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Business Profile

Internet Services

Flipcause, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Important information

  • Customer Complaint:
    Flipcause, Inc. came to BBB’s attention in May 2015. For information regarding possible delays in fund transfers, please visit Flipcause's Terms and Conditions, with special attention to 17. Account Balances and Bank Transfers

Complaints

This profile includes complaints for Flipcause, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Flipcause, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 52 total complaints in the last 3 years.
    • 44 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/01/2024

      Type:Billing Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      FlipCause was a reliable donor management and merchant account platform until about 2023. For about a year now, they have repeatedly held every funds transfer request out of our FlipCause account into our bank account for months. (For reference, they say transfers take 7 to 10 business days.) Each time this happens, the funds are held for months until I contact them enough times to get it pushed through. Each time, they assure me it was a one-time glitch that has now been fixed. It is obviously not true. It is August. I am still waiting on a transfer of funds that I initiated in mid-June. This has put incredible strain on our non-profit's bank account and operations, and may actually lead us to shut down.
    • Initial Complaint

      Date:06/20/2024

      Type:Product Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Flipcause is our website management and donation/payment processing software for online donations, and donations made through our digital donation link. Since April 2024, Flipcause has held $4834 in pending donations. I just joined this nonprofit as Executive Director on 5.20.2024. This was one of the first issues presented to me by veteran staff. I wrote Flipcause 3 emails inquiring about the $4834 in processing funds on 6.5.24, 6.17.24, and 6.19.24. I received 2 responses from the Flipcause "Success Team" regarding this issue on 6.5.24 and 6.19.24, promising to forward my request to the Flipcause Accounting Team. The Flipcause Accounting Team never responded and nothing has been addressed or resolved. Almost $5000 of our nonprofit's hard-raised donation funds has been in "pending" limbo in the Flipcause system. I also called on 6.5.24 - no one answered the phone and I left a voicemail. My Office Manager has also called Flipcause numerous times regarding this issue before and after my call on 6.5.24. When the Office Manager calls Flipcause, they never answer, calls are always forwarded to voicemail. Flipcause TOS states that funds might be held up to 10 business days. This current hold has been months long. We had a financial audit on 6.19.2024 with our Board Treasurer and *********************** member, as well as our accountant, and our development staff. Our Board is demanding to know where the funds are. Our Board worked very hard raising funds for our nonprofit in April, and our funds are essentially held captive by Flipcause
    • Initial Complaint

      Date:04/26/2024

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Flipcause has collected donations and entered them in to an incorrect account. I have not received my donations towards my 501c3 to the correct account.

      Business Response

      Date: 05/06/2024

      Hi ********,

      This is to confirm we were able to resolve the questions regarding the account charges and associated bank account on file shortly after receiving this inquiry. No donor funds were transferred nor received through the account to date. As discussed, the charges on the account were deductions of subscription payments for the Flipcause platform and not donor received transactions. Additionally, we identified the discrepancy for the bank account on file and were able to resubmit updated bank information for verification.

      Please reach out directly to your Flipcause Success Team with any further questions or assistance needed. Thank you.

       

    • Initial Complaint

      Date:03/22/2024

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      As a donor management system / payment processor, Flipcause (FC) receives and processes donations on behalf of nonprofit organizations. You must request payout of funds from FC to the nonprofit bank account on file. Once requested, generally FC has 7-10 business days to make the payment. We are currently at 60 days from date of request for our oldest request, and the total is now almost $60,000 that they have not transferred ($45k of that is outside the 10 day window, thus late by their standards). I have 2 clients that utilize FC, and both are experiencing very delayed payouts. Using a specific example, we requested $9852.22 on January 22, and 60 days later, still do not have those funds from FC.

      Business Response

      Date: 04/01/2024

      Dear ***,

      We appreciate you bringing your concerns to our attention via the Better Business Bureau. We understand the importance of addressing customer feedback promptly and effectively.

      Following your recent conversation with our CEO, ***********************, we have confirmed the pending transfer requests of funds have been fulfilled and transferred to your account. As discussed, we are committed to ensuring your satisfaction and will continue to implement further solutions to prevent any delays in the future.

      Should you have any further concerns or require additional assistance, please do not hesitate to contact us. We value your feedback and look forward to continuing to serve you in the future.

      Thank you for your understanding and continued support.

      Sincerely,
      Flipcause

      Customer Answer

      Date: 04/02/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I can confirm that we have received the funds owed to the nonprofit by Flipcause.

      Sincerely,

      ***************************
    • Initial Complaint

      Date:01/22/2024

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Flipcause reached out to sell me a website and offer a platform to receive donations as we are a nonprofit ministry. They sent me an email stating my website is ready for review. On opening to review there was no edit button. I could no longer log into the site which I had been able to do in December. I expressed the need to speak with someone to educate me on how. I was informed they didn't do that. I said I was promised support. They said it was through email. I sent 6 emails saying I could not log in receiving emails that did nothing to address being able to login. When I asked for a refund I received an email saying the cancellation was being processed then received an email saying they would call me which unfortunately I had scheduled appointments during that time and I really just want my money back. The only way that they offered to talk with me was upon asking for a refund. But in their final email they tell me that I don't have a website but they have $1,500 of our money. I do have a zoom video that I can provide if you need to see what was promised. The email stating I don't have a website is attached to the heading "your website is ready for review". I really feel like I have been scammed, this is not a company I choose to do business with after the **************************************** Check please!

      Business Response

      Date: 01/24/2024

      Flipcause is a fundraising software for non profits to use our tools to take in donations or build out event pages. That is our *********************. In addition to our platform we do offer a free website build and hosting services as just an added bonus. It is not what we are known for but we do so to help a lot of the organizations that come to us, to rebrand and refresh the look and feel of existing sites they might use to overall create a better user experience for their donors when making donations. All of this is outlined on our website on our features tab : ***********************************

       

      After signing up with Flipcause a website preview does get build to see if the customer would like to take advantage of this addition at no extra cost. It takes about 2 weeks and we do send them a preview link to review the build and that is what ***** got. Those are actually the emails she screenshotted and sent over as proof that she did receive a preview link of the website we created for her. Here is that link again for review:   ****************************************************************************************************************************

      Her first initial email contact with us was 1/15/24 where she does confirm she received the preview link of the site and wanted education or training to work on the website with a member of the team. We explained to her in an email the following day 1/16/24 that we would be happy to assist her but that we do not offer meetings or calls. It is just not part of our support model and all requests and questions are handled via email (see screenshot of this email attached). We also provided her with instructions on how to log into the account and edit the site herself if she likes and tutorial/ video guide on how it all works.

      The email thread continues with her informing us that she is disappointed by the support model and doesn't think email support is the proper way to assist. This is also where she mentions having a difficulty logging into the account expressed interest in discontinuing services because of this issue.Our account manager stepped in that same day (1/16/24) to realign expectations and make sure she had an idea of what Flipcause offers and how our support team works (screenshot attached of full message sent to customer).

      She still insisted that logging into the account was an issue and was frustrated with the process. We did provide her screenshots, links, asked her to follow steps to reset her password to access the account. At this point she requested cancellation which we confirmed we would be happy to process. The following day 1/17/23 our cancellation team reached out to her to set up a call in order to close out the account. A phone call by this department is warranted and one they schedule to ensure the customer has all funds, reports, information, and all of their concerns about the transition are taken care of as the last point of contact. See attached screenshot from our cancellation team member ******* and her response.

      She also did not want to schedule the call with the team after offered an available time slot and requested for cancellation and her money back as she claims we never created the free website option for her. This is where her statements of reporting us to the *** and the BBB came into the conversation if she did not receive her refund in 24 hours. See attached screenshot of said conversation.

      We would have issued her a refund on the call that she did not want to have and also processing a refund takes 3-5 business days on our end and not something we can expedite further. 

      After her last statements we did email her that we were unable to call or leave a voicemail to inform her that we have just processed her cancellation and issued her a refund. That she also received a refund confirmation from the accounting team. See attached screenshot.

      So she has received her money back for her purchase of our fundraising software which included the free website, which we did build. Customer seems to have had difficulty with the service model or simply logging into the account.

       

    • Initial Complaint

      Date:05/27/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      There were two donations made May 2, 2023 and May 18, 2023 After multiple attempts on to contact Flipcause they have only responded once to let me know that they can only respond via email. They still have not addressed my issue not contacted me since.I am requesting that Flipcause process payments and deposit the full donations and the service charges into the organizations account and cancel my service. I am unhappy with their services and lack of communication.

      Business Response

      Date: 05/30/2023

      We sincerely apologize for the inconvenience you've experienced. Our records confirm that we've addressed your concerns, processed your donations, and per your request, we've also canceled your service effective May 30, 2023. We regret that we didn't meet your expectations initially, but we've taken your feedback to heart and are making improvements to our service. If you have any further questions or concerns, please feel free to reach out.
      Best,
      Flipcause
    • Initial Complaint

      Date:02/13/2023

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Flipcause will not allow me to collect my donation. I have basically given them all of my private information. They have charged me a monthly charge each month to be a member of their platform. They have enough information to forward my money to my account. My bank has advised against me giving Flipcause my private bank information. This is what they want...Image Verification To submit an image verification, you will need to log into your bank account and get your government-issued ID. Take a photo of the account portal and your ID showing:URL Account Number Name on *******************issued ID where the name matches the admin listed on your Flipcause account Then upload the image:Go to Account Summary > Bank Accounts and find the Bank Account you are verifying.Click the Verify Image link.Drop your file into the dotted box or click the box to upload an image, then click Submit Image.It's simply more than I am willing to give.

      Business Response

      Date: 02/22/2023

      We have resolved this issue directly with the customer and have verified her bank account. 

      Customer Answer

      Date: 02/24/2023

       
      Complaint: 19396354

      I am rejecting this response because:

      I did speak with a representative. I was given assurance that I could go into my Flipcause account, withdraw my funds, and transfer funds to my bank account. I was told this and I believed it until...that didn't happen. I also told the representative that I will not accept their offer until the money is in my account. He told me it would be in my account by now and the money is not there and it is no longer in the Flipcause account. They have the proper account number, where is my money? I need my money to pay bills and to purchase items for my organization. I will NOT accept their response until the transaction is complete meaning...my funds are in my account. 


      Sincerely,

      *****************

      Business Response

      Date: 02/28/2023

      Hello, 

      In regards to ********************* account issue, we have reviewed our records and found that her organizations funds were processed successfully to her bank account on 2/27/23. We are monitoring this situation and will also reach out directly to ****************** if we notice any changes in her account. 

    • Initial Complaint

      Date:10/04/2022

      Type:Sales and Advertising Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 17, I signed up for a 2 month free trial with Flipcause. On August 2nd, during our onboarding meeting, I informed them of me not wanting the service and to cancel. I was told to try it and still had over a month to cancel during my free trial. After that, I received no responses to my emails and phone calls. On September 18th, I was charged $1500 for the yearly service. I immediately called to get a refund as I had already canceled. I have left numerous messages and emails since then with no response. I get generic emails from them about the services they offer, and they say to respond to the email if I need help. I did so with no response from them. I have now filed a dispute with my credit card company to get a refund. I need a resolution with a refund for the full amount as I have yet to use the services even during my free trial. I attempted to cancel in a timely fashion with no responses.

      Business Response

      Date: 10/25/2022

      Hello, 

      This is *************************, the representative now handling BBB complaints. Attached is the current records on hand that show we have reached out to the customer and we have processed the request as of 10/4/22. I have also reached out today 10/25/22 through my personal email **************************************** to the customer to make sure that refund has been successfully received. Please let me know what else needs to be done to make sure that this complaint is showed as resolved. Thank you. 

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