Stuff the client, let them eat cake!

Hi Darren

Thanks for your review and for talking to our COO earlier.

We apologise that you have not had the greatest experience with Takealot.

As mentioned Payflex is not part of the merchant business so we are not involved in product delivery, cancellations, or returns. We do not have access to their systems and don't even know what products customers have ordered.
 
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.

Most customers, unfortunately, fail to read our terms and conditions (https://payflex.co.za/terms-conditions) when signing up for the Payflex service. We attribute this mainly to the excitement created when signing up for the amazing solution that Payflex offers.

Most first-time customers understand the concept straight away. Some customers take a while to get used to the new Buy Now Pay Later model.

We have many satisfied customers. Most are repeat customers and have been with Payflex for over 3 years.

To assist you and anyone else reading this review and to ensure everyone understands the Payflex terms and conditions, we have extracted below,  for your ease of reference, the clauses that related to your review in order to provide context. 

 Section 5.3 reads as follows: 5.3. You accept all risk and liability related to the sale of the Goods by the Retailer and agree that we are not responsible for the delivery, suitability or quality of any Goods you have elected to purchase. You agree to contact and claim against the Retailer in the event of any issue with the Goods or if you wish to return any Goods. Section 15.2 15.2. To the extent permissible in law, and provided that we did not act **********ly or with gross negligence, we will not be liable for any loss or damage sustained by you or a third party arising from the use of our Payment Services. Section 6 6.1. We do not guarantee and have no responsibility for:         6.1.1. the suitability, quality or delivery of any Goods purchased by you from the Retailer; or        6.1.2. the availability of any Goods, all of which are the responsibility of the Retailer.

6.2. Any dispute that you have about the Goods (including but not limited to the quality, non-delivery or return of Goods) must be resolved directly with the Retailer.

6.3. We will not be liable to you if any Retailer refuses to accept our Payment Services for any Goods purchased. You will not have the right to claim anything from us or to institute any counterclaim against us or to apply setoff against us on this basis or any other basis whatsoever.

6.4. You cannot withhold any payments on the Instalment Plan as a result of any disputes that you may have with the Retailer.

6.5. If you have a dispute with a Retailer, that dispute will not entitle you to:       6.5.1. instruct us to refuse to pay the Retailer for Goods purchased by you;       6.5.2. refuse to pay us for payments already made to the Retailer, irrespective of whether such payment was made in respect of the Goods that are the subject matter of a dispute; or       6.5.3. instruct us to reverse a payment already made to the Retailer. 

 Regards

The Payflex Team