MM
Mrs. Mckop
1 reviews | Active since May 2022
26 Nov 2022, 05:04
Contradictory Terms and conditions when given a Coupon
I've been an avid supporter of Payflex for a long period.
Recently I referred a friend and received a R200 coupon. This coupon was app**** o and a purchase over R1000 (minimum spend was R500 to qualify using the coupon.)
One of the items purchased was returned and Payflex decided to apply the refund against the discount according to their terms and conditions. Yet at the same time, the refund is app**** against the last installment. So basically the credit was app**** against a "credit" which means I ended up paying the price of the coupon, not enjoying the benefit of referring a friend. When trying to explain, I kept on receiving the respond around the Terms, yet they don't seem to understand that they just ******* me.
I have a few orders that are still running, and hopefully it will be the last. There are a few other platforms that offer the same plans. Note to new clients, read the T&C's and make sure that they explain it before applying coupons, vouchers, discounts and how refunds works, as it's contradictory.
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Replies (1)
payflex's replyOfficial
26 Nov 2022, 08:10Hi Candice
Thanks for your review. In part your review is correct.
However, it is important that we highlight the context of the use of a discount code which Payflex provides to our customers. It can get very confusing, frustrating and anger customers who don't understand the context of the terms of use of the discount codes.
Also key to remember is that Payflex do not in any way charge our customers any fees or interest on the payment plans we provide. (As long as you keep to the payment dates that is). This is in itself is a huge benefit to our customers and also one of the benefits that is least appreciated.
There is the old adage that says, "No good deed goes unpunished". Even when you give something to someone for free, a person will always find a way complain. This can hurt when one is the giver of that free gift.
No matter how much we explain the terms of use of discount codes provided by Payflex, customers will always feel short changed, as they expect free to always be free no matter the circumstances.
The discount code is essentially a free gift from Payflex to the customer on top of the free payment plan that Payflex provides. This is used to reduce their overall payment plan. Payflex is therefore sponsoring part of the product you purchased at the merchant.
So if you you purchased something for R1.000.00 and used a R200.00 code your payment plan would be R800.00 but you would get the R1,000.00 value of products delivered.
Payflex then pay the merchant the full R1,000.00 of which R200.00 comes from Payflex's pocket. You would only be required to pay back the R800.00
Unfortunately if you return an item for say R200.00, then Payflex need to recover the sponsored value we paid to the merchant against the R1,000 we settled with them.
This is where the discount then falls away and which causes customers the anger and frustration.
But, you as the customer would have retained the R800.00 worth of products and only pay R800.00, yet still benefitting from a interest and charge free payment plan.
In your review you mentioned a specific purchase. We have therefore used that exact example below for explanation purposes.
Value of Original Order R1 088.00
Payflex Sponsorship (Discount) R 200.00
Value of Original Payment Plan R 888.00
Value of Return R 209.00 (Payflex sponsorship falls away when items are returned)
New Order Value R 879.00 (i.e. R1 088.00 less return of R209.00
Payflex Sponsorship Remaining R 0.00
New Value of Payment Plan R 879.00
Less Payment made to Payflex to date R 444.00
Net Position R 435.00
You have therefor retained products to the value of R879.00 and your payment plan reflect this as follows:
Payment: 1; Amount: 222.00;AmountDue:0.00 Date: 6 Nov 2022; Status: Paid
Payment: 2; Amount: 222.00;AmountDue:0.00 Date: 20 Nov 2022; Status: Paid
Payment: 3; Amount: 222.00;AmountDue:222.00 Date: 4 Dec 2022; Status: Pending
Payment: 4; Amount: 222.00;AmountDue:213.00 Date: 18 Dec 2022; Status: Pending (adjusted by R9.00 due to return)
Please see Section 10.7 of our terms and conditions in this regard. https://payflex.co.za/terms-conditions/
Section extracted below for ease of reference.
10.7. Where you have used a Coupon to pay for an order, and you or the merchant later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
As frustrating and unfair as this may seem, we do trust our response explains the Payflex position on this matter clearly.
Regards
The Payflex Team
Thanks for your review. In part your review is correct.
However, it is important that we highlight the context of the use of a discount code which Payflex provides to our customers. It can get very confusing, frustrating and anger customers who don't understand the context of the terms of use of the discount codes.
Also key to remember is that Payflex do not in any way charge our customers any fees or interest on the payment plans we provide. (As long as you keep to the payment dates that is). This is in itself is a huge benefit to our customers and also one of the benefits that is least appreciated.
There is the old adage that says, "No good deed goes unpunished". Even when you give something to someone for free, a person will always find a way complain. This can hurt when one is the giver of that free gift.
No matter how much we explain the terms of use of discount codes provided by Payflex, customers will always feel short changed, as they expect free to always be free no matter the circumstances.
The discount code is essentially a free gift from Payflex to the customer on top of the free payment plan that Payflex provides. This is used to reduce their overall payment plan. Payflex is therefore sponsoring part of the product you purchased at the merchant.
So if you you purchased something for R1.000.00 and used a R200.00 code your payment plan would be R800.00 but you would get the R1,000.00 value of products delivered.
Payflex then pay the merchant the full R1,000.00 of which R200.00 comes from Payflex's pocket. You would only be required to pay back the R800.00
Unfortunately if you return an item for say R200.00, then Payflex need to recover the sponsored value we paid to the merchant against the R1,000 we settled with them.
This is where the discount then falls away and which causes customers the anger and frustration.
But, you as the customer would have retained the R800.00 worth of products and only pay R800.00, yet still benefitting from a interest and charge free payment plan.
In your review you mentioned a specific purchase. We have therefore used that exact example below for explanation purposes.
Value of Original Order R1 088.00
Payflex Sponsorship (Discount) R 200.00
Value of Original Payment Plan R 888.00
Value of Return R 209.00 (Payflex sponsorship falls away when items are returned)
New Order Value R 879.00 (i.e. R1 088.00 less return of R209.00
Payflex Sponsorship Remaining R 0.00
New Value of Payment Plan R 879.00
Less Payment made to Payflex to date R 444.00
Net Position R 435.00
You have therefor retained products to the value of R879.00 and your payment plan reflect this as follows:
Payment: 1; Amount: 222.00;AmountDue:0.00 Date: 6 Nov 2022; Status: Paid
Payment: 2; Amount: 222.00;AmountDue:0.00 Date: 20 Nov 2022; Status: Paid
Payment: 3; Amount: 222.00;AmountDue:222.00 Date: 4 Dec 2022; Status: Pending
Payment: 4; Amount: 222.00;AmountDue:213.00 Date: 18 Dec 2022; Status: Pending (adjusted by R9.00 due to return)
Please see Section 10.7 of our terms and conditions in this regard. https://payflex.co.za/terms-conditions/
Section extracted below for ease of reference.
10.7. Where you have used a Coupon to pay for an order, and you or the merchant later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
As frustrating and unfair as this may seem, we do trust our response explains the Payflex position on this matter clearly.
Regards
The Payflex Team
payflex's reply26 Nov 2022, 08:10
Official
Hi Candice
Thanks for your review. In part your review is correct.
However, it is important that we highlight the context of the use of a discount code which Payflex provides to our customers. It can get very confusing, frustrating and anger customers who don't understand the context of the terms of use of the discount codes.
Also key to remember is that Payflex do not in any way charge our customers any fees or interest on the payment plans we provide. (As long as you keep to the payment dates that is). This is in itself is a huge benefit to our customers and also one of the benefits that is least appreciated.
There is the old adage that says, "No good deed goes unpunished". Even when you give something to someone for free, a person will always find a way complain. This can hurt when one is the giver of that free gift.
No matter how much we explain the terms of use of discount codes provided by Payflex, customers will always feel short changed, as they expect free to always be free no matter the circumstances.
The discount code is essentially a free gift from Payflex to the customer on top of the free payment plan that Payflex provides. This is used to reduce their overall payment plan. Payflex is therefore sponsoring part of the product you purchased at the merchant.
So if you you purchased something for R1.000.00 and used a R200.00 code your payment plan would be R800.00 but you would get the R1,000.00 value of products delivered.
Payflex then pay the merchant the full R1,000.00 of which R200.00 comes from Payflex's pocket. You would only be required to pay back the R800.00
Unfortunately if you return an item for say R200.00, then Payflex need to recover the sponsored value we paid to the merchant against the R1,000 we settled with them.
This is where the discount then falls away and which causes customers the anger and frustration.
But, you as the customer would have retained the R800.00 worth of products and only pay R800.00, yet still benefitting from a interest and charge free payment plan.
In your review you mentioned a specific purchase. We have therefore used that exact example below for explanation purposes.
Value of Original Order R1 088.00
Payflex Sponsorship (Discount) R 200.00
Value of Original Payment Plan R 888.00
Value of Return R 209.00 (Payflex sponsorship falls away when items are returned)
New Order Value R 879.00 (i.e. R1 088.00 less return of R209.00
Payflex Sponsorship Remaining R 0.00
New Value of Payment Plan R 879.00
Less Payment made to Payflex to date R 444.00
Net Position R 435.00
You have therefor retained products to the value of R879.00 and your payment plan reflect this as follows:
Payment: 1; Amount: 222.00;AmountDue:0.00 Date: 6 Nov 2022; Status: Paid
Payment: 2; Amount: 222.00;AmountDue:0.00 Date: 20 Nov 2022; Status: Paid
Payment: 3; Amount: 222.00;AmountDue:222.00 Date: 4 Dec 2022; Status: Pending
Payment: 4; Amount: 222.00;AmountDue:213.00 Date: 18 Dec 2022; Status: Pending (adjusted by R9.00 due to return)
Please see Section 10.7 of our terms and conditions in this regard. https://payflex.co.za/terms-conditions/
Section extracted below for ease of reference.
10.7. Where you have used a Coupon to pay for an order, and you or the merchant later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
As frustrating and unfair as this may seem, we do trust our response explains the Payflex position on this matter clearly.
Regards
The Payflex Team
Thanks for your review. In part your review is correct.
However, it is important that we highlight the context of the use of a discount code which Payflex provides to our customers. It can get very confusing, frustrating and anger customers who don't understand the context of the terms of use of the discount codes.
Also key to remember is that Payflex do not in any way charge our customers any fees or interest on the payment plans we provide. (As long as you keep to the payment dates that is). This is in itself is a huge benefit to our customers and also one of the benefits that is least appreciated.
There is the old adage that says, "No good deed goes unpunished". Even when you give something to someone for free, a person will always find a way complain. This can hurt when one is the giver of that free gift.
No matter how much we explain the terms of use of discount codes provided by Payflex, customers will always feel short changed, as they expect free to always be free no matter the circumstances.
The discount code is essentially a free gift from Payflex to the customer on top of the free payment plan that Payflex provides. This is used to reduce their overall payment plan. Payflex is therefore sponsoring part of the product you purchased at the merchant.
So if you you purchased something for R1.000.00 and used a R200.00 code your payment plan would be R800.00 but you would get the R1,000.00 value of products delivered.
Payflex then pay the merchant the full R1,000.00 of which R200.00 comes from Payflex's pocket. You would only be required to pay back the R800.00
Unfortunately if you return an item for say R200.00, then Payflex need to recover the sponsored value we paid to the merchant against the R1,000 we settled with them.
This is where the discount then falls away and which causes customers the anger and frustration.
But, you as the customer would have retained the R800.00 worth of products and only pay R800.00, yet still benefitting from a interest and charge free payment plan.
In your review you mentioned a specific purchase. We have therefore used that exact example below for explanation purposes.
Value of Original Order R1 088.00
Payflex Sponsorship (Discount) R 200.00
Value of Original Payment Plan R 888.00
Value of Return R 209.00 (Payflex sponsorship falls away when items are returned)
New Order Value R 879.00 (i.e. R1 088.00 less return of R209.00
Payflex Sponsorship Remaining R 0.00
New Value of Payment Plan R 879.00
Less Payment made to Payflex to date R 444.00
Net Position R 435.00
You have therefor retained products to the value of R879.00 and your payment plan reflect this as follows:
Payment: 1; Amount: 222.00;AmountDue:0.00 Date: 6 Nov 2022; Status: Paid
Payment: 2; Amount: 222.00;AmountDue:0.00 Date: 20 Nov 2022; Status: Paid
Payment: 3; Amount: 222.00;AmountDue:222.00 Date: 4 Dec 2022; Status: Pending
Payment: 4; Amount: 222.00;AmountDue:213.00 Date: 18 Dec 2022; Status: Pending (adjusted by R9.00 due to return)
Please see Section 10.7 of our terms and conditions in this regard. https://payflex.co.za/terms-conditions/
Section extracted below for ease of reference.
10.7. Where you have used a Coupon to pay for an order, and you or the merchant later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with this Policy, the value of the Coupon will be deducted from the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
As frustrating and unfair as this may seem, we do trust our response explains the Payflex position on this matter clearly.
Regards
The Payflex Team