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Customer reviews: Avalara AvaTax

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Reviews (28)

Overall rating
1.7

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.

bxx...com

Jul 30, 2022  on Bigcommerce

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

sal...com

Apr 01, 2022  on Bigcommerce

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.

pau...com

Mar 23, 2022  on Bigcommerce

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!!

joh...com

Dec 22, 2021  on Bigcommerce

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.

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