Cancelled Account Without Notice and No Support - We have been Avalara for a year and a half and then out of the blue the account was cancelled. We spoke with customer support on 3 occasions in a 3 week period. Each time we were told if was being escalated and that we would get a call back. At no point have we received a call back.

Overall - To start i normally don't leave reviews good or bad. We just finished our first year trial. It stopped working a few weeks ago prior to the trial ending.They canceled our subscription to try and fix it, now i have a quote on my desk with a hefty activation charge. Also for any one using the pick up instore feature of BC, avalara will calculate tax based on the ship to address which the customer puts their own address in, but dont worry, they can create a rule for you. When the shipping method line is blank they will base tax on the ship from address. All for a onetime 5k fee. Seems to me BC offers instore pickup and avalara sees the item isnt shipping. One of the two should have this fixed. All in all it worked great at first. Setup was a little confusing. I tried to sign up for the file returns for me service, paid and never could get it to work. it said i had to upload a form but in the drop down box of forms there was not a form for my state. The support i have had has been terrible. Like i said, down two weeks or more and i have talked to about 6 different people who keep marking the cases solved. I think this service is a must for ecommerce but not sure if there is a better one out there.

Overall - To start i normally don't leave reviews good or bad. We just finished our first year trial. It stopped working a few weeks ago prior to the trial ending. They canceled our subscription to try and fix it, now i have a quote on my desk with a hefty activation charge. Also for any one using the pick up instore feature of BC, avalara will calculate tax based on the ship to address which the customer puts their own address in, but dont worry, they can create a rule for you. When the shipping method line is blank they will base tax on the ship from address. All for a onetime 5k fee. Seems to me BC offers instore pickup and avalara sees the item isnt shipping. One of the two should have this fixed. All in all it worked great at first. Setup was a little confusing. I tried to sign up for the file returns for me service, paid and never could get it to work. it said i had to upload a form but in the drop down box of forms there was not a form for my state. The support i have had has been terrible. Like i said, down two weeks or more and i have talked to about 6 different people who keep marking the cases solved. I think this service is a must for ecommerce but not sure if there is a better one out there.

Essential for collecting tax at scale, but beware of API Calls and Pricing - As others have noted this app requires an expert user to get rolling. Once in place is works great and makes tracking and filing returns in multiple states very easy. A few major concerns - 1. Pricing - They will offer a significantly discounted first year. Those discounts expire and you should expect to get hammered in the years that follow. 2. API Calls - API calls count toward usage (10 to 1), so 100 calls is 10 transactions. Sounds ok right? Wrong. Out of the box BigCommerce will hit the Avalara API up to 4 times for one transaction or user in the sales funnel - twice in the cart and twice in checkout. This means API calls rack up about 3-4x faster than you expect. This can be addressed through theme customization, but will take a developer. We blew through our planned annual usage in about 4 months before we realized how out of control the API calls were. If you have decent traffic you need to customize when calls are being made to avoid huge usage waste and cash burn.

The plugin is great! - The plugin is great!Perfect tech support and very prompt! I am very happy with it!

Terrible support - We've used avatax for a few years, without issue. However on March 14th the integration stopped working. Customers are no longer charged sales tax and the server log is full of Avatax errors. Today is April 1, no joke. I have called and emailed 4 or more times each week. I'm told a fix is being applied but nothing is fixing it. I have prepaid for Avatax to all my states returns so moving to another tax service is going to be costly.

Support - Their support is 100% diabolical. I have been trying to get my IOSS working since February. I have been passed around the world and back and no one knows what I am talking about. I am just extremely furious which is an understatement. The system is totally useless. It has reduced the pricing of all of my products in my store!!

No Support - We've used Avalara for several years on other platforms. The BigCommerce integration is easy if you never need support. Phone contact is only provided for sales inquiries. Account management or technical support is only done through a ticket system. I have had multiple tickets closed without any response and have tried for two months to reach our account manager. If you reach your transaction limit, you will be billed for making changes to the account multiple times. They say you can avoid the charges by calling but no one will ever talk to you about your account. Perfect for a set and forget if you're willing to pay exorbitant fees. The service fee for us is more than the total tax liability.