I’ve had an order from Finland, paid through PayPal. The PayPal address isn’ t the same name and address, is unconfirmed too, to the name and address on the order. Which do I post to? I’ve asked Folksy support but some seller may have had this dilemma and can come back more quickly. Thanks in advance.
Good evening Denise
I would say email the buyer and ask them which address is correct?
All the best x
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I have had this problem many times and always ask the customer which address to use but always point out to them that it would invalidate their insurance if posted to an address other than the address supplied by the PayPal payment address, hope that helps.
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Paypal Terms and Conditions state that you & the buyer are not covered by their Buyer / Seller Protection, unless you are sending to the same address as on the Paypal account.
The customer has probably bought the item as a gift and wants it to go direct - or else they’ve bought on behalf of a friend or family member, who has no paypal account.
In any case, if the address given on Folksy doesn’t match that on Paypal, I would double-check with the customer, before I posted to either address. I’d also point out that they are not covered by the Paypal Protection, should anything go wrong (such as the package being lost in the post). You could offer insured and tracked postage, for the additional amount (http://www.royalmail.com/price-finder), if they really do want it sent to a different address.
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I had this happen a few weeks ago, I emailed the customer to check and it turned out he’d bought the bangle as a gift for his niece who lived in Germany. Just be on the safe side I sent the parcel tracked and signed for and it was fine. I think as a seller you have to be fairly flexible about sending gifts directly to the recipient, but I would always check to make sure.
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I’ve emailed her via PayPal so just waiting now. Thanks for the advice.
Neither of you will be covered by paypal if you send it to an address not on the paypal payment.
What can be done is have your customer add another address to their paypal account.
Then refund them and get them to repay with the correct address.
I will never send to Another address, as a seller its just not worth all the potential problems and is a common way for people to scam sellers of item and their monies. Not that am saying your customer is a scammer.
But as a business it’s always best to stay safe and play inside the rules to protect yourself.
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I will only send to the PayPal address but I do email them first to give them chance to add the address to their PayPal account.
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I had a similar thing last night. I received a payment from someone that saw me at a craft fair in Torquay. Her Paypal payment receipt said somewhere totally different, so I emailed her back and she thanked me for picking that up, they’d forgot to change it. So like @wobbear say’s email the customer and have them confirm their address.
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I always popped off a wee email to the customer too, I didn’t really worry too much about the PayPal thing, just having the right address. I didn’t use a signed for service so didn’t have seller protection anyway but if you’re already ticking all the PayPal boxes to get the seller protection then it’s probably worth getting the customer to update their PayPal address too if that turns out to be the wrong one.
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Personally I always send to the address on the Folksy order as that is the one the buyer has consciously entered. And as others have said I do get a lot of orders to send direct as gifts (I do often e-mail to ask if the buyer wants to include a gift note if the name/address is different).
I’m not convinced the Paypal ‘seller protection’ is worth the virtual paper it is written on anyway as in the event of any problems they will inevitably side with the buyer. But fortunately I have never had to test it out 
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I have seen instances where Paypal do support the seller - if there is good evidence to show that the Seller did everything as they should (and in a particular instance, that the buyer was trying to pull a fast one!), then they will support the buyer.
Remember that Paypal’s rules and protections are in addition to the legal obligations of the seller (and the buyer - it’s illegal to steal a package and claim you didn’t get it!). Also, you need to state your policies clearly, in your Folksy (and other site) profile, about stuff like return postage etc.
Maybe I’m being overly cynical about Paypal But as I don’t use a delivery confirmation service for any but the most expensive orders, any claim I made would have to be from the postal service anyway? I prefer to operate something called ‘self insurance’, including a percentage in my pricing calculation to cover the possibility that the occasional package may go missing,
I also prefer to believe that my customers are on the level and that missing parcels are indeed missing. Having said that, after many years of selling, and sending out over 1000 parcels, I can count the number that have gone missing on the fingers of one hand.
As to a returns policy, this is clearly laid out in the Folksy terms of use which is linked to from the ‘Buying from me’ popup and I see no reason to deviate from it.
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