Elavon UK Reviews 6,499

On the face of it they were great. I'd been with worldpay for 13 years but using a sagepay terminal, sagepay got taken over by Elavon 6 years ago and then last year i got a call from elavon asking if i wanted to move my merchant account over to them.

They had all my info, could see what id been doing with sagepay and worldpay and the salesman was great, everything transferred across seamlessly last June.

Then just before Christmas the emailed me and said they were shutting the account with immediate affect. Any sales I took from that day forwards they would hold the money for up to 120 days! And the reason? "falling outside our risk appetite, specifically because of refund ratio exceeding the 1% threshold permitted by Elavon"

I'm extremely annoyed for a number of reasons, firstly because they already had access to my trading history for 5 years + before the approached me so were fully aware of the nature of my industry, which by the way is Watersports Clothing and Accessories so the majority of items are wetsuits, clothing and footwear, so have to fit well and hence we get returns.

Secondly, this 1% refund rate was never brought to my attention when the pitch was offers. I have since queried it and apparently my return rate has "an overall average close to 5%"

Google return rates for clothing retailer... "The average return rate for online clothing retailers is high, generally ranging from 20% to over 30%. "

Luckily I had an alternative payment option available on the site or they would have put my business under holding funds for "Please be advised that any amounts held on reserve will be held in secure account for minimum of 120 days"

Avoid and read the small print!

I had an issue with MFA and was not able to access, over the phone i tried to get support and spoke to Andem who guide me through and it was sorted.

Thanks Andem for your help.

Up to this moment, we still have not received a response to our email. Five days have passed since our last exchange, and we still need support but have been unable to obtain your assistance.

As a new customer and unsure of the system in question, I found the instructions from the representative to be clear, resulting in a quick solution.

The agent who helped me was very helpful
The problem that happened was very inconvenient though and not easy to resolve but finally got sorted

Good support, but took a while to get the issue resolved. Very polite and helpful on the phone, and nice to actually get someone to speak to who knows technically what to do.

Very prompt response on a question, with a very thorough explanation

I spoke to Tim, nothing was to much trouble, helped me through all the issues and found solutions and actually explained what we was doing. they offer support 24/7 and i dont think that can be beaten.

Resolved my issue very quickly and efficiently. Very impressed.

Stuart was pleasant, polite and efficient. It was a pleasure to speak with someone who immediately understood the issue and offered good advice. Thank you.

We had an ongoing issue with accessing some information. Once explained Stuart King identified and resolved the issue straight away but was clearly engaged and keen to help. Excellent customer service!

Simon was very helpful today. He took the time to understand our requirements and provided clear, efficient support throughout. A great experience and excellent customer service.

Simon was so helpful and patient sorting out an issue with logging on. Really makes a difference.

The gentleman was very understanding and patient guided me through the process

Just wanted to say how amazing Keeva Byrne was when I called on Tuesday the 6th January 2026. Keeva was very knowledgeable helped me glide through my query with ease. I would highly recommend Keeva. I had what I thought where very frustrating queries that were answered professionally and with efficiency.

Amir was really quick to respond and help with my enquiry and was incredible friendly and knowledgeable.

They are a thief
They stole my money £200 and they still want me to use the terminal machine to stoling more money!!! Just received a call from credit style !! They ask for outstanding balance !!
Don’t trust alavon never

Stay away worst company I’ve ever dealt with not only did they with hold my cash flow due to fraud which happened to me they treated me like I was the criminal I’ve been in business for 23 years and used various companies for my card machine services but this company just wants there money and bugger the rest please please do not go near this company