This is how customer support is supposed to be. Human, friendly and competent. Victoria helped me with my request in finding a solution to my problem and was always friendly and welcome. The co... See more
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Review summary
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Victoria is a solution oriented person that does not hesitate to deeply analyse the issues and highlighted all issues A service above my expectation and she knows how to handle clients She is ve... See more
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Susana was absolutely amazing! She took me through the entire process without a hitch. Very calm, very professional and most importantly, very friendly. Lol, she kept apologizing throughout the whole... See more
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Viktoria is the best when is about to help us with missing transactions on Data Trans that we cannot track. Please give her either a promotion or the employee of the year even though is February.
Company replied
Company details
About Planet - Merchants
Written by the company
We Are Planet
Integrated payment solutions, hospitality and retail software, and global VAT refunds. Planet, is a financial services company, specialising in multicurrency payments, credit card processing and the management of VAT refunds for tourists. Planet provide their services to overseas visitors, international retail groups, hotels and banks around the world. It is one of largest tax refund providers globally.
Planet also provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners.
Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first.
Planet, a global technology leader, has combined with Proximis, Datatrans, Protel, and Hoist Group to power digital commerce, with industry leading cloud software and payments solutions for the Retail, Hospitality, and Financial Services verticals. The combined company operates in over 120 markets and employs more than 2,000 people worldwide.
Contact info
Martin House, Dangan, H91 AO6C, Galway, Ireland
- customer.experience@weareplanet.com
- weareplanet.com
4.8
Excellent
510 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 70% of negative reviews
Typically replies within 1 week
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Had a inquiry and got immediate and…
Had a inquiry and got immediate and professional help. Pati did a great job!
June 25, 2026
Unprompted review
Reply from Planet - Merchants
Hi Sakarias,
Thank you for taking the time to leave your feedback. We're so glad to hear that Patricia made your experience a positive one! At Planet, providing excellent customer service is our priority and it's fantastic to know we have succeeded.
Best wishes,
Planet Customer Experience Team
Unacceptable support for a business-critical payment migration - 1y & ongoing
We are a webshop merchant using Datatrans/Planet for PSP and acquiring. Because the old card payment module will no longer work for Visa and Mastercard, we need to migrate to their new plugin.
The migration has been extremely frustrating. In our case, the new plugin lacked functionality required for our setup. After more than a year of discussions, the missing functionality was not provided by Datatrans/Planet, so our own developer had to build it.
Even now, backend/permission issues remain and prevent a clean production rollout. We have tried to escalate this through support, phone and sales channels, but the responses have either been missing, too slow or not useful.
This is not a minor feature request. It affects our ability to accept card payments in our webshop. Based on this experience, I consider the product and support unsuitable for a merchant who depends on reliable e-commerce payments.
June 23, 2026
Unprompted review
Reply from Planet - Merchants
Dear Patrick,
Thank you for taking the time to share your experience. We are truly sorry to hear about the challenges and delays you have encountered throughout your setup process.
We regret the frustration caused by the missing functionality, the prolonged implementation timeline, and the difficulties you experienced when seeking support and escalation. This is certainly not the level of service we aim to provide.
Please be assured that our technical specialist is actively working on your case and is liaising closely with your system provider and he will keep you up to date on the situation. As part of the final integration phase, cooperation with the third-party system provider is required to address the remaining technical and permission-related aspects and ensure a successful production rollout.
Thank you for your feedback, which helps us identify areas where we need to improve. We remain committed to resolving the outstanding issues and restoring your confidence in our services.
I had an excellent experieOutstanding Service from Susana – Fast, Efficient and Truly Helpfulnce thanks to…
I had an excellent experience thanks to Susana. From my very first inquiry, she was incredibly responsive, professional, and efficient. Every question was answered promptly and clearly, and she went above and beyond to ensure everything was handled smoothly.
June 20, 2026
Unprompted review
Reply from Planet - Merchants
Hi Anastasia,
We truly appreciate your kind words about Susana. At Planet, our goal is to provide outstanding service, and we're delighted to hear that we achieved that for you. If there’s anything more we can do, please let us know.
Best wishes,
Planet Customer Experience Team
Excellent Customer Support and Efficient Problem Resolution
Patricia was extremely helpful in resolving an issue we were experiencing with our card terminals. After I submitted a support ticket, she got back to me promptly and took ownership of the issue. She was professional, knowledgeable.
What made my experience great was Patricia's willingness to investigate the problem thoroughly and her commitment to finding a solution. Her communication was clear, and she made the whole process much easier than I expected.
The company is doing well by providing responsive and customer-focused support. Having team members like Patricia, who genuinely care about resolving issues and delivering excellent service, makes a real difference. Thank you for your assistance.
June 19, 2026
Unprompted review
Reply from Planet - Merchants
Hi Yasin,
We truly appreciate your kind words about Patricia. At Planet, our goal is to provide outstanding service, and we're delighted to hear that we achieved that for you. If there’s anything more we can do, please let us know.
Best wishes,
Planet Customer Experience Team
Best Support Experience by Gery
I would like to express my sincere appreciation for the excellent support provided by Gery.
From the moment we connected, her response was prompt, professional, and very reassuring. She took the time to clearly guide us through the troubleshooting steps and ensured we fully understood the process. Thanks to her patience and expertise, the issue with our terminal was resolved smoothly and without delay, which was extremely important for our store operations.
What truly stood out was her positive attitude and willingness to help, making the entire experience stress-free and efficient. It’s always a great experience when support is delivered with both technical knowledge and genuine care.
Thank you, Gery, for your outstanding support—it is truly appreciated!
June 17, 2026
Unprompted review
Reply from Planet - Merchants
Hi Maja,
Thank you for your feedback! We’re pleased to hear that Gery delivered excellent service. At Planet, customer satisfaction is one of our pillars, and we're delighted to hear that we achieved that for you.
Best wishes,
Planet Customer Experience Team
Sylvia has been great
Sylvia has been great, i talked to two persons before her but that's the only one who really took the time to check and solved the issue.Thank to her
June 12, 2026
Unprompted review
Reply from Planet - Merchants
Hi Dominique,
Thank you for sharing your positive experience with Silvia! We’re thrilled to know that our team member exceeded your expectations. We will make sure to pass on your kind words to Silvia and her manager.
Best wishes,
Planet Customer Experience Team
Mahran customer service skills are very…
Mahran customer service skills are very good. From the beginning to the end. Very polite and helpful. He provides a real solution to the issue.
June 8, 2026
Unprompted review
Reply from Planet - Merchants
Dear Customer,
Thank you for taking the time to leave this lovely feedback. We are delighted to hear your interaction with Mahran has exceeded your expectations and we've made sure to share this with his manager.
Best Regards,
Planet Customer Experience Team
Reply from Planet - Merchants
Hi Andrei,
Thank you for taking the time to leave your feedback. We're so glad to hear that Nicolas made your experience a positive one! At Planet, providing excellent customer service is our priority and it's fantastic to know we have succeeded.
Best wishes,
Planet Customer Experience Team
Reply from Planet - Merchants
Hi Emilia,
Thank you for taking the time to leave your feedback. We're so glad to hear that Mahran made your experience a positive one! At Planet, providing excellent customer service is our priority and it's fantastic to know we have succeeded.
Best wishes,
Planet Customer Experience Team
Mattia Zordan helped me a lot by solving my issue.
Mattia Zordan helped me a lot by solving my issue.
I really appreciate the motivation and patience from this employee because my case was complicated and lasted some hours before resolving.
Thank you very much Mattia.
Kind regards,
Rediana Kashari
Administration
Hotel Boutique Ochsen
Bad Ragaz, Switzerland
June 2, 2026
Unprompted review
Reply from Planet - Merchants
Hi Rediana,
Thank you for your feedback! We’re pleased to hear that Mattia delivered excellent service. At Planet, customer satisfaction is one of our pillars, and we're delighted to hear that we achieved that for you.
Best wishes,
Planet Customer Experience Team
The best service!!! :)
The best service! I am very satisfied, and I received very professional assistance. Thank you very much dear Gery! :)
Best regards,
Milena
June 6, 2026
Unprompted review
Reply from Planet - Merchants
Hi Milena,
Thank you for taking the time to leave this lovely feedback. We are delighted to hear your interaction with Gery has exceeded your expectations and we've made sure to share this with her manager.
Best Regards,
Planet Customer Experience Team
Customer Support Specialist Ms. Viktoria 10/10
Dear Ladies and gentlemen,
I want to express my most positive experience with Customer Support Specialist Ms. Viktoria (company: Datatrans; location: Madrid) during my phone call with her on Thursday 28.05.2026, which she initiated herself. Her great knowledge and competency gave me a first and very important understanding of our hotel’s booking engine’s problem with processing credit cards. She took a lot of time and effort to help me – much more than I’m used to from our other software providers (Booking.com, HotelNetSolutions, Saferpay, etc.) – and even did a trial booking on our website. I recommend her to the highest degree – also her kindness and humor.
Best regards from Vienna and Hotel Gilbert,
Maximilian Resch
May 28, 2026
Unprompted review
Reply from Planet - Merchants
Dear Customer,
We truly appreciate your kind words about Viktoria. At Planet, our goal is to provide outstanding service, and we're delighted to hear that we achieved that for you. If there’s anything more we can do, please let us know.
Best wishes,
Planet Customer Experience Team
Gery was very helpful and patient with…
Gery was very helpful and patient with my request.
June 4, 2026
Unprompted review
Reply from Planet - Merchants
Hi Melanie,
Thank you for sharing your positive experience with Gery! We’re thrilled to know that our team member exceeded your expectations. We will make sure to pass on your kind words to Gery and her
manager.
Best wishes,
Planet Customer Experience Team
Nicola Cramarossa was quick and very…
Nicola Cramarossa was quick and very efficient in resolving my access issue
June 4, 2026
Unprompted review
Reply from Planet - Merchants
Dear Customer,
Thank you for sharing your positive experience with Nicola! We’re thrilled to know that our team member exceeded your expectations. We will make sure to pass on your kind words to Nicola and his manager.
Best wishes,
Planet Customer Experience Team
Excellent communication
Excellent communication, knowledge about what they are doing, especially Silvia Domingo, absolutely fantastic!
May 30, 2026
Unprompted review
Reply from Planet - Merchants
Hi Natalja,
Thank you for sharing your positive experience with Silvia! We’re thrilled to know that our team member exceeded your expectations. We will make sure to pass on your kind words to Silvia and her manager.
Best wishes,
Planet Customer Experience Team
Great help and patient
She was really helpful and patience with me
Thank you Patricia
May 29, 2026
Unprompted review
Reply from Planet - Merchants
Dear Customer,
We truly appreciate your kind words about Patricia. At Planet, our goal is to provide outstanding service, and we're delighted to hear that we achieved that for you. If there’s anything more we can do, please let us know.
Best wishes,
Planet Customer Experience Team
Reply from Planet - Merchants
Dear Customer,
We truly appreciate your kind words about Nicolas. At Planet, our goal is to provide outstanding service, and we're delighted to hear that we achieved that for you. If there’s anything more we can do, please let us know.
Best wishes,
Planet Customer Experience Team
Susana
The Merchant and Technical Support Agent, Susana, was highly professional, friendly and efficient throughout the process. All of my queries were resolved promptly and clearly, making the experience smooth, reassuring and hassle-free.
May 22, 2026
Unprompted review
Reply from Planet - Merchants
Hi!
Thank you for your feedback! We’re pleased to hear that Susana delivered excellent service. At Planet, customer satisfaction is one of our pillars, and we're delighted to hear that we achieved that for you.
Best wishes,
Planet Customer Experience Team
Service quick and efficient
Service quick and efficient, I woulk like to thank Patricia for assistance and help.
May 20, 2026
Unprompted review
Reply from Planet - Merchants
Dear Kamel,
Thank you for your wonderful review! We're delighted to hear that Patricia provided you with top-notch service. We will make sure to pass on your kind words to Patricia and her manager.
Best wishes,
Planet Customer Experience Team
Thank you as always for your assistance
It's quite clear when we call to ask for assistance the team for datatrans are always helpful and providing the information enquired. This time I got Patricia and she helped me a lot by locating and sending the information requested.
Thanks
May 19, 2026
Unprompted review
Reply from Planet - Merchants
Dear Miguel,
Thank you for taking the time to leave this lovely feedback. We are delighted to hear your interaction with Patricia has exceeded your expectations and we've made sure to share this with her manager.
Best Regards,
Planet Customer Experience Team.
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