MS
Marihet S
1 reviews | Active since Sept 2024
16 Sept 2026, 14:37
Extremely Disgusting Poor service and a completely unacceptable refund experience.
⭐ 1/5
Extremely Disgusting Poor service and a completely unacceptable refund experience.
Since PayFast changed its refund process/system, we have experienced ongoing difficulties processing customer refunds properly and efficiently. Despite raising these issues with PayFast, we are still dealing with refunds that are delayed or not returned to customers as expected.
The delay resulted in the customer posting a 1-star review against our business.
This is extremely frustrating. We process the original payment through PayFast, follow the required refund procedure, and then our company is left to deal with an unhappy customer and reputational damage while waiting for PayFast to resolve the payment-processing issue.
For a payment gateway handling businesses' customer funds, refunds should be simple, transparent and reliable — not something that requires repeated emails, escalations and management intervention.
We have formally escalated this matter and requested an explanation, reimbur*****t of any unexplained deductions, and confirmation of what PayFast is doing to prevent this from happening again.
Businesses rely on their payment gateway to protect the customer experience, not damage it. Based on our experience with this refund matter, the level of service has been deeply disappointing and unacceptable.
Helpful (0)
Replies (2)0
Replies (2)
PayFast's replyOfficial
16 Sept 2026, 15:58Hi Marihet, Thank you for your feedback. We currently have an active ticket, ***, regarding this matter. As part of our investigation, we have requested additional information from you. Once the requested information has been received, we will be in a position to conduct a full review and provide a detailed explanation of our findings. We appreciate your cooperation and look forward to receiving the outstanding information so that we can assist you further. The Payfast Team
***al
***al
PayFast's reply16 Sept 2026, 15:58
Official
Hi Marihet, Thank you for your feedback. We currently have an active ticket, ***, regarding this matter. As part of our investigation, we have requested additional information from you. Once the requested information has been received, we will be in a position to conduct a full review and provide a detailed explanation of our findings. We appreciate your cooperation and look forward to receiving the outstanding information so that we can assist you further. The Payfast Team
***al
***al
MS
Marihet S's updateReviewer Update
16 Sept 2026, 17:15 Thank you for your response.Unfortunately, this is exactly the type of response we have been receiving from PayFast since August.We have been sending emails and repeatedly following up regarding these refund issues for months, yet we continue to receive the same generic or automated responses referring to open tickets, investigations and requests for further information — with very little substantive feedback or actual resolution.Our complaint is not simply that there is an “active ticket”.We currently have five customers still waiting for their refunds. The relevant information relating to these refunds was submitted to PayFast more than a month ago, and we have again supp**** the information today.We have also sent repeated complaints and escalations to several PayFast email addresses, only to receive the same generic responses without meaningful feedback or resolution. After months of correspondence, this level of service is completely unacceptable.The consequences are now affecting our business directly. One of our customers has already posted a 1-star public review against Bubbles Plastics because of the refund experience.Repeatedly opening tickets or referring us back to existing tickets is not resolving the underlying problem.PayFast still needs to explain:
- Why are five customers still waiting for refunds despite the information having been submitted more than a month ago?
- Why are we repeatedly required to resend information that has already been provided?
- Why have our numerous emails and escalations since August not resulted in a proper resolution?
- What corrective action is PayFast taking to ensure this does not continue happening?
MS
Marihet S's update16 Sept 2026, 17:15
Reviewer Update
Thank you for your response.Unfortunately, this is exactly the type of response we have been receiving from PayFast since August.We have been sending emails and repeatedly following up regarding these refund issues for months, yet we continue to receive the same generic or automated responses referring to open tickets, investigations and requests for further information — with very little substantive feedback or actual resolution.Our complaint is not simply that there is an “active ticket”.We currently have five customers still waiting for their refunds. The relevant information relating to these refunds was submitted to PayFast more than a month ago, and we have again supp**** the information today.We have also sent repeated complaints and escalations to several PayFast email addresses, only to receive the same generic responses without meaningful feedback or resolution. After months of correspondence, this level of service is completely unacceptable.The consequences are now affecting our business directly. One of our customers has already posted a 1-star public review against Bubbles Plastics because of the refund experience.Repeatedly opening tickets or referring us back to existing tickets is not resolving the underlying problem.PayFast still needs to explain:
- Why are five customers still waiting for refunds despite the information having been submitted more than a month ago?
- Why are we repeatedly required to resend information that has already been provided?
- Why have our numerous emails and escalations since August not resulted in a proper resolution?
- What corrective action is PayFast taking to ensure this does not continue happening?