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ADVICE: Client refusing to get in contact

Hi all!

Back in November I opened for fursuit commissions. Client got a spot, paid the 30% non-refundable downpayment and replied promptly to my emails for three days (11/25 to 11/28). I have not heard back from my client since November 28th, 2017.

Since then, they have sent payments via PayPal for the suit in December and January, effectively and fully paying for the fursuit commission. In the last PayPal payment they put in the notes section that some things came up and they apologized for the lack of communication, yet paid on time.

As of November 28th I have sent them 6 emails, the newest being a few minutes ago, with progress photos and asking them to reply to my emails. Currently the fursuit is halfway done.
In my form I ask people put down their social media in the off chance they do disappear so I can contact them somewhere else; the client put down their FA. I left them a shout 4 days ago asking them to reply to my emails and saw that they had favorited something hours beforehand, when I checked a few minutes ago to see when I had posted the shout their account shows they were active 3 hours ago.

I have an abandon clause in my Terms of Service that states that, if a client is to halt communications, I reserve the right to alter the fursuit and re-sell it so a full refund can be given. As this is an artistic liberty piece designed by me no alterations need to be made but, as stated, it is paid for in full.

Any advice on what to do at this point would be appreciated, I'm very lost and have never had this happen before. Thanks!

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Artist's beware has moved!
Do NOT repost your old bewares. They are being archived.


Mar. 11th, 2018 06:44 pm (UTC)

Called PayPal and got told what I thought I would be told: per their privacy terms they cannot release any information past what has already been given to me. However, the representative pointed out to me that I had sent an invoice as the first payment and that an address should be attached- he was right. Sweet!
This raises a concern though: if my client moves I'll have no idea what their new address is. That being said, how often do people move and what is the chance of them moving within a 4 month period?

At this point I'm considering finishing the commission, sending them final photos and then mailing them the final product to the address verified on PayPal. That way the commission is finished and I don't have to refund them.
Mar. 11th, 2018 08:48 pm (UTC)
You may not like this answer, but honestly it's a toss up! :(

Your plan to finish the commission and ship to the address on the invoice is honestly your best bet. You can try and send an email to confirm the address, just to be safe and cover your bases.

The client may still live there, and tbh PayPal expects the seller to ship items to the address that the buyer has provided (aka the one linked to their account when they made the purchase), and if you provide tracking / proof of delivery etc, you're following the expectations PayPal places on sellers.

Like others have said, the buyer still retains the rights to the receipt of their item as long as the 180 day rule is in effect. Hopefully they do respond to you soon!
Mar. 11th, 2018 09:39 pm (UTC)
They commissioned art after commissioning me (not of the character I made, their own OCs) and just judging from afar they're the kind of client who doesn't favorite the art, just reposts after receiving it. So I guess they think that fursuits work the same way, in this case pay for it, supply an address and then go do something else until it's done. I dunno, if I paid someone over $1,000 to make me something I'd want to know how it's going!

I'm definitely email them about the address once I send final photos, I'll give it a few days to make sure it all checks out and then mail it out, even if they continue to give me radio silence.
Mar. 12th, 2018 04:08 pm (UTC)
Tbh I would advise against blindly posting it out. People do forget to update their paypal address and while unlikely in this case, sometimes people pay through someone else's paypal (partner/friend etc) and could have had a falling out with them and so on. There is a risk that you'll waste money on postage if it bounces back or worst case, end up in the hands of a stranger who may just keep it.
Mar. 12th, 2018 04:23 pm (UTC)
Hence why I plan on emailing them for confirmation before sending it out as soon as it's done and giving them time to reply. It's a weird situation but it is their PayPal account, not someone else's, and the account is verified.


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