"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?