Digital River Global Commerce

Digital River Global Commerce

(13)
2.7 out of 5 stars

This is the go-to commerce cloud for reaching global markets with speed and confidence. Our solutions are seamless, full spectrum and designed for risk free commerce. We make it easy to manage your storefront, product catalog, pricing and orders from beginning to end. There’s unparalleled localization out of the box with tools to personalize your shopper experiences.

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Digital River review by Administrator in Computer Software
Administrator in Computer Software
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Extremely poor service when their issues occur

What do you like best?

Their rates are in some cases slightly (i.e. half a percent) better than others.

What do you dislike?

Their service is atrocious - for us the vendor and for any of our customers.

The most recent example is that I have been emailing them (cause you can not call) every week for the last three weeks about an outstanding new bug, and have received one email in reply at the first week stating that it has been sent to a different department. No update sent to me. No keeping me in the loop. Nothing.

I HAVE CUSTOMERS WAITING TO BUY BUT THEY CAN NOT because the bug is still there and I can not get any one to respond.

This example is extremely representative of their non-service.

Another issue, we have been struggling with their responsive device web page controls for the last two years - which they still have not implemented fully still and/or change spur of the moment, causing great confusion for our customers when controls stop working and no reply or solution provided for weeks.

They have taken away providing wire transfers which is a real detriment as a lot of our customers preferred to use this due to the $ amounts paying.

Recommendations to others considering the product

I would not recommend at all. We will be moving to another payment processor after having been with them since 2000. Response time to any issues has become even more atrocious, and in some cases no response at all.

What business problems are you solving with the product? What benefits have you realized?

payment processing for our software licenses.

benefits are being taken away constantly - used to be able to provide wire transfers. Not any longer; used to be able to get a response within 48 hours, now we are lucky if someone responds that the our reported issue has to go to another department and then don't hear anything for 4 to 6 weeks if we hear anything at all.

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Digital River review by Administrator in Telecommunications
Administrator in Telecommunications
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Customization? Customer service? Forget about it.

What do you like best?

Robust interface, with a lot of reporting options. The quick dashboard at login is helpful to get a good snapshot of our website activity.

What do you dislike?

Anything you want to update or customize is extra. For example, if you set up an offer and the text isn't aligned correctly, you can't go into the coding. DR must fix it for you. Their hourly rate and estimates are unreal. Also as customer issues arise (for us that's probably bi-weekly), even small ones like tracking information not coming through, getting a response from the customer service team is like pulling teeth. We've also experienced a lot of turnover, with several Account Managers over a 2.5 year span.

Recommendations to others considering the product

Unless you have a dedicated person and large budget to make customization, then this likely isn't the program for you. It appears more user-friendly and scalable solutions like Shopify are a better choice if you're not doing web sales of $100k+ a month.

What business problems are you solving with the product? What benefits have you realized?

A more streamlined checkout process than we previously had. This has improved website sales, on top of additional marketing spend to drive buyer traffic.

What E-Commerce Platforms solution do you use?

Thanks for letting us know!
Digital River review by User in Computer Software
User in Computer Software
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Use it everyday - our eCommerce Partner

What do you like best?

Their dashboard is easy to identify billing information, shipping information, currency and other information regarding and order a customer has placed. That is where the ease ends.

What do you dislike?

Their customer service is atrocious. You cannot self serve as an organization, your Customer Service has to reach out to their customer service regarding things like Wire Transfers, payments, account management, orders within accounts. There is no 'in depth' investigation you can do regarding an order when a customer has a question, they force you to reach out to them for everything. Their responses are less than desirable, rarely answering the questions or providing any insight to the actual issue at hand. Their processor causes so many issues and errors in our online store, it's VERY common for customers to contact us directly stating they have issues when trying to buy. They rarely provide solutions or answers to why things have gone wrong, not to mention their tax refund policy is atrocious. They have no way to allow tax exempt refunds for customers.

Recommendations to others considering the product

I would highly recommend making sure it meets your business needs and will do everything you need it to do. We are a very customer service focused company, if you are too, I would recommend other eCommerce partners. Digital River does not hold customers in the same regard and it's very apparent.

What business problems are you solving with the product? What benefits have you realized?

We are trying to sell our products online, with the ability to offer multiple currencies and cross sell to our customers. They do allow cross selling and they do handle different currencies and taxes, but it has caused more work for our company - as many times it's incorrect or people do not understand the charges, etc. on their statement.

Digital River review by User in Computer Software
User in Computer Software
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Digital River- The Struggle is real

What do you like best?

Digital River has a great user interface. Their dashboard is easy to understand and is user friendly where you can find everything you need with minimal searching.

What do you dislike?

If you are a heavy customer facing company then Digital River is not for you. When ever a problem arises ( which is weekly) that affects my company's customers you can't get a hold of DR customer service team. And when they finally get back to you they have never heard of this being an issue and that is the only answer you get. They don't look into anything nor do they try to assist you or your customer. Digital River is not acceptable to any kind of change and every-time our company asks for something this is the first time DR has ever been asked for that kind of request. Really DR? Not one other company has asked you for a way to allow tax exempt forms?!?! Even simple fixes like letting a customer remove a saved credit card is like asking DR to move mountains.

Recommendations to others considering the product

If you are a heavy customer facing company I would look elsewhere. If you only need an e-commerce that will do the very basic for you, and you do not need to interact with them then perhaps Digital River is for you. However they are not worth the headache.

What business problems are you solving with the product? What benefits have you realized?

Selling our software online to customers. We are trying to offer this through multiple countries, with multiple products and addons for those products.

Digital River review by <span>Sanjeev M.</span>
Sanjeev M.
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DR Payment Gateway

What do you like best?

Security policies are great and easy for users to make payments.

Best I like is less fancy screens and more productive payment gateway.

We have 50,000 plus contacts and never heard of issues like performance or payment gateway down for many hours.

What do you dislike?

Few years back we had an issue where DR payment gateway was error out and many transactions were failed. Digital river was not able to reprocess those transactions or was not able to provide transaction details.

I hope they have evolved now and have better retry mechanism.

But that just one incident.

Recommendations to others considering the product

i have seen demo of digital's rivers competitor at dream force conferences and was not able to find any good. DR still is the best ecom tool app available on saas platform.

What business problems are you solving with the product? What benefits have you realized?

All our online store payment are processed by digital river payment gateway.

Digital River review by <span>Anika R.</span>
Anika R.
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digital river usage

What do you like best?

easy to transact quickly and it creates urgency for the customer to buy ASAPq

What do you dislike?

a little cumbersome to use safely, using the app duo was very annoying

What business problems are you solving with the product? What benefits have you realized?

closing business more quickly

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