Good product, so-so service
April 28, 2020
Good product, so-so service
Score 6 out of 10
Vetted Review
Verified User
Modules Used
- AvaTax
Overall Satisfaction with Avalara
We use Avalara to calculate sales tax on invoices and orders. It's mainly used in the accounting department but also for the commercial team.
Pros
- Avalara syncs well with our ERP system.
- Reporting is easy to pull and send to our accountants.
- Avatax saves a lot of time so we don't have to maintain tax rates internally.
Cons
- The definition of a transaction keeps changing and affects how much our contract covers. It makes it hard to predict the level of service we will need in a year since we don't want to over pay and we don't want to have any overages.
- Our customer rep changes frequently. We've averaged a new rep every year so it's hard to get anything resolved.
- When we have questions on the way rates are calculated, we don't get the answers we need.
- Reporting for tracking usage was removed so there is no way for us to track our own usage. Our rep is supposed to send us a monthly report and with changing reps, we haven't been sent this report for months.
- Positive because we don't have to spend a lot of time maintaining tax tables for every tax jurisdiction.
- Negative because we still rely on outside accounting firm to process returns and for consulting. We don't trust the expertise at Avalara based on interactions in the past.
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