AvidXchange reviews: What real AP departments think
AvidXchange is a cloud-based financial automation platform that provides accounts payable automation to mid-market businesses. It bases its services on three functional areas: automating purchase-to-pay, routing approvals and payments, and managing invoices.
AvidXchange’s mission is to transform how businesses receive, manage, and pay their bills, but what do real customers say about their AP automation software? In this article, we’ll help you decide if AvidXchange provides good value for money for your business. We’ll explore reviews from real users to see what finance teams like and don’t like about AvidXchange’s services.
Let’s get started.
AvidXchange’s services and features
AvidXchange offers AP solutions tailored to real estate accounting needs (AvidSuite for Real Estate), banks and financial services (AvidAccess), construction, and other industries. They also provide a supplier payment solution (AvidPay) that promises to enable expedited payments to US-based vendors enrolled in AvidXchange’s payments network.
AvidXchange user experience
In March 2024, we looked at AvidXchange customer reviews on the Better Business Bureau, G2, TrustRadius, Capterra, GetApp, and Software Advice business ratings websites. In our discussion, we’ll cover positive AvidXchange reviews first, followed by negative reviews.
In general, AvidXchange received mixed reviews from customers. Users reported an intuitive interface, efficient invoice entry process, and easy onboarding experience as key strengths. However, many customers complained about AvidXchange pressuring suppliers to join its payment network, delayed or missed vendor payments, and poor customer service.
Positive reviews
Here is the most common positive feedback from AvidXchange users:
Intuitive interface
Customers liked AvidXchange’s user interface, finding the design easy to use and “very intuitive.” One reviewer liked that “the menu options are easy to navigate,” and said employees found it easy to adopt the platform. Another customer said AvidXchange was a “user friendly tool” that “provides flexibility to create unique workflows.” However, other users reported a steep learning curve, saying, “there is not a lot of instruction online about how to use the product.”
Invoice coding
AvidXchange’s electronic invoice submission feature is popular with users, with many customers reporting the feature “has helped streamline our invoice processing” and helps them save time. Another customer appreciates that AvidXchange enters their invoice details, saying, ”My invoices are scanned to AVID, they enter the majority of the invoice details.”
However, some users mentioned issues with invoice processing. The AvidXchange invoice indexers are prone to error and “sometimes inaccurate,” said one user. “The indexers are likely to make mistakes,” reported another customer, “which makes our high volume invoicing difficult at times.” A G2 reviewer also complained that the indexers could misroute invoices, saying, “Indexers send a lot of invoices to the exceptions queues when they shouldn’t.”
Easy onboarding
Customers liked AvidXchange’s onboarding process, especially for the level of training and technical support. “Training went very well,” reported one G2 reviewer. “As with anything, set up takes time, but the flow of how we set things up helped to understand the operation of AvidXchange.” Another person mentioned that the support they received in AvidXchange’s online community has been a “huge plus since it has been implemented.”
Negative reviews
Here are the most common negative issues reported by AvidXchange reviewers.
Pressuring suppliers to join its payment network
Many customers complained about AvidXchange contacting their suppliers with sales offers. (Note: AvidXchange reserves the right to approach their customers’ suppliers to enroll them in their payment network per their terms of service.)
“AvidXchange insists on attempting to sell its v-card payment method to vendors,” complained one customer, “and does so in a less-than-above-board way, which has disgruntled some vendors when they discovered fees withheld that they didn’t understand.” Another customer complained about AvidXchange making sales calls to their suppliers, saying, “Sales calls to customers is inappropriate. They try to get our customers to take a credit card payment.”
A GetApp review reported similar practices: “One vendor called them and tried to change payment methods and Avid Pay customer support told them they should be charging us 5% more on invoices to make up for the usage fee from them.”
There are also numerous negative customer complaints on AvidXchange’s BBB Business Profile. One former customer complained to the BBB that AvidXchange would “Trick payable vendors into prepayments where they take 5% (and) Constantly calling and harassing vendors and lying to them and even pulling back payment.”
Delayed or missed vendor payments
AvidXchange customers complained about slow accounts payable and payment processing, which resulted in late or missed supplier payments. ”I do not like how long it takes to get an invoice from approval status to paid,” complained one real estate customer, who said their vendors were constantly calling to check their payment status. Another user complained that “Payments often do not get to suppliers,” creating frustration for them and their vendors. One customer blamed the delayed payments on AvidXchange, saying, “They put holds on payments multiple times delaying payments.”
A GetApp reviewer complained of vendor payments that “would take anywhere from 3-5 weeks for our vendors to receive payment,” and their frustration getting support to resolve the issue: “It was very hard to get someone to actually respond to you. We had more problems [than] solutions with the software.”
Slow and unresponsive customer service
Multiple users complained about bad customer service. “Avoid at all costs,” said a customer who reported canceling their AvidXchange contract. “The customer support is fairly slow and makes it really hard to solve issues that come up. Another customer reported that “AvidXchange is a great software for payables processing however when you have issues the support team is not great to work with,” and said they were hesitating to add new services because of AvidXchange’s poor customer support.
Customers also said that AvidXchange’s customer support was unresponsive.“ If I were asked to keep Avid or switch to another company to outsource payments, I would probably advise that we should switch,” said one customer, adding, “I don’t have an assigned contact for my team any longer so the only way to speak with someone is to send in an email and hope they get back to you. I need answers right away on issues involving payments and do not get this very often from AvidXchange.”
The bottom line
As an established player in the financial automation sector, AvidXchange is a good alternative for companies needing an industry-specific invoice processing and payments solution. However, negative customer feedback suggests it might not be ideal for businesses needing responsive customer support, efficient and accurate end-to-end AP processing, or a payment-agnostic vendor payment solution.
Stampli: The most user-friendly AvidXchange alternative
Stampli is the only AP automation solution designed for Accounts Payable. It uses machine learning and AI technology to optimize and simplify critical AP processes. With Stampli, businesses can eliminate time-consuming and error-prone manual procedures while gaining full control over payments, invoice processing, and cash flow management.
Why accounts payable departments choose Stampli
Stampli is the only accounts payable (AP) automation solution built by AP professionals for AP professionals. If you’re searching for a reliable, intuitive, and flexible AP solution that doesn’t require any changes to your ERP, then Stampli is the ideal choice. “You can tell that Stampli has been designed and improved by AP professionals,” said one Stampli customer, “Every time you think ‘it would be really nice if…’ Stampli probably addresses that.”
Stampli offers excellent customer service, automation capabilities, industry expertise, seamless integration with business systems — and proven results.
Payment-neutral (and vendor-friendly) payment processing
Stampli Direct Pay streamlines your payment processes and gives you total freedom to pay vendors however you want. Direct Pay is payment-agnostic — Stampli doesn’t force you or your vendors to choose a payment method. One customer appreciated Stampli’s approach to payment freedom, saying it was a “deciding factor for our company in choosing Stampli over a competitor…was that Stampli’s Direct Pay feature (ACH payments to vendors) is free to vendors without being expensive for us, either.”
Stampli also helps you centralize vendor communications and management through Advanced Vendor Management. In the words of one customer, Advanced Vendor Management has “been very helpful to our vendors in updating their information with us and asking us questions on specific invoices,” and a great boost to maintaining positive vendor relationships.
Here’s how Stampli Direct Pay simplifies accounts payable B2B payment automation:
Payment agnostic
Pick the electronic payment type you and your vendors prefer.
Simplified payment approvals
View payment information and supporting information to make payment approvals easy.
Centralized vendor management
With Stampli Advanced Vendor Management, suppliers can enter their banking information, choose their payment type, and check payment status via an online portal.
International payment flexibility
Save on transaction fees, manage currency risk, and pay overseas suppliers quickly and securely.
Industry-leading customer service
Stampli receives leading customer satisfaction scores in industry reports and is ranked #2 in G2’s Best Accounting & Finance Software Products for 2024 — scoring at the top of the pack for ease of doing business and quality of service. “The most I like about Stampli is it is so user friendly,” says one Stampli customer, “Hands down your customer service on the chat feature can not be beat. They listen to your problem and get resolution, Period!!! A1 in my book!”
Numerous case studies from happy customers recognize Stampli for excellence in several areas:
- Easy to use, intuitive interface.
- Fast and easy implementation and onboarding.
- Wide range of payment options.
- Integration with accounting software like Oracle NetSuite and QuickBooks Online.
- Streamlined workflows and approval process.
- Audit trail providing transparency.
- Automated supplier onboarding.
- Excellent customer support.
Efficient and accurate accounts payable automation
Billy the Bot™, Stampli’s AI assistant, simplifies and streamlines accounts payable workflows. Billy helps with time-consuming tasks such as manual data entry, invoice capture, GL coding, three-way matching, approvals, and fraud detection. With Billy on the job, you’ll reduce errors, realize cost savings, and pay suppliers on time. Billy is “A great timesaver,” says one Stampli customer, “We process over 1,000 invoices a month where each had to be manually added to our ERP system which would take our staff days. Stampli has been able to reduce this entry time to a fraction of what it was – hours.”
Other Stampli customers report how easy and efficient Stampli makes their Accounts Payable process: One reviewer said, “Automation and optimization of the tool help us to avoid ineffective invoice processing,” citing a list of benefits they’ve realized from using Stampli to automate their Accounts Payable: “The technical support team is quick and efficient in solving the queries raised by the user. Financial data integration is seamless with this tool. Enhanced accessibility for the user on workflows which are simplified. Fosters improved communication and collaboration for the invoicing process.”
Experience how Stampli transforms AP operations into a seamless process. Get a free demo and see how Stampli can automate your invoice management workflow.
