Payment - Candex Support

born_again

20122013 said:

born_again said:

Candex seem to be a payment co that work with many large companies to process their payment, like other payment co's they are fully compliant.

https://www.candex.com/

https://www.nokia.com/suppliers/candex/

Yes, I did have a look and review are not encouraging (seem to do with their admin, hence my OP).

https://uk.trustpilot.com/review/candex.com

At a guess I would say that who you bought the product from uses them anyway. Or they would not be using them.

What do you think they will do with your details after processing the refund?

20122013

Alderbank said:

It's not at all clear to me what your grounds are for seeking a refund from Candex.The reason is critical in consumer rights.

There are several complaints about Candex on Reddit. Is your issue similar to this one?
 'Customer wants me to invoice through Candex? Any experience with this?
https://www.reddit.com/r/smallbusiness/comments/1b6fgs2/customer_wants_me_to_invoice_through_candex_any/

Candex has poor feedback on TrustPilot, especially about refunds
https://uk.trustpilot.com/review/candex.com

Are you in UK? Is this a business or consumer transaction?

thanks for the links, but they are not similar to my case.

I am in the UK and mine is a consumer transactions.

Some background information:

I bought some products from a shop as the quality was not as expected,  I returned to the shop and asked why and  they had referred me to the Manufacturer.

As requested by the Manufacturer, I had supplied all the information for their investigation and six months later no update from the manufacturer. Instead Candex has been emailing me with subject title ' Accept Payment PO#: <manufacturer's name 23-Apr-2025'. I have explained to Candex and the manufacturer that I do not want to use the Candex Support system and kept being told their systems is 

'Like many corporate enterprise requestor, to enable fast and secure funds transfer, we pay directly into vendor's bank accounts from our bank account via ACH transfer. In order to do this, we need your bank details. We use end-to-end encryption for all of your information, and will never share it with anyone. In addition, these details allow us to make deposits, but do not enable us to withdraw funds from your account(s).'

The manufacturer has not answered my questions, but wants me to accept their payment via Candex so they can close the case. Why should I have to accept their terms, I will ask for a cheque and if that is not possible then I have to leave it and keep the case open.  

I do not wish to share my details unnecessarily, due to past experiences. 

born_again

20122013 said:

Alderbank said:

It's not at all clear to me what your grounds are for seeking a refund from Candex.The reason is critical in consumer rights.

There are several complaints about Candex on Reddit. Is your issue similar to this one?
 'Customer wants me to invoice through Candex? Any experience with this?
https://www.reddit.com/r/smallbusiness/comments/1b6fgs2/customer_wants_me_to_invoice_through_candex_any/

Candex has poor feedback on TrustPilot, especially about refunds
https://uk.trustpilot.com/review/candex.com

Are you in UK? Is this a business or consumer transaction?

thanks for the links, but they are not similar to my case.

I am in the UK and mine is a consumer transactions.

Some background information:

I bought some products from a shop as the quality was not as expected,  I returned to the shop and asked why and  they had referred me to the Manufacturer.

As requested by the Manufacturer, I had supplied all the information for their investigation and six months later no update from the manufacturer. Instead Candex has been emailing me with subject title ' Accept Payment PO#: <manufacturer's name 23-Apr-2025'. I have explained to Candex and the manufacturer that I do not want to use the Candex Support system and kept being told their systems is 

'Like many corporate enterprise requestor, to enable fast and secure funds transfer, we pay directly into vendor's bank accounts from our bank account via ACH transfer. In order to do this, we need your bank details. We use end-to-end encryption for all of your information, and will never share it with anyone. In addition, these details allow us to make deposits, but do not enable us to withdraw funds from your account(s).'

The manufacturer has not answered my questions, but wants me to accept their payment via Candex so they can close the case. Why should I have to accept their terms, I will ask for a cheque and if that is not possible then I have to leave it and keep the case open.  

I do not wish to share my details unnecessarily, due to past experiences. 

When you say shop, was this a physical shop?

TBH,, if you want a refund, then you will have to go by the method retailer uses.

20122013

born_again said:

When you say shop, was this a physical shop?

Yes, it was a physical shop (chain) on the high street.

born_again said:

TBH,, if you want a refund, then you will have to go by the method retailer uses.

It seems that way.

I know consumer has a lot of rights, however, when I have not bought directly from the manufacturer things is not straight forward when comes to quality etc.

Appreciate all the replies.