Processing payments in Braintree is pretty seamless when customers have previously saved their card information on our e-commerce website. That has been convenient for our customers so that they don't have to provide their card information each time we place orders for them over the phone. So, we love the vault and the ability to save credit card info when our customer's requests that we do so.
The chargeback and fraud process in Braintree is quite confusing and the organization of the original transaction and dispute info is complicated. For example, when you click on the dispute id in a chargeback, the dispute info doesn't include the original order id#. So, you then have to go back, select the transaction id, then you are able to view the original order id#. It would be helpful if all order id #'s and applicable information from the original transaction was included in the dispute information. Not having all necessary information in one central location is frustrating. Overall, the organization of information isn't clear and the process is not particularly easy to do.
Using the search function in Braintree is hit or miss- especially when the transaction is over 30 days old. For example, oftentimes we search by order id# in the search bar and are able to find the transaction we're looking for, but other times we search by order id# and nothing comes up. At that point, we have to use the advanced search feature, make sure the filter matches EXACTLY what we're searching for (contains, is not, etc.) and try to locate the transaction that way. It seems like there is either an issue with older transaction OR the search bar isn't "smart." Either way, the search bar doesn't seem to perform the way I assume it's supposed to.
I would recommend spending time in a sandbox or demo of Braintree before opting to go this route. In theory the search bar is great, but in reality it doesn't work consistently and is pretty frustrating. The organization of information for specific transactions is also a headache. There are just too many id's (dispute, transaction, order id, reference#, case id). I understand that this info is important, but feel that the organization is confusing and unclear.