Upserve POS review
Customer reviews are positive, but watch out for hidden fees and a three-year contract.Upserve’s point-of-sale (POS) solution is specifically for restaurants to streamline service between the back- and front-of-house. But it doesn’t disclose the contract you’ll be required to sign or the features you lose if you opt for a third-party payment processor.
- Choose this provider if you run a restaurant or franchise in the food industry and want a point-of-sale system and flat-rate payment processing.
- Consider something else if you prefer month-to-month billing.
|Products||Payment processing, POS software, POS hardware|
|Monthly fees start at||$59/month plus additional $60/month fee for each terminal|
Upserve offers payment processing alongside its niche POS solutions:
- Payment processing. Upserve’s flat-rate processing helps you accept tableside, online and over-the-phone payments.
- POS software. Upserve’s POS software helps you handle sales reports, menu management, team scheduling and more.
- POS hardware. From kitchen display systems to chip readers that clip on to your apron, Upserve’s hardware options help you take tickets and process orders.
Upserve’s POS features are geared toward restaurants, bars, cafes, breweries and bakeries. In addition to many standard POS features, including sales reports, scheduling software and inventory management, you’ll also receive:
- Digital logbooks. Create customer profiles and track return visits, favorite menu items and average spending habits with Upserve’s Guest book. And streamline communication between managers and staff with its general logbook.
- Menu management. Analyze and track menu performance with reports that help you identify underselling items and top-performing dishes.
- Service predictions. Prepare for daily service with guest volume predictions based on reservations, your restaurant’s history, holidays, the weather and other data points.
- Reputation management. Track reviews of your restaurant and see what feedback your competitors receive with aggregated online reviews.
- Online ordering. Customers can order online from your restaurant’s website with full POS integration and synced menu changes.
What hardware is available?
Upserve’s POS hardware is designed with the kitchen in mind:
- Tableside terminal. This 5” screen EMV-chip reader can be clipped into an apron or belt and is equipped to take orders tableside.
- POS terminals. Upserve’s cloud-based terminals with POS software are equipped with built-in EMV-readers.
- Printers. Epsom printers help you print order tickets and customer receipts.
- Kitchen Display Systems. Epson single- and dual-station KDS kits help integrate back- and front-of-house service.
- Wireless networking. Meraki Networking routers and extenders help you broadcast a wireless network.
It’s possible to access Upserve’s point-of-sale system without purchasing outright — it advertises a 0% financing program for qualified buyers on its pricing page. The problem? It doesn’t specify what a qualified buyer is.
When we called Upserve to find out about this program, the rep told us you can apply for 0% financing when you sign up for Upserve’s service and that the process is similar to applying for a small business loan. If that’s the case, be prepared to offer government ID, business bank statements, tax returns, a business plan and profit and loss statements.
Upserve pricing and fees
Upserve offers three service tiers: Core, Pro and Pro Plus, that come with monthly service and terminal fees.
The Core service tier is $59 monthly, with an additional $60 monthly fee for each terminal.
The Core service tier includes:
- Staff logbook
- Guest tracking
- Onboard staff training
- Offline mode
- Staff scheduling
- Marketing campaigns
- Reputation management
- 24/7 support
For an additional fee, you can add online ordering, inventory management, custom reporting and the ability to process gift cards. To find out more about these add-ons, you’ll have to schedule a product demo with a sales rep.
You’ll pay $199 a month for Upserve’s Pro service tier, plus an additional $50 monthly per terminal.
The Pro service tier includes all Core features, plus:
- Menu optimization
- Server performance analysis
- Recipe costing
- Vendor management
- Inventory alerts
- Loyalty and rewards programs
- Online ordering
- Inventory management
Add on custom reporting and the ability to process gift cards for a fee.
Upserve’s Pro Plus plan is $359 monthly plus a $40 monthly fee for each terminal. You’ll get everything included in the Core and Pro plans along with custom reporting, access to Upserve’s APIs and dedicated account management, support and consulting.
Upserve offers payment processing, but doesn’t disclose its rates anywhere on its website. We had to call and ask an Upserve rep who told us that any payment you process with Upserve is subject to a flat-rate fee of 2.49%, plus $0.15 for each transaction.
Pros and cons
- Free demo. Schedule a call with an Upserve sales rep for a free 30-minute demo of Upserve’s software.
- Specialty hardware. Upserve’s POS hardware options include Kitchen Display Systems and tableside terminals.
- Niche features. Upserve’s features uniquely benefit those in the restaurant industry, from daily service predictions to menu management.
- Well-reviewed. Upserve maintains a strong Better Business Bureau rating and a majority of positive customer reviews.
- 24/7 support. Support is available by chat, phone and email anytime.
- Bundling required to access full features. While Upserve’s processing isn’t required, you’ll lose out on a large sweep of its core features if you opt for a third-party processor, including sales analytics, loyalty programs, inventory management and customer management features.
- Contract required. Upserve’s POS system isn’t available monthly — be prepared to sign a three-year contract when you sign up.
- Account fees. It’s not clear if Upserve’s contract comes with setup and early termination fees. The rep we spoke to said the only time they’ll answer questions about account fees is when you agree to a product demo.
Upserve reviews and complaints
Upserve is an accredited business with the Better Business Bureau (BBB), with an A+ rating. As of October 2020, it has only ten complaints and maintains a 4.8 out of 5-star rating from its 74 customer reviews — an impressive track record for a merchant services provider that’s been in business for over 10 years. Upserve has responded to all of its complaints, likely contributing to its A+ BBB rating.
Merchants speak highly of Upserve’s intuitive, easy-to-learn platform and speedy, round-the-clock tech support. Complaints mention frustrating delays during the account closure process resulting in ongoing fees.
How do I sign up with Upserve?
The Upserve signup process begins on its website:
- Click Get Started.
- Enter your full name, email address, phone number and name of your restaurant. Click Submit.
- Select a date and time to schedule your 15-minute sales call with Upserve.
- To confirm the call, re-enter your name, email address, restaurant name and phone number. Click Schedule Event.
What other products will I need?
Outside of Upserve’s POS system, you’ll need a payment processor and business checking account:
- Payment processor. You can choose to use its payment processor or a third-party. Explore your processing options with other providers before you commit.
- Checking account. Your payment processor requires the details of an externally linked business checking account before you can accept payments.
What is Upserve?
Upserve, formerly Swipely, was founded in 2009 as a restaurant-management platform, adding payment processing to its offerings in 2012. Today, it’s headquartered in Providence, Rhode Island with a customer operations center in Denver, Colorado. It services almost 10,000 restaurants across the US and facilitates the service of over 36 million meals per month.
How do I contact Upserve support?
Reach out to Upserve by:
- Phone. Call 855-664-3887 weekdays from 8 a.m. to 8 p.m.
- Email. Fill out an online form on Upserve’s website with your name, email address and query for an email response within two business days.
Compare other POS providers
Upserve’s bread and butter is its POS software, but it also offers payment processing and restaurant-specific hardware options. While it’s well-reviewed and full of features, it only caters to businesses in the food industry and isn’t transparent about its contract or processing rates.
Not sure Upserve is the right call? Review your point-of-sale options with other providers.
Frequently asked questions
Which online ordering apps does Upserve integrate with?
Upserve allows you to add online ordering to your offerings with one of these apps:
- Open Dining network
Can I use a third-party payment processor?
Yes, you can use a third-party processor as long as it integrates with Upserve’s software. But opting out of Upserve’s payment processing means you’ll forfeit a number of POS features, including inventory management and sales analytics.
What types of restaurants does Upserve support?
Upserve is designed to support the following restaurant niches:
- Coffee shop
- Pizza joint
- Fine dining restaurant
- Quick service