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Hi all! I checked the advice for artists tag and didn't see anything exactly fitting my situation, so I'm hoping for your thoughts.

A few weeks ago, I offered some wing-it sketch commissions at a cheaper rate, hoping to attract some business. Unfortunately, I took on too many slots and got overwhelmed, resulting in the commissions taking much longer than I wanted.

I've bee in touch with my commissioners to keep them updated and to apologize for the wait and/or offer something extra where appropriate. However, one client filed a claim on Paypal, which I didn't notice until I got an email saying the claim was canceled and that no funds would be deducted from my account.

I don't have personal experience with Paypal claims, so I don't know how easy it is to "accidentally" file a claim, and now I'm not sure if I should bring it up with them.

I fully accept this situation is all my fault, but in my past communication with this commissioner, they had said there was no rush to get the art done and were very understanding of the wait time.

If it's possible they just misclicked, I don't want to make a huge deal out of it. I'm just not sure if I should be concerned they will file a new claim, or if I should even mention it to them, or just leave it alone and keep monitoring my Paypal acct more closely.

Thanks in advance for reading and I'm so sorry if I did something wrong, I had some trouble with the tags.

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( 8 comments — Leave a comment )
Nov. 2nd, 2017 07:45 pm (UTC)
It's impossible to "accidentally" file a claim. Once you go that route on Paypal, you have to select a reason for filing and then set it through the dispute process. Once an item is in dispute, then it is manually escalated to a claim.

The good news is once a transaction has had a dispute opened and then closed on it, then the client no longer has the option to do it again. That is unless they paid with a credit card, and then opt to file a chargeback via their card. Which also can't be done "accidentally".

I personally would ask the client if anything is wrong. If they would like a refund, I'd rather refund them than ninja file a claim without saying anything.
Nov. 2nd, 2017 09:15 pm (UTC)
Thanks for the input! That was my suspicion (that it's not an accidental thing) but it's good to hear they can't reopen it too.

I sent them some progress shots after the email about the claim being closed, and they did not mention it, so I will touch base and make sure they're still okay.
Nov. 2nd, 2017 08:35 pm (UTC)
Since you missed the original claim message it's possible that they filed it then got a message from you and decided the wait was okay. Any number of other events are possible. What happened between the original claim and when it was canceled matters to whether it's worth bringing up.

I do agree that it's impossible to accidentally file a claim. It takes effort, several steps and you have to enter data.
Nov. 2nd, 2017 09:23 pm (UTC)
Sadly, I didn't talk to them between when the two emails came through, but I did send a message after the 'claim closed' email and they sounded very understanding and willing to wait.

I sort of wonder if it's possible that there are multiple people using the same Paypal account, and one of them wasn't aware that another had ordered a commission.

I don't want to make crazy assumptions though and I appreciate your feedback - I think I'll bring it up just to make sure that everything is ok and that they're satisfied in the end.
Nov. 3rd, 2017 12:48 am (UTC)
There's also a chance their card was hacked and the company chargebacked everything and the user was like 'no not this one' and they canceled it. Happened to a friend of mine, but they told the artist what happened.

If you're really curious, ask them!
Nov. 3rd, 2017 09:27 pm (UTC)
^ I have also had this happen when I opened a False Charge claim on my paypal they disputed like 5 other charges and I had to call in and clear which ones needed to stay. I also alerted all the artists I had paid and explained the situation. Cleared up in a matter of hours for me.
Nov. 3rd, 2017 10:21 pm (UTC)
Ohh, I see...it's a shame that kind of thing happens, I would have expected an explanation if that was really the case here, but I'm not one to talk.
Nov. 3rd, 2017 10:20 pm (UTC)
Ahh, that would make a lot of sense! I tend to think that kind of thing doesn't happen very often, but I guess it does...I did send them a message to ask, but no response yet. They've been pretty friendly throughout so I'm trying not to worry, but I've also read enough stories where someone's attitude can flip on a dime, so.
( 8 comments — Leave a comment )


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