Yaga charged me for unused shipping despite refund from PUDO and refuses to process refund

Yaga deducted R69 for a PUDO shipping label I never used, and now refuses to refund it, despite PUDO confirming that the credit has been issued back to them.

Here’s what happened: I shipped my parcel using the PUDO app directly and paid for it myself. Afterward, I updated the order status on Yaga to “shipped,” assuming this was just an update for the buyer’s sake. What I didn’t know, and what Yaga failed to clearly explain, is that this would automatically generate a second PUDO locker booking, triggering an automatic, non-refundable deduction of R69.

While Yaga technically displays some warnings that locker bookings are non-refundable, the app never made it clear that marking the order as “shipped” would create an entirely new booking. Since I had already shipped the parcel, I assumed the warnings referred to the locker I had already paid for and used. No confirmation screen, no explicit notice of payment, just a silent background charge.

To make matters worse: • I contacted Yaga support within the 36-hour window to ensure everything was in order, and their own support bot explicitly told me not to worry. • I later found out I had been charged for a second locker, one I never used. • I contacted PUDO directly, who acknowledged the issue and confirmed that they’ve credited the booking back to Yaga. • Despite this, Yaga is refusing to refund me, now claiming that PUDO was “incorrect” to issue the credit.

I also had to repeatedly request an escalation, and when they finally assigned someone else, they closed the case without addressing the actual issue: I was charged for a service I didn’t use, after being misled by their system and reassured by their support.

Yaga’s current stance is unacceptable. Their app UX is confusing, their automated system silently charges users without confirmation, and their support team deflects responsibility even after PUDO has taken corrective action. I am asking Yaga to refund me for the unused locker charge that PUDO has already credited to them.