Paxi misinformation

Packed a parcel according to regulation on the PAXI website, under 5kg, everything fit and could seal easily but secured package with tape for extra safety - only to have them refuse because it was too full and taped so they recommended I should buy another bag - nowhere does it state a package cannot be taped and the package still had space, if it were stated anywhere I wouldn't have a problem and adhere to their standards but R80 for another bag to replace sometime that's perfectly fine?