Pretty much everything. Besides the initial time to get the account set up, and figure out the service and to start and try to move our customer base to their service, you had to go to the paid version and activate "payments" to make it work. They then sent the following form letter to inform us we were be rejected for their service:
"Unfortunately we cannot approve this account to process payments with Due. We take every account on a case by case basis and our review checks are all proprietary. That being said, we cannot disclose any information on our decision for security purposes. Please note that you can still use our other products such as invoicing via PayPal, Cash, or Check and our projects feature.
We apologize for the inconvenience and wish you the best of luck in search for an alternative payment processor."
I responded with a letter expressing my displeasure with this way of doing business:
"This is a very disappointing, and frankly, unprofessional response to our attempts to switch to your billing service. If we don't process enough payments per month to make it worth it to you, you can just say so. Otherwise we are healthy ISP, VoIP Phone Service Provider, and IT consulting firm, in good financial standing. I don't know what reason besides some size threshold that you would make a decision that we aren't "qualified" and not let us know why. If there is a size threshold, you should state that up front. This wasted our time in going through the process of setting up an account and entering the information you required. If this is the way you do business, I'm glad we didn't get to far with using you. "
Bryan, from support, at least had the good grace to respond back:
We understand the frustrations and I do personally apologize. Our support team is under strict order not to disclose information on why we accept or decline certain accounts. It is not based on any single factor, like processing volume. Our risk team has multiple checks in place and the majority of the information does not leave that department.
We wish your business the best of luck!"
To which I had this final retort:
Thank you for responding. I'm sure you weren't the one to make the decision, and I understand you have to follow strict orders when given them. You can, I'm sure, pass this on to your risk team though, that if your reason for rejection was not due to volume, their assessment factors are flawed. If you accept small to medium sized businesses, we are exactly the type you should want to partner with. We've grown over 400% in revenue over the past 4 years, have doubled our client base every year in that time, maintain zero debt, and focus on quality of services to our clients. To not disclose the reason for the rejection and to hide behind bullshit reasons that your checks are "proprietary" and to "protect security" is very poor form. We will find another processor, but let me say how distasteful this experience with your company has been. Again. Not your fault, I'm sure, but please pass that sentiment along."
This "on-boarding" experience (which I have seen others report as well) coupled with the reports you see here of not getting paid even once you do get accepted by them, would make me want to stay very far away from this company for your Invoicing and payment processing needs.