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Wed Nov 30 2016 19:43:06

PayPal's Message to Holiday Shoppers - Too Negative?

By: Ina Steiner

Sponsored Link

"Not happy with an order? We can help." That's the subject line of PayPal's holiday marketing email campaign sent this week. Inside, it tells recipients, "Shop with peace of mind this season."

PayPal is working to reassure holiday shoppers by telling them it will help them get a refund if their order arrives damaged, is different than advertised, or doesn't arrive at all:

PayPal Purchase Protection helps ensure you don't put a bow on something broken. If your order arrives damaged, we can help get you a refund. (Learn More & See Eligibility.)

(Cue photo showing broken Christmas Tree ornament.) The email continues:

Did you know PayPal Purchase Protection also covers eligible orders that arrive different than advertised or not at all? (Learn More.)

Both URLs link to this landing page where it describes PayPal Purchase Protection and advises shoppers to file a dispute within 180 days of purchase or payment.

The marketing email also includes a link to a landing page where it offers discounts from big brands such as Mattel: "We've stuffed your stocking with great holiday deals from your favorite brands."
 
Included on that page is the enticing offer, "Return Shipping's On Us! If a gift isn't working out, we can give it a free ride back to the workshop." Clicking through to learn more provides this explanation:

*Exclusions apply. This is an exclusive offer offered to eligible PayPal account owners. With this service you are eligible to receive up to 12 refunds per calendar year (between January 1st and December 31st), and may receive refunds of up to $30 USD per claim. PayPal reserves the right to cancel or modify part of or this entire Offer at any time without notice, for any reason in their sole discretion.

What do you think of PayPal's approach to enticing shoppers to use its payment method when shopping for holiday gifts? Does it focus too much on the negative, including the photograph of the broken product?

What message do you think PayPal should be sending would-be holiday shoppers?




Comments (20) | Permalink

Readers Comments

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

This user has validated their user name. by: Marie

Wed Nov 30 20:30:49 2016

I think way too many people focus on the negative instead of the positive, for many reasons.  We saw this type of attitude at its worse throughout the campaign for president.  

The negative things such as transactions do not happen near as often as some might want you to believe.  The vast majority of transactions go off without issue.  It is just human nature to complain about the bad ones and not boast about all the good ones.

Granted the bad transactions take up valuable time and often cost us money, but there isn't a single soul here that would continue to sell on the internet if they weren't having the majority of their transactions getting completed without issue.

So for every bad story there are a whole bunch of good stories.  This is pretty true on many different subjects and parts of life.

To dwell on the negative, which PP's email does is to invite more problems that would most likely happen without it.  Certainly the customers need to know about the policies of PP and how they are covered, but an entire email devoted to it under the cloak of trying to drum up business smacks of those that think something is broken and needs to be fixed.

So whatever PP deems is broken, somehow these highly educated people believe that a negative, problematic email is the best way to spend their time and money to get more people to use PP for the holiday season.  Really?!?!?  I'm thinking that something way more positive and fun could have been designed with a brief mention of their policy on returns.  

In doing that I'd bet they'd get more business and NOT alienate more of the businesses that use them as their payment processor.  All advertising this accomplishes is reaffirming that as soon as some businesses have other payment processors available to them, it will by bye bye PayPal.

For me, I don't have very many problems with PP and overall I'm happy with the service I receive from them.  But with that said I absolutely do not like an email or communication like this going out to my potential customers.

It is the holidays.  You aren't suppose to be acting like Scrooge!!!  Bah Humbug!

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

This user has validated their user name. by: iheartjacksparrow

Wed Nov 30 21:34:43 2016

I think the referenced e-mail goes a long way to encourage buyers to be "renters." The fact that they mention the 180-day claim period just reinforces that a buyer can use and abuse something for six months, and then get their money back.

And I love the "Return shipping's on us!" No, return shipping is on the beleaguered sellers.

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

by: 27tcle This user has validated their user name.

Wed Nov 30 22:25:07 2016

IMO this is a Paypal to scammers: Feel free to rip people off, blind side the sellers 180 days later, and charge back when they least expect it. Go ahead and ship your seller a stone if they don't cave and refund outright and get your items for free!

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

by: pace306 This user has validated their user name.

Wed Nov 30 22:54:45 2016

Well, who runs Paypal now? Anyone?

Oh yeh, its that seller hating, fvf stealing eBay CEO!

THAT is why you get negative Paypal emails.

It COULD have stressed the positives of buying on eBay and/or online and just added a "dont worry we have you covered" but NO.

JD always has to go that extra step to anger the "noise" to show us "just whos boss around here".

Gotcha JD - but I also "got" Amazon payments and the business there.

"Not happy with an order? - if its NOT defective or SNAD - then too friggin bad. GO to Macys and pay %300 MORE and stop complaining.

"Return Shipping's On Us! If a gift isn't working out, we can give it a free ride back to the workshop." ... they must NEVER have met the grinch that stole eBay - since thats not policy.

MAYBE that should be (and most here agree it should be) the policy all year round. ALL returns unless SNAD are to be paid for by the buyer PERIOD.

"you are eligible to receive up to 12 refunds per calendar year" REALLY 12? Is it THAT BAD out there that you need 12 returns?


This is why Paypal is known to be eBays EVIL TWIN

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

by: dans parts This user has validated their user name.

Wed Nov 30 23:51:17 2016

Gee.  Wonder if PP can help me with something that didn't show up in the time frame it was supposed to???

My PAYPAL DEBIT CARD@!!!!!!

Got an email from them this morning, saying "You've got the card.  Now activate it."  Except I don't have the card.

And the current one I've got expires tonight.

And my USPS service is absolutely 2nd to none.  They haven't lost anything coming to my house in literally YEARS!  Or anything leaving it, either, for that matter.

Get your own house in order, morons, before you volunteer to help others "clean up their mess".

The problem I have is quite simple to diagnose.  They just didn't send it in time.

Can I give them a Defect?

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

by: Tiffee Jasso This user has validated their user name.

Thu Dec 1 00:03:56 2016

This is just more of the tactics we seen from Donahoe when he headed Ebay. The bane of America right now is we are flooded by this type of CEO and Legislators. Everyone of them supports sending jobs and money to Asia and any profits to accounts offshore. None seem to support this country's business marketing or industry. And as we have seen are weak on paying taxes if any.  

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

by: Moonwishes This user has validated their user name.
Web Site

Thu Dec 1 01:25:30 2016

What is sad as this kind of letter affects many sellers on line not just ebay, eCRATER, etsy, etc. ones. One of my favorite sites takes PP as a main source of payments and it isn't a 'small' seller on a venue with a bunch of other sellers. Many on line businesses use PP and you wonder if they know that their buyers got a letter like this from PP?

PP definitely needs someone seller centric at the helm instead of the goof bll they have.

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

by: Beth This user has validated their user name.

Thu Dec 1 06:26:32 2016

I'm with those who are blaming JD for this.  I've said for years that ebay and Paypal's verbiage drove more people away from ebay and Paypal than anything else.

How about this?

PayPal Purchase Protection helps ensure you don't put a bow on something broken. If your order arrives damaged, we can help you open communication with the merchant you purchased it from.

Would that be so horrible? I'm sure some here has an even more positive note.

SHEESH...  I'm liking Stripe more and more  

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

by: maxmad This user has validated their user name.

Thu Dec 1 08:35:55 2016

Not sure why they would put their nose deeper into their customers business, but the only thing this  advertising will do is open a can of worms for Paypal, their phone lines and emails will be jammed with issues after the holidays,


We learned a long time ago that Negative advertising doesn't work, and to be more positive in all our advertising, this paypal email is a classic business amateur hour mistake, that they will regret, they will financially gain absolutely nothing from, just problems.  

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

by: fifilapew This user has validated their user name.

Thu Dec 1 08:53:09 2016

hey buttinskis, just so you know, goods that arrive damaged are an insurance claim through the shipping carrier and not via the payment processor.

I received my Paypal email last night and IMMEDIATELY knew this could have some long term damaging effects on ALL retailers. What newbie sent out this foolish email?  

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

This user has validated their user name. by: Don Wagner

Thu Dec 1 09:38:48 2016

Saw the ad - I guess if you're a company that's got it (a grip on our money), flaunt it. I truly have to wonder - if I were CEO of PayPal, maybe I would be doing the same things?

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

by: Moonwishes This user has validated their user name.
Web Site

Thu Dec 1 10:01:58 2016

@Beth ->SHEESH...  I'm liking Stripe more and more   <

I've been using Stripe now with eCRATER now for awhile with ~$7K in transactions with them and no trouble. And once you are with them for awhile you can get your payments paid out automatically within about 24 hours or less of getting them!

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

by: uppercutknives This user has validated their user name.

Thu Dec 1 10:48:07 2016

This paypal email tempts me to shut down all holiday sales this year. I agree the email is "VERY NEGATIVE" and does invite fraud.
I don't expect to continue selling next year anyway. Maybe an early shut down is in the works.
SHAME ON PLAYPAL.

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

by: LadyTWH This user has validated their user name.

Thu Dec 1 12:50:33 2016

This is a prime example of why I will not accept Paypal anymore. I dropped them 2 years ago when they came up with the 180 days to return. I use Square exclusively and have been very happy with them.

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

by: Snapped This user has validated their user name.

Thu Dec 1 19:12:27 2016

When eBay started to plaster their 'buyer protection' logo and message all over every page, listing and correspondence, a few years ago, the number of transaction 'issues' increased exponentially, despite the fact as was noted accurately above, the overwhelming majority of transactions are (still) actually fault free.

That is measured fact.  Unlike the accompanying explosion of measured and resulting 'blamed defects' that were used to decimate the lower volume seller base that bore the brunt of these results, since the noted increase of issues need not have been based on FACTUAL problems so to be eligible for said 'protection'.

The 'noise' that arose predicting just such a reaction to such negatively focused advertising is also a matter of record.  

And one would reasonably presume the resulting cost increases to the venue (in time spent and 'courtesy refunds' relating to dealing with higher issue rates) would be a matter for reflection as well.

Alas, it seems not so.

So not only do the 'educated' management' of these organizations have no sense of long-term benefit, they would, by this latest example, appear to have short memories too.  

And if not, that's even scarier, because some other motivation (re: eBay 'experiences to sellers) must be involved.

Seems to me, what is REALLY needed is some kind of protection from the VENUE now.

I'd bet though, were such a thing ever to be available, they'd never advertise THAT.

Too negative, don'tcha know.  

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

by: pace306 This user has validated their user name.

Fri Dec 2 08:11:29 2016

lol eBay offers you protection and so does la costa nostra ..... you figure it out!

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

This user has validated their user name. by: Rexford

Fri Dec 2 13:58:52 2016

The power of suggestion is powerful. Why even go there?

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

This user has validated their user name. by: NiciArt
Web Site

Sat Dec 3 12:21:45 2016

Over the past two years, Paypal has managed to accelerate their path to complete irrelevancy with overseas call centers and policies that seem more like a last ditch effort to preserve their motto, "A safer way to Pay." Once Paypal was "the" payment processor for internet orders, however the influx of gateways such as Stripe and Authorize.net have relegated Paypal to the bottom of pack.

Another example of Paypal clinging to their life raft is the Shopify check out, which featured a huge check out with Paypal and tiny "or" leading buyers to believe many shops only accept Paypal. Looking at the line of payments, Amex, Visa, Apple Pay... all are exactly the same size in a neat row, yet Paypal has it's own special position 3x the size of the other payments.

The comments here referring to the power of suggestion are also spot on. It seems Paypal is out to stir the pot to then prove its worth thereby creating problems in order provide solutions

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

by: Barbbie This user has validated their user name.

Mon Dec 12 08:57:50 2016

Sounds negative to me.
The most recent problems I have experienced with paypal buyers have actually resulted in paypal stupidly paying under seller protection.
It seems they are too dumb to realize that the second or third attempt the buyer makes when trying to get a refund after a first time failed attempt at a chargeback is probably false. Eventually these buyers figure out that the way to go is to say "unauthorized purchase" and then of course, that is paypal's fault and they pay it - even though they have been told this seller had another reason first and has received the item and not returned it, etc... They still pay it! You would think they would have figured this out by now, but it happens each and every time the first attempt fails!
Eventually they will probably want to take seller protection away because they keep paying on it when neither seller nor paypal should. So the next time they want a refund, the go to will most likely be unauthorized purchase for these clowns, they do not have to return the item for this either!

PayPal's Message to Holiday Shoppers - Too Negative?   PayPal's Message to Holiday Shoppers - Too Negative?

by: val2525 This user has validated their user name.

Mon Dec 12 15:27:54 2016

The ad that annoys me is the one where PayPal says return shipping is free if the purchase doesn't work...and it's a lady trying to get her dog to chew on the new chew toy instead of the table leg. Seriously, PP?  It's the seller's fault if the dog doesn't like the toy?



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