Customer Support
To learn more about FlexFactor click here
If you have a question about a transaction appearing on your credit or debit card,
fill in the form below and we'll get back to you.
Note: FlexFactor does not initiate any payment transactions.
We process payments on behalf of merchants who use our services.
We strive to make it clear who the original merchant was in the descriptor, but sometimes we miss.
If you're unsure about a transaction on your card, or feel that you have been incorrectly charged, send your details on the form here, and we will be able to assist with information and potential options.
What is FlexFactor?
FlexFactor is a payment partner to merchants that steps in to evaluate a declined transaction and assess if the payment should have gone through.
If we determine your payment should have been approved, we purchase the invoice from the merchant and confirm the transaction. They deliver their product or service to you with their existing terms and conditions.
We perform another authorization on the credit or debit card you chose. Sometimes this can be instantly and sometime it can delay up to 30 days depending on the best moment for your card to authorize.
We will inform you of the authorization via email and/or SMS.
This is not a loan or a new contract.
We are facilitating your purchase with your existing card at no added cost or fees to you.
Our customer promise
No additional Fees:
FlexFactor does not charge you any additional fees other than the actual agreed price of the purchased product.
No Credit Bureau Impact:
FlexFactor purchases invoices from merchants. This is not a loan. There is no change to existing lines of credit or balance limits. FlexFactor does perform soft bureau checks to help get a better outcome for you but with no impact to your credit profile.
No Collections:
FlexFactor does not have a post collections process.
No Data Sharing:
FlexFactor is a payment partner to merchants and uses data to help complete the transaction to allow you to complete your purchase even if your payment transaction experiences some issues. We have a robust privacy policy in place and do not monetize customer data any other way other than to facilitate the customer purchase.
Refunds:
Refunds work just like a regular refund for other payment types including credit and debit cards or a buy now, pay later offer. The merchant has all of the transaction information. If they accept the refund per their merchant terms & conditions, they can confirm a credit to you, and
FlexFactor will process the refund.
In some cases, you will also receive from us, on the confirmation email, a link to request a refund directly.
Card Statements:
To make things easier for you, we use dynamic descriptors so that your purchase will appear on your monthly card statement with the name of the store or merchant where you made the purchase.
