific business needs is particularly appreciated. This positive feedback underscores Durango’s commitment to providing a high-quality customer experience from the very first interaction.

Integration and Compatibility

Durango Merchant Services excels in providing versatile and comprehensive integration options to accommodate the needs of various businesses. The company offers support for various currencies, making it a great option for global merchants who need to process different transactions worldwide. This characteristic is especially advantageous for companies seeking to broaden their market presence outside of their own country.

One of Durango’s strengths is its seamless integration with various e-commerce platforms and payment gateways. Durango guarantees seamless integration of payment processing for merchants, whether they utilize well-known platforms like Shopify, WooCommerce, or custom-built e-commerce solutions. This compatibility extends to both physical and online sales environments, allowing for a unified and efficient payment processing experience.

Additionally, Durango offers robust API support and a gateway emulator, facilitating an easy transition for businesses switching from other providers. The API enables developers to incorporate Durango’s payment processing features smoothly into their current systems. The gateway emulator makes it easier to switch gateways, allowing merchants to keep their current setup and use Durango’s advanced features.

Security and Compliance

Durango Merchant Services places a strong emphasis on security and compliance to ensure that merchants and their customers are protected. The company is PCI DSS (Payment Card Industry Data Security Standard) certified, which means it adheres to the highest standards of security for handling payment data. This certification is crucial for protecting sensitive information and maintaining the trust of both merchants and their customers.

In addition to boosting security, Durango utilizes various advanced security measures and tools to prevent fraud. This involves the use of EMV 3D Secure 2.0 technology, which adds another level of verification for online transactions without the physical card, decreasing the chances of fraud. The company uses strong fraud detection systems which monitor transactions in real-time, catching and reducing potential risks before affecting the business.

Durango’s commitment to security extends to all aspects of their service. From secure data storage solutions like the customer vault to encrypted devices and tokenization, every measure is taken to protect payment data from breaches and unauthorized access. This comprehensive approach to security and compliance ensures that merchants can focus on their business operations without worrying about the safety of their payment processing systems.

High-Risk Industries Served

Durango Merchant Services specializes in providing payment processing solutions for high-risk industries, which often face significant challenges in securing reliable merchant accounts. The company supports a wide range of high-risk sectors, including multi-level marketing, e-cigarettes, online gambling, travel agencies, adult entertainment, telemarketing, and Forex trading. These industries are typically characterized by higher rates of chargebacks and fraud, making it difficult for them to find accommodating payment processors.

Durango’s capacity to serve these high-risk sectors showcases their skill and adaptability. The customized solutions provided by the company assist businesses in handling and reducing the risks related to their particular industries. This involves offering strong fraud prevention tools, high-level security measures, and personalized customer support to tackle the specific difficulties these companies encounter.

In addition to the explicitly listed high-risk industries, Durango Merchant Services is flexible enough to accommodate various other business types that may not be traditionally classified as high-risk but still encounter difficulties with standard payment processors. This flexibility ensures that even niche markets and emerging sectors can benefit from Durango’s comprehensive payment processing services.

Pros and Cons

Pros: High Approval Rate for High-Risk Merchants

Durango Merchant Services has a high approval rate for accounts with high risk levels. Many businesses rejected by other providers discover that Durango can provide customized solutions for their unique requirements. This is especially advantageous for sectors such as online betting, network marketing companies, and vaping products, which can face difficulties in finding a trustworthy payment processor.

Pros: Comprehensive Fraud Prevention and Chargeback Management

Another significant advantage is Durango’s comprehensive fraud prevention and chargeback management. The company employs advanced security measures, including EMV 3D Secure 2.0 technology and real-time fraud detection systems, to help protect merchants from fraudulent transactions and excessive chargebacks. This robust approach to security provides peace of mind for businesses operating in high-risk environments.

Pros: Excellent Customer Service with Dedicated Account Managers

Durango stands out in customer service as well. Every merchant is given their own account manager, guaranteeing individualized and steady assistance. This level of support is especially beneficial for high-risk companies that frequently require more thorough and frequent help.

Cons: Possible Hidden Fees and Charges

However, some merchants have reported possible hidden fees and charges that were not clearly communicated upfront. It’s essential for potential clients to thoroughly review their contracts and ask detailed questions about any additional costs.

Cons: Occasional Account Holds and Terminations

There have been occasional reports of account holds and terminations, which can disrupt business operations. While these measures are sometimes necessary for risk management, clear communication from Durango can help mitigate frustration.

Cons: Delays in Customer Support Response During Peak Times

Some customers have observed that there are delays in customer support responses at peak times. Although support quality is generally good, boosting response times during peak hours could further enhance the customer experience.

In general, Durango Merchant Services provides a well-rounded blend of advantages and drawbacks, positioning it as a competitive option for high-risk merchants in search of dependable payment processing services.

FAQs

Q: What types of businesses does Durango Merchant Services support?

A: Durango Merchant Services specializes in high-risk merchant accounts and supports a wide range of industries, including travel agencies, telemarketing, online gambling, e-cigarettes, dating services, and Forex trading.

Q: Does Durango Merchant Services offer cryptocurrency processing?

A: Yes, Durango Merchant Services supports cryptocurrency processing, allowing merchants to accept Bitcoin, Ethereum, and Litecoin, among others.

Q: What are the pricing models available at Durango Merchant Services?

A: Durango offers tiered pricing and interchange-plus pricing models, which can be customized based on the merchant’s processing history and business type.

Q: How reliable is Durango Merchant Services’ customer support?

A: Durango Merchant Services provides 24/7 customer support via email and live agents during business hours. Each client is also assigned a dedicated account manager.

Q: Are there any hidden fees with Durango Merchant Services?

A: While Durango prides itself on transparent pricing, some customers have reported encountering hidden fees. It’s important to thoroughly review all contract terms and ask detailed questions before committing.

Q: How does Durango Merchant Services handle fraud prevention?

A: Durango employs advanced fraud detection and prevention tools, including EMV 3D Secure 2.0 technology, to help protect merchants from fraudulent activities and chargebacks.

Conclusion

Durango Merchant Services stands out for its high approval rates, strong fraud prevention, and top-notch customer service, although there may be undisclosed fees and occasional delays in support. It is suitable for merchants with high risk levels, but clients should carefully examine contract terms to prevent unforeseen expenses. Overall, it is a dependable option for handling high-risk payment transactions.