Payflex - ***** money even on failed orders

We onboarded payflex as one of our payment options.When we initially started our journey with them we asked the question about refunds , payout options.None of the consultants told us about the fee or commission taken from payflex even on a failed or unsuccessful order. We had an encounter where a customer purchased a product and the item was no longer in stock. I logged onto my payflex dashboard and made the refund. The notice said refund successful. Later that day the payout on payflex was made to me with the deductible amount which was almost R1500 less. So they took a commission fee even though the customer didn't order. Surely this is *****ing? How do you take a commission on a reversal of an order ? There should be exceptions.Payflex needs to be flexible on failed or unsuccessful orders.So we made a loss of R1500. We are exploring more valuable and customer centric payment options. We have since lessen our catalog with payflex. Watch out for them. They are sly and *******. The finance consultant responsible still had the audacity to say we not refunding him anything. I've shared my experience with well established merchants who are now reconsidering payflex.