Custom Pricing 250K plus sellers

[Diy]

I do not expect sellers to divulge the rate they negotiated for their volume as I am sure it violate some square TOS.

However, I do have a very simple question for those who are on custom pricing.

How long have you been on your custom pricing and has square ever attempted to increase your rate assuming there was no reduction of volume? I am mainly concerned with rate increase outside of interchange rate changes.

I am debating about making a switch from using square as a backup processor to using them as a main processor primarily to use their software. However, I do not want to have to deal with constant rate increases as I have had no increase with my current merchant services for over 10 years as I am on a locked interchange plus plan.

[cigarking]

I am also interested. We are trying to get custom pricing but haven't been able to get a Square to return our messages inquiring about it.

[northwoods361]

Also can't get anyone to respond to our emails and calls regarding customized pricing. Any tips on this? Very annoyed that no one will take the time to respond. 

[JJ_]

Hello, @northwoods361 I recommend reaching out to your Account Manager (Morgan) in regards to your interest in Custom Pricing. Please reach out by phone when you have a moment by logging into your Square account and heading here.

P.S. Welcome to the Seller Community ✨

[Keli]

I’ve reached out multiple times to request a custom rate. Website states, sales need to exceed $250k+ in order to be considered. Well, it has been consistently more that for over two years now. Im still waiting to hear back. Has anyone heard back from the sales department and actually got a custom rate??

[_Violet · Accepted solution]

Hi @Keli - Thanks for reaching out to us here on the Square Seller Community. I'm sorry to hear about your frustration surrounding your request for Custom Pricing. I can certainly provide some further details for you here:

Custom rates are calculated based on a number of factors: type of business, payment volume, average transaction size, and your history as a Square customer. We can only evaluate custom pricing packages for some businesses with an annual credit card revenue over $250K and an average ticket size over $15. 

This is usually where the misconception lies, from my experience. Some Sellers do not realize the $250K threshold only includes credit card sales and not other forms of payment such as cash. In addition, you must also have an average payment amount over $15.00. These metrics are automatically calculated for our Sales Team based on your sales reports.

If there is any additional information about your business that you think might be relevant — perhaps you’re planning to open a new location, or you’re looking to significantly grow your business in the near term — please let us know.
 

And just as a reminder, Square’s fees are calculated differently from most merchant services companies; we don’t charge any additional fees for Point of Sale software, different card types, minimum/maximum transaction size, technical support, PCI compliance, chargebacks, interchange, monthly service, activation, or early termination.

I hope this information is helpful but please do let me know if you have any additional questions by replying to this thread. Thank you.

[Keli]

Hi Alanah!  Yes, we have both requirements, our average ticket is $21 and our credit card sales are well over the $250k mark.  We've been customers with Square since a year after it's inception back in 2011.  I just wish we would get a formal definitive answer from Square saying YES or NO.  We've been waiting for a response for years now.  😕

[RapidTowing]

I have inquired about a review for custom rates months ago and was promised someone would get back to me. I am still waiting. 

[BernadetteA]

Hi @RapidTowing

I'm sorry to hear you have not heard back from the team yet. Can you confirm if you filled out a form online requesting a call-back? Or did you speak with a member of support, and have an email ticket escalated to the team? 

Thanks in advance for the extra details. I'll be on the lookout for your reply, and please feel free to @ me in your post. 

[Keli]

I’ve contacted sales multiple times and have not heard back. Our sales are over $250k for over about two years now. We’ve been Square customers since day one in 2010. 

[Donnie-M]

@Keli what is your average transaction amount?  This is a key point of custom rates.  If you have a very low transaction amount like a restaurant/coffee house, there isn't much sales can do for you.  I had explored this a few years back, and the trade off was not worth it.  So if you want to share your average sale amount that might see if it is worth pursuing.

[Keli]

This year and last we have an average ticket of $21.