Sometimes things happen that are out of our control based on certain circumstances and this leaves people empty handed on a transaction. If you ever find yourself in need of a refund via PayPal, please follow the steps outlined below to use their claim system. The process is fairly simple and is normally quickly resolved if your refund request is legitimate.
Claims are a benefit of the PayPal Buyer & Seller protection programs they offer for all goods & services transactions. You should NEVER send payment to an artist as "Friends & Family", and an artist should NEVER accept payments as "Friends & Family". This is against PayPal's TOS as you are required to pay taxes and fees for using their service and can be fined up to $2,000 if reported. This also prevents buyers from being able to request legitimate refunds, and artists from fighting against false chargebacks. If someone on Art Haven is asking you to send payment as Friends & Family or to pay extra to cover fees, report them immediately by clicking "Report" on the message/post/comment.
Important: Filing a false refund request via PayPal can come with serious consequences on their side, especially if the person you're filing against has proof that the transaction was completed properly. Don't put your PayPal or AH account at risk for false disputes. Risks include hefty fines and account disablement, as well as possible legal action.
Requesting a Refund
Step 1: Log into your PayPal account and go to the resolution center: https://www.paypal.com/disputes/
Step 2: Scroll down and click on "Report a Problem"
Step 3: Find the transaction you would like to dispute, select it by clicking the little bubble to the left of the transaction, and then click "Continue" at the bottom of the transaction list.
Step 4: Follow the instructions based on the reason for the dispute and input any information as it requests. PayPal will open a dispute between you and the artist. If no contact by the artist is made or the outcome is unsatisfactory, PayPal will refund your money.
Note: Do not close or cancel a dispute based on verbal promises. Until you have the item that you paid for in hand or reach the exact outcome desired if you have chosen another reason to dispute, keep the dispute active and open. If you close or cancel a dispute and the outcome is still unsatisfactory, you cannot dispute the transaction for the same reason again. (Double Jeopardy)
While we like to have faith that people won't try to cheat the system or you for that matter, we understand there are malicious users who will try to create a false chargeback against you for no other reason than to get their money back, even if the transaction was completed properly. These are done via the person's Bank or Card company they used to pay the transaction with.
Fighting a False Chargeback
Step 1: Log into your PayPal account and go to the resolution center: https://www.paypal.com/disputes/
Step 2: Respond to the chargeback notice (or check the status of an existing one).
Step 3: Provide PayPal with all information relating to the chargeback, including all transaction records (such as proof of sending the purchased item to the user via message, email, or shop post.)
Step 4: If the credit card company decides in your favor, the buyer will be charged for the transaction and you'll get your money back.
If anyone on AH files a false dispute or chargeback against you and you have proof that the transaction was completed and satisfactory for both parties, please submit a support ticket to the Safety department and provide as much information about the member filing against you as possible. While we cannot directly help you via PayPal, we can help prevent this from happening to other members here on AH.