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On Getting Info From Commisisoners

I have not one, but two seperate cases where I can't get customers to send me their shipping info after paying for shipping.

In one case, the person is not responding to my queries at all--that one was commissioned in person and he only gave me an email and FA as contact info. Since he has done nothing to respond to my notes or emails except favorite the piece on FA, I'm going to assume he doesn't want it shipped...

In the second, I have asked multiple times for this person's address. She definitely wants it--she's even asked me twice about it. For some reason there was no address attached to the Paypal (it says "no address on file"), and every time I shout, note or comment to ask for an address to send it to she either avoids that part of the comment entirely or says "but I already told you my address." We've only communicated through FA and I haven't deleted anything--the note and comments don't have her address. Finally in April, we were supposed to meet up at a convention but she wasn't able to find me in the dealers room (totally reasonable as I was only there on the sunday due to wait-listing etc. and the place was HUGE.)

I'm honestly not sure what to do! This has been going on since late January. I don't think she means to be a pain...I think she truly believes Paypal sent her address...her package is all packed up and ready to go out all it needs is an address and a stamp! I don't understand why she doesn't just send it again even if she's convinced I already have it. I'm honestly a little nervous she might even post me here or be giving me a bad reputation elsewhere that I don't know about.

What do people suggest? At the moment I have it in an easy-to-locate spot awaiting her to give me an address so if she does it can be in the mail the next day. I've already done the work, I don't want to refund her full, but I'm wondering if I should refund shipping, put the sketches in my "originals" pile and call it done. Unfortunately the first commission mentioned was paid in cash--the best I can do is bring it if I go to the same convention next year and see if we run into each other.

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Comments

( 21 comments — Leave a comment )
purpule
May. 25th, 2010 05:26 pm (UTC)
even IF she truly believes paypal gave her address, what skin is it off her nose to repeat it? Looks madly suspicious to me, but I can't understand why, unless she's super paranoid about giving out her address, BUT in that case how does she expect to have anything sent to her at all?!

All I can suggest is saying that if she doesn't give you her address, or repeat it since you can't find it (even though you never actually got it) that you cannot possibly hand it over to her - it's nothing to do with you being awkward, you just CAN'T send a package to "Commissioner, dunno street, somewhere" and expect it to magically find it's way to her.

Tell her also if she has this much of an issue giving out her own address, ask for one she'd be comfortable with it being posted to since she has such a weird issue with it obviously
skulldog
May. 25th, 2010 05:26 pm (UTC)
I've had this same problem, and honestly there's not much you can do!

If they paid for shipping, hold on to the art for now, and try to catch them at a convention if you know they'll be there. That's what's worked out best for me.

I usually hold onto unclaimed art for about a year, a little longer if I'm familiar with the buyer. After that and no contact with address or anything, I just toss it into the 'for sale' binder. If you've made all the effort to GET the address, and they aren't doing their part, I don't see why you can't just toss out/sell the art after a set period of time.
stormslegacy
May. 26th, 2010 02:30 am (UTC)
That makes sense. I don't do much volume by way of commissions so I admit I did wonder...if I get more commissions as I get better would this mean I'd have a pile I could never get rid of just in case? XD yea time limit = good idea.
dreamerdragoon
May. 25th, 2010 05:29 pm (UTC)
For No2, giving her a polite ultimatum seems a good way to go, yeah. Either she can pass you her address, or if she's uncomfortable with that for whatever reason, you'll refund her shipping and consider the commission closed (I'm assuming she has a digital copy of the work anyway?).

For No1, a 'final' email to the contact details you were given will probably be handy for your records if you ever encounter issues with the buyer in future - I guess along the lines of stating that this will be the last attempt on your part to get a response, but the buyer is welcome to contact you again to try and sort something out when/if they become available again.
dreamerdragoon
May. 25th, 2010 05:30 pm (UTC)
Although on second thought after the comments above, it's probably useful to put a time limit for No1 so they don't reappear in a couple of years' time wanting the art XD
stormslegacy
May. 25th, 2010 05:55 pm (UTC)
That seems like a good idea. I'm a little worried that refunding the shipping money might upset her, because it's a pretty final way of saying I'm giving up, but it's the best I can think of. I didn't think of a "final notice" that sounds like a great idea.
coyote_feathers
May. 25th, 2010 05:30 pm (UTC)
I wouldn't worry terribly much about it. With the first guy he doesn't seem too fussed to have it shipped. You've asked and been ignored, right? He's aware the piece exists, has seen it and liked it. I would only ask so many times before assuming that he's happy just having a digital copy.

The other one is a little trickier. She insists she sent you her address but you don't have it. Personally, I would explain it very clearly - you have gone through your entire correspondence with her and her address is no where to be found. It is not on the PayPal receipt. It really can't be too much trouble for her to type out her address a second time. If not, well... I suppose that's her problem.

Some people are funny when it comes to mailing commissions. I've had people ask me to mail things to PO boxes rather than their home address because they did not want their roommates to accidentally open their furry art commission. I've had people ask me to hide their badge in a greeting card so it doesn't show through the envelope. Some people are a little ashamed of their hobbies and might try some funny ways to hide them from their family. That could be what's happening here.
stormslegacy
May. 25th, 2010 05:57 pm (UTC)
*nods* I agree about #1, it just seemed a shame that he spent nearly $50 on a full traditional commission with a background and is happy with the scan. Seems kinda odd, yannow?

I did explain to her that I have no note, email or record from her, but she just insisted and left it at that. I dunno, maybe you are right.
lunasilvertail
May. 25th, 2010 09:35 pm (UTC)
"I've had people ask me to mail things to PO boxes."

I have a unrelated question now. (Sorry if it's stupid)
Is it more difficult as a artist to mail it to a PObox? I don't have a actual mail box, so if I were to commission art would it be harder for the artist to send it to me?
beetlecat
May. 25th, 2010 10:20 pm (UTC)
The only difference is that UPS and FedEx refuse to deliver to PO boxes so they'll have to send it USPS (or UPS will phone and ask you for your home address).
coyote_feathers
May. 25th, 2010 10:43 pm (UTC)
Nope! You just address it to the PO Box is all. I've only had to mail small things to PO Boxes, so I've never had any complications because of size. I would think that mailing large packages to a PO Box might be difficult.
skiota
May. 26th, 2010 04:57 am (UTC)
If you mail a large package to a PO box they put a separate key in your box with a notice, and place the package in a larger box (hence the key) or in some cases, keep it behind the counter and you have to ask for it. Usually it's not a problem, unless your post office has a habit of loosing things.
kalika_tybera
May. 25th, 2010 05:39 pm (UTC)
Perhaps try sending them both an email with a due date? Politely of course, but something along the lines of "Hey, I've tried contacting you for a shipping address for a number of months now and if I don't receive an address from you by -x- date then I will have to refund the shipping fees and close the commission".
It's really not cool leaving you hanging for months and months on something that takes moments to type. If she had an issue with giving out her address then she shouldn't have paid for shipping.

For the future, I'd recommend maybe using a commission order form. I use Formsite.com to create mine and I make the shipping address a mandatory question field so it can't be left out. I also manually take all shipping addresses upfront when at cons, because it's so easy for people to disappear online sometimes.
stormslegacy
May. 25th, 2010 05:59 pm (UTC)
Thank you for the suggestion of the form! I'll take a look at that. I'm in the process of creating a website and using that as my commission base rather than FA, but it's slow work since I can't afford a website designer or anything atm.

Yes, I ,like another persons suggestion of sending a curt "FINAL NOTICE" email.
coyote_feathers
May. 25th, 2010 08:07 pm (UTC)
That form site is awesome! I've been looking for something like this for a while. Thanks for the tip! :D
kalika_tybera
May. 25th, 2010 08:57 pm (UTC)
Oh heck yeah, I love that site! If you wanted to see one of my forms that I use to get ideas, here's my conbadge form:
http://fs17.formsite.com/KalikaTybera/Conbadges/

It's great too because it emails you a copy once someone fills it out, so you can have it in your files.

Edited at 2010-05-25 08:58 pm (UTC)
coyote_feathers
May. 25th, 2010 10:43 pm (UTC)
Thanks. I'm having a hard time figuring out how to have it email me, though. I'm sure I'll figure it out!
kalika_tybera
May. 26th, 2010 12:24 am (UTC)
Once logged in, you want to go to the Form tab and go under "notifications". You can set email preferences there.
frazzled_niya
May. 26th, 2010 05:36 am (UTC)
it's possible that she marked the payment as "no address needed" when she didn it. Maybe fwd her a copy of the paypal reciept with your next email...or a screen?? (might come off as a little obnxious though?)

Other advice is good though

Hope it works out
nauro_chan
May. 30th, 2010 04:03 am (UTC)
Well I can't say much about the first one, but a due date might be good.

And same with the other a due date to get her art might wisen her up. Maybe screen shot the transaction on paypal and send it to her proving that it doesn't have the address or some of the notes as well? It might help.
kayla_la
Jun. 28th, 2010 06:47 am (UTC)
Anything new on these cases?
( 21 comments — Leave a comment )

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