Paypal...a true story

Consider this blog post a cautionary tale...

a public service, if you will

If you accept Paypal, take note

Now, we've had our fair share of hiccups with Paypal over the course

of the 13 years we've used it

But this latest fiasco was the last straw for us...

Adios, Paypal

Let me tell you what happened to us

(and could happen to you)

We sold some nightstands on Etsy

They were available for custom paint

but the buyer wanted them "as-is"

Of course, we have the entire conversation documented

 in our Etsy email convo

(not that I thought I'd need it for evidence...geez!)

Since she didn't want them painted, we paid for the shipping

($120 plus time and packing supplies)

Custom orders typically ship in 4-6 weeks

but because these were going "as-is", they were ready to ship immediately

We shipped the items within two days

(hooray, the client will be so surprised!)

We send client notification that items have shipped,

and she replies with "I want to cancel my order, I found some I like better"

and follows up with a nasty email saying we shipped them early on purpose 

before she could change her mind

We don't accept returns, especially on items that have already shipped

We try to be fair...if the items haven't shipped, or custom work hasn't started

we'll make exceptions

She tries to file a dispute with Etsy, who tells her she agreed to our shop policies

when she made her purchase

To Etsy's credit, they pretty much let you run your own business

(what a concept!)

so long as your policies are stated 

and they don't violate Etsy's own policies

The buyer then files a Paypal claim for non-receipt, 

even though she knows they are on their way

Paypal allows a dispute for non-receipt within two days of purchase? 

Yep.

No worries, right?  All we have to do is provide Paypal with the tracking info

 to show proof of shipment and delivery

We shipped via UPS with tracking

Per tracking the items arrived

Case closed, right?

Wrong.

Now she files a dispute saying the items are not as described

claiming she wanted them green and we told her we don't paint things green...

(I'm not joking.  I wish I was. She seriously said this in her dispute claim.)

Again, no worries because I have the conversation from Etsy where she specifically said

she wanted them just as they were.

One of the emails said

 "I don't want them painted, just send them as they are"

I take a screen shot of the entire convo and send it to Paypal.

Guess what?

Screen shots and emails ARE NOT ADMISSIBLE AS EVIDENCE

Paypal emails the buyer and tells her that we have AGREED to refund her

if she returns the items

No one even contacted us about it

I hardly call that agreement!

You know Paypal pulls that money RIGHT out of your account 

until a dispute is settled, right?

So all this time, we are out the items AND the money

Fine, we think. At least she has to return the items.  

We're out the shipping costs,

but we can resell the items

Not ideal, but it's better than nothing

and really, what can we do at this point?

Paypal stipulates that the items must be shipped back to us by 10/27

with proof via tracking info

On 10/26, I get an email saying the items have been shipped

and a tracking # is provided

Paypal says they will "officially" refund her once the items are delivered

and we have confirmed they are in the same condition they left us in

I check the tracking # on Monday, 

because she's in-state and in-state delivery with UPS is next day

Guess what?  The tracking # is no good...

NOT A VALID TRACKING #

So I email Paypal and they confirm that yes, indeed, the  tracking # she provided is not valid

(don't they bother to check these things?)

My next email from Paypal SHOULD be a proper tracking #, right? 

Or perhaps an email saying the case was closed because the buyer failed to 

fulfill her end of the deal? 

Nope.

It's a notice that they have SIDED WITH THE BUYER

and refunded her in full

Evidently, you can buy something,

claim it wasn't what you expected,

promise to return it,

get a full refund,

and keep the items

All you have to do is pay with Paypal

 file a claim

and make up a tracking number

So, now we have NO items returned to us

NO payment for the items

NO tracking info to prove they were even sent

and NO RECOURSE

because Paypal does as they please with YOUR money

I know.  I'm sort of in shock.

How can this be?

If I was reading this, written by someone else,

I'd assume they were exaggerating

or there was more to the story

I'm not, and there isn't. 

This is what you agree to when you agree to accept Paypal

It doesn't matter if you do everything right...

timely shipping, tracking...

you can still get scammed, and Paypal lets it happen

in fact, they facilitate it happening

Oh, and to add insult to injury?

When I tried to cancel the transaction on Etsy to recoup the fees we paid on that sale,

they DENIED us because the buyer was still in possession of the items

even though she was refunded in full.

Um, seriously?

I pointed this out, and to be fair,

I haven't heard back yet.

Perhaps it was an error.

I certainly hope so, because that just ain't right!

I was researching this situation, and I stumbled upon case after case

just like this...it happens all the time

Appalling, but true

The moral of this story? 

Paypal sucks.