Credit Card Processing Fees: Why 71% of Customers Are Avoiding Certain Businesses

Do you know what makes customers stay away from a business?

You might think it’s negative reviews, high prices, or poor customer service, and while those factors certainly play a part, there’s another issue that many businesses overlook.

It turns out that if you do this one thing, you could be losing out on 71% of customers that would otherwise do business with you.

So, what is that one thing? Charging credit card fees!

Recently, we commissioned an independent study of both customers and small business owners to learn more about how payment options can boost sales and increase conversion rates. We sought to better understand how to remove friction from payments from both sides of the transaction and uncovered some data that we did not expect.

One of the most surprising statistics was that 71% of small business customers say that they try to avoid companies that charge a fee to use a credit card. If you’re charging your customers a fee for this convenience, you could be hurting your business tremendously. Passing on credit card fees to customers can potentially drive business away. Read on to see why, and then check out how Weave’s Payment Processing can help attract and retain your customers.

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The Argument for Not Charging Credit Card Fees

We understand that as a small business owner, you watch every dollar that comes in and goes out of your business like a hawk. We also know that credit card processing fees can seem like a lot. In our survey, we found that small business owners would invest more money in the following areas if they didn’t have to pay these fees:

•  More marketing
•  New products
• Upgrade technology
• Increase employee wages
• Improve the digital experience

The 1.5% to 2.9% that you’re paying in credit card fees can add up.¹

But there’s another way to look at it.

Let’s say your average transaction value is $100. Assume for a moment that your credit card processing fees are 3%, which means that for every $100 transaction, you’re only collecting $97. And, of course, you’ve got other fixed and variable expenses, so when you reconcile your books each month, you start to resent this 3% that vanishes into thin air before you even see it.

However, now that you know 71% of the population tries to avoid companies that charge them to use a card, you can begin to consider how many customers might never set foot in your premises if you try to pass on this 3% to your customers in the form of a “convenience fee.” Even if a customer agrees to pay this amount one time, you can pretty much guarantee that they won’t be back to your business anytime soon. It’s also likely that they’ll tell their friends and family members about the fee, discouraging new customers from walking in the door.

The moral of the story is this: would you rather have 97% of something or 100% of nothing? Rational business owners will choose the 97% every day of the week.

Why You Should View Credit Cards as a Marketing Tool

Most small business owners don’t realize that payment options can be their #1 marketing tool. By making it easier for customers to pay you, you’re bound to get paid more often!

And, while there’s no getting around having to pay credit card processing fees as a business, you might not be so bothered by them if you begin to look at credit cards in a new light.

Instead of viewing them as an expense or a “cost of doing business,” why not look at them as a marketing and operations tool that will help your business grow. Once you start looking at credit cards this way, you might begin to understand and appreciate how powerful they can be as a growth driver for your business.

Consider the following benefits of accepting credit cards:

Convenience

There’s no denying that credit cards are convenient to use. Your customers don’t have to worry about carrying the right amount of cash to pay for your services. They can pay for anything their hearts desire instantaneously, just by pulling a piece of plastic out of their wallet. To sweeten the deal, they don’t even have to pay for what they bought until their statement is due.

Streamlined Collections

As a business owner, you can also benefit from taking credit cards. Instead of having to mail invoices and wait for the proverbial check in the mail, your staff can collect payments instantly. In most cases, you’ll have the full amount of the transaction (minus the processing fees) in your merchant account within 24 to 72 hours.

Further, you can also collect payments over the phone or online, even if your client is not at your location. This allows customers to call you to settle their balance or click on a secure link in a text message to submit payment instantly.

Flexibility for Customers

Most customers will appreciate being able to pay for something later. When a payment is made with a credit card, the business owner gets paid within a day or two, but the customer can delay their payment until their credit card bill is due. They also have the option to pay only a portion of the balance instead of the whole thing.

This flexibility is ideal for attracting customers, especially if your product or service is relatively expensive. You can increase your average transaction value and conversion rates by giving customers the flexibility to pay on their own terms. Even if a customer defaults on their credit card bill, you’ve already received payment, so this won’t affect your cash flow.

By encouraging your customers to use a credit card (instead of penalizing them for the convenience), you can grow your revenue because your services have now become more “affordable.”

Cash Isn’t Always King

The phrase “cash is king” is falling out of favor as customers flock to more convenient payment methods like credit cards, mobile payments, and even cryptocurrency. Though a significant portion of the population still uses and carries cash, the amount of money that people have in their wallets at any given time continues to drop. Further, only 36% of people bring cash with them wherever they go.

Having cash on hand also makes your business more susceptible to theft. By limiting the amount of cash you have on your premises, you make it less tempting to be the victim of a robbery.

In addition to the increased risk of theft, cash can be problematic to deal with. It has to be carefully tracked for tax purposes, and, of course, it has to be physically deposited in the bank. By the time you add up all those hours, you’re likely to find that the fees you pay for credit card processing are well worth it.

The Argument for When to Surcharge Credit Card Fees

While many businesses choose to absorb credit card processing fees to maintain a frictionless customer experience, there are situations where surcharging can be a smart, strategic choice, so long as it’s executed thoughtfully, legally, and transparently.

For some small businesses, especially those with tight margins or high-volume credit card usage, credit card fees can significantly eat into profits. In these cases, adding a small surcharge may help businesses maintain financial stability, continue offering high-quality services, and avoid raising their prices across the board for all customers.

In fact, many business owners choose to implement surcharges not to penalize customers, but to keep their overall pricing competitive. Instead of increasing prices for everyone, surcharging allows businesses to pass on the processing cost only to customers who choose the credit card convenience. This can feel fairer for both parties when done correctly.

When used strategically, surcharging can make sense for the following reasons:

Protecting Thin Profit Margins

In industries with low margins, like healthcare, pet services, or retail, credit card fees can take a significant bite out of profitability. A 2–3% processing fee may sound small, but across thousands of dollars in monthly transactions, it adds up quickly. Surcharging can help prevent those fees from eroding revenue to the point where it compromises your operations or growth.

Avoiding Blanket Price Increases

When businesses absorb credit card fees, they often increase prices across the board to cover the cost. With surcharging, however, only the customers who choose to pay with a card incur the additional fee, allowing you to keep your standard pricing competitive for customers who prefer cash, debit, or ACH.

Encouraging Lower-Cost Payment Methods

Surcharging can incentivize customers to use alternative payment methods that cost your business less. Debit cards, ACH transfers, and bank payments often carry significantly lower fees, and sometimes none at all. This can reduce your processing expenses and lead to more predictable cash flow.

Offsetting Rising Operational Costs

Between inflation, labor shortages, and increased operating expenses, many businesses are facing tighter budgets than ever. Surcharging can help offset uncontrollable costs without compromising service quality or staffing levels.

Remaining Competitive in Certain Markets

In some industries, particularly B2B, specialty services, and high-ticket fields, surcharging has become more common and accepted. Customers in these sectors may already expect a small card usage fee, making the practice less likely to impact loyalty or conversions.

The Legality of Passing on Credit Card Fees to Customers

Understanding the legalities of passing on credit card fees to customers is crucial for any business. In the U.S., the legality varies by state. Some states, such as California, Florida, and New York, have strict regulations that either prohibit or limit the practice of surcharging. Businesses must also adhere to federal regulations, which mandate clear and conspicuous disclosure of any surcharges, ensuring customers are informed before completing their transactions.

However, even in states where passing on credit card fees is legal, it raises ethical concerns. Charging customers extra fees can lead to feelings of distrust and dissatisfaction. Customers may perceive these fees as unfair penalties for choosing a convenient payment method, which can damage your reputation and customer loyalty. In our independent study, 71% of small business customers reported avoiding businesses that charge credit card fees, highlighting the negative impact on customer retention.

At Weave, we believe that the customer experience should always come first. By absorbing credit card processing fees, you can foster a positive relationship with your customers, ensuring they feel valued and respected. This approach not only enhances customer satisfaction but also promotes long-term loyalty, which is invaluable for sustainable business growth.

Accepting credit cards is just the tip of the iceberg when it comes to making it easier for your customers to pay. Ready to see how payment options can increase your revenue by 29%? Schedule a live demo of Weave today.

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Resources:

1. Credit Card Processing Fees