What Merchants Think

Merchants generally express dissatisfaction with Avalara AvaTax, highlighting issues with customer support, billing practices, and technical reliability. Many users reported unexpected price increases and challenges in contacting support, which significantly impacted their overall experience with the app. Although there is some praise for the app when it functions correctly, the negative aspects seem to overshadow positive experiences.

Key Strengths

• Effective for tracking and filing tax returns across multiple states when functioning properly
• Good plugin integration, making the app essential for large-scale tax collection
• Occasional positive feedback on the technical support responsiveness

Common Concerns

• Frequent complaints about misleading pricing and unexpected costs after the first year
• Poor customer support, with reports of unresponsiveness and unhelpfulness
• Bugs and technical issues leading to incorrect tax calculations and system errors
• Problems with the setup process characterized as complex and confusing for users
• Account management issues, including difficulties in canceling services and unexpected account changes

Final Thoughts

Avalara AvaTax appears to be a powerful tool when operating as intended, especially for businesses needing to manage complex tax requirements. However, widespread reports of inadequate customer support, pricing issues, and technical challenges suggest that the app requires significant improvements to meet merchant expectations consistently. Potential users should weigh these concerns heavily when considering this solution.