Complaints

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.

• Initial Complaint

  Date:07/26/2023

  Type:Customer Service 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.

  Coupa is trying to strong arm my company into paying an excessive fee to become "Verified" to the tune of $549 each year. For the fee, I get are awarded "Coupa's Verification Badge" by performing in three tasks of (1) your contact address is confirmed, (2) you have a business license or state charter, (3) you compliance to business regulations. Again this is an annual fee to keep the Badge of Verified.They offer higher "Coupa" rankings among other suppliers competing in your space..... if you pay the fee. A status of Verified to your existing customer. Without this badge, it implies your company is less worthy. This is the "strong arm" method.As a supplier, when I login, messages badgers me.... showing I am only 65% complete in profile setup. Emails reminding me of similar problems with my account.My recommendation to Coupa is to drop the Verified process. Just mark me as Active.Other problems exist with the platform. Coupa collects confidential information such as bank account numbers but they do not process or issue your payment. In my case, anyway. This looks illegal.Collecting information, they have no need to have. How secure is Coupa platform......hard to guess. When asked about this data collection issue, the reply is the customer requires it. I doubt that is a true statement.Pictures of Coupa's Verified features. Picture of data being collected, they don't need to process my customer invoice.

  Customer Answer

  Date: 07/26/2023

  6/8/2023 was the first communication with Coupa and creation of their logon id soon after.  From that time to current there has been problems with filling out their profile.  A lot of the issues are what data do they require.  Workflows (procedures) are not provided and the process differs between clients.  For example payment is not done by Coupa but by my customer's payment system.  Another is where a Coupa invoice needs to be built and issued when an original invoice was already sent.  My customer already knows the details.  I am not asking BBB to clarify workflow, I get that from my customer.....but everything on ********************** jumps you into the $549 annual fee implying you won't get processed or paid without it.  Picture of start date attached.  Regards ****

• Initial Complaint

  Date:06/22/2023

  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.

  On june 10th we received a notification from one of our customes (Rotoplas) to "update" our Coupa profile, so, we took action and update some of our information, by mistake we assumed that we have to get a "verified profile", so, we paid that service.Then, our coustomer told us that paying the "verification" was not necesary for them, we tried to reach Coupa (by phone, email ********************************* and chat (they only gave us a contact email) for a refund, but there is no answer from them.As can you see on the attached documents, Coupa also have failed to "verify" the account. So we payed for nothing.The only communication that they have sent us is marketing ads.For all the reasons exposed, we contact you to ask for your help to intervene and solve this issue.Best regards