LM
Livhu M
1 reviews | Active since Oct 2015
20 Jul 2023, 08:39
Biggest ****
I would like to express my dissatisfaction with Payflex. I believe they are a ****, and I am on the verge of referring this matter to the national consumer commission. I have been using Payflex for payments on Takealot and Superbalist. However, when I return items to these e-commerce stores, and they issue refunds to Payflex, the money does not reflect in my account. Despite my attempts to resolve the issue, I sent emails to them requesting statements and an explanation, but they have not responded to these concerns.
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Replies (1)
payflex's replyOfficial
21 Jul 2023, 11:21Hi Livhu
We are slightly confused with your review as there were no support emails that indicated any issue with your returns and refunds. Our head of customer support contacted you for more information, however you have still not responded to her.
We trust this has all been a misunderstanding.
For purposes of clarity, kindly note the following.
Payflex is not part of the merchant business so we are not involved in product delivery, cancellations, or returns. We also do not have access to their systems. Payflex is an independent company and is only a payment gateway. We provide customers with a payment plan to assist them in spreading the payments of their purchase at the merchant over a 6-week period. Similar to a bank providing a loan. Only when the merchant processes the cancellation, or return on their side will we be made aware of it. The merchant may also decline the return and not process a refund in line with their returns policies. Until then and to be sure we do require our clients to continue paying their installments. This is to avoid penalty fees and a bad credit rating with Payflex. Please refer to section 5.3 and section 6 of our terms and conditions for more detail. https://payflex.co.za/terms-conditions/ Once the merchant processes the return you will be reimbursed for everything you have paid to date, back to the bank card you paid with, or your installments adjusted accordingly, should the return have been less than the total order amount. VERY VERY IMPORTANT TO NOTE: If you returned the item in-store and the merchant provided you a voucher, cash, store credit, or did an EFT for the return, then your return will never be logged back to Payflex as you have received monetary value from the merchant directly for the item/s you returned. Essentially the difference between the value of the in-store return at the merchant and the installments you have paid to Payflex, against the total value of the order is actually money belonging to Payflex. Therefore you would still need to pay your remaining Payflex installments on the Payment Plan provided to you for the order from that merchant.
Regards
The Payflex Team
We are slightly confused with your review as there were no support emails that indicated any issue with your returns and refunds. Our head of customer support contacted you for more information, however you have still not responded to her.
We trust this has all been a misunderstanding.
For purposes of clarity, kindly note the following.
Payflex is not part of the merchant business so we are not involved in product delivery, cancellations, or returns. We also do not have access to their systems. Payflex is an independent company and is only a payment gateway. We provide customers with a payment plan to assist them in spreading the payments of their purchase at the merchant over a 6-week period. Similar to a bank providing a loan. Only when the merchant processes the cancellation, or return on their side will we be made aware of it. The merchant may also decline the return and not process a refund in line with their returns policies. Until then and to be sure we do require our clients to continue paying their installments. This is to avoid penalty fees and a bad credit rating with Payflex. Please refer to section 5.3 and section 6 of our terms and conditions for more detail. https://payflex.co.za/terms-conditions/ Once the merchant processes the return you will be reimbursed for everything you have paid to date, back to the bank card you paid with, or your installments adjusted accordingly, should the return have been less than the total order amount. VERY VERY IMPORTANT TO NOTE: If you returned the item in-store and the merchant provided you a voucher, cash, store credit, or did an EFT for the return, then your return will never be logged back to Payflex as you have received monetary value from the merchant directly for the item/s you returned. Essentially the difference between the value of the in-store return at the merchant and the installments you have paid to Payflex, against the total value of the order is actually money belonging to Payflex. Therefore you would still need to pay your remaining Payflex installments on the Payment Plan provided to you for the order from that merchant.
Regards
The Payflex Team
payflex's reply21 Jul 2023, 11:21
Official
Hi Livhu
We are slightly confused with your review as there were no support emails that indicated any issue with your returns and refunds. Our head of customer support contacted you for more information, however you have still not responded to her.
We trust this has all been a misunderstanding.
For purposes of clarity, kindly note the following.
Payflex is not part of the merchant business so we are not involved in product delivery, cancellations, or returns. We also do not have access to their systems. Payflex is an independent company and is only a payment gateway. We provide customers with a payment plan to assist them in spreading the payments of their purchase at the merchant over a 6-week period. Similar to a bank providing a loan. Only when the merchant processes the cancellation, or return on their side will we be made aware of it. The merchant may also decline the return and not process a refund in line with their returns policies. Until then and to be sure we do require our clients to continue paying their installments. This is to avoid penalty fees and a bad credit rating with Payflex. Please refer to section 5.3 and section 6 of our terms and conditions for more detail. https://payflex.co.za/terms-conditions/ Once the merchant processes the return you will be reimbursed for everything you have paid to date, back to the bank card you paid with, or your installments adjusted accordingly, should the return have been less than the total order amount. VERY VERY IMPORTANT TO NOTE: If you returned the item in-store and the merchant provided you a voucher, cash, store credit, or did an EFT for the return, then your return will never be logged back to Payflex as you have received monetary value from the merchant directly for the item/s you returned. Essentially the difference between the value of the in-store return at the merchant and the installments you have paid to Payflex, against the total value of the order is actually money belonging to Payflex. Therefore you would still need to pay your remaining Payflex installments on the Payment Plan provided to you for the order from that merchant.
Regards
The Payflex Team
We are slightly confused with your review as there were no support emails that indicated any issue with your returns and refunds. Our head of customer support contacted you for more information, however you have still not responded to her.
We trust this has all been a misunderstanding.
For purposes of clarity, kindly note the following.
Payflex is not part of the merchant business so we are not involved in product delivery, cancellations, or returns. We also do not have access to their systems. Payflex is an independent company and is only a payment gateway. We provide customers with a payment plan to assist them in spreading the payments of their purchase at the merchant over a 6-week period. Similar to a bank providing a loan. Only when the merchant processes the cancellation, or return on their side will we be made aware of it. The merchant may also decline the return and not process a refund in line with their returns policies. Until then and to be sure we do require our clients to continue paying their installments. This is to avoid penalty fees and a bad credit rating with Payflex. Please refer to section 5.3 and section 6 of our terms and conditions for more detail. https://payflex.co.za/terms-conditions/ Once the merchant processes the return you will be reimbursed for everything you have paid to date, back to the bank card you paid with, or your installments adjusted accordingly, should the return have been less than the total order amount. VERY VERY IMPORTANT TO NOTE: If you returned the item in-store and the merchant provided you a voucher, cash, store credit, or did an EFT for the return, then your return will never be logged back to Payflex as you have received monetary value from the merchant directly for the item/s you returned. Essentially the difference between the value of the in-store return at the merchant and the installments you have paid to Payflex, against the total value of the order is actually money belonging to Payflex. Therefore you would still need to pay your remaining Payflex installments on the Payment Plan provided to you for the order from that merchant.
Regards
The Payflex Team