I have to make the unfortunate announcement that purchase options for my eBooks through Smashwords and it’s outlets (Apple, Barnes & Noble, Scribd., etc.) are indefinitely unavailable. This is not something I ordinarily would have chosen to do, because I believe people should be able to choose where they purchase their eBooks and the format they want. I made this decision because last year PayPal made two unauthorized withdrawals from my bank account. They weren’t for large amounts, the first was for about $36 and the second for about $12, however, this not only set up an alarm, but also sent me in search of answers.
For each withdrawal I first searched my PayPal activity record to make sure I hadn’t forgotten about them. When I couldn’t find a corresponding purchase amount, I went through my emails in search of an old purchase receipt for that company in that amount. When I could find neither, I filed a report in PayPal’s resolution center. The auto-reply in each case said I would hear back within a week or less.
The first time I waited several weeks without hearing a response to my case. The auto-reply is a no-reply, so I went back to the PayPal resolution center and discovered that my case file had disappeared. It was neither under open nor closed cases. I filed again with the same result. I finally went to the PayPal forums and asked for help. Someone had a number to call, which I did. After making several tries with the auto-options, I finally got a computer voice that told me I had filed for a refund back in 2016 and had lost. Good grief, if I had money coming to me wouldn’t I remember that? And for it to take over a year to be resolved? That didn’t make sense. What made it more puzzling was that the amount was for GBP. No other details were given that would have helped such as original transaction date and seller, and there was nothing on my activity records for 2016 to verify this. Even so, a record of my claim should have been in the resolution center for the entire time. I should have found it when I went to file the withdrawal the first time. But there was no claim.
Last month I found another unauthorized debit to my account from a company called Enumber NJ. There was a phone number, which I called, but it just hooked me up to PayPal’s automated phone answering system. Once again I first checked my PayPal activity records but there was nothing for that amount by that company. I opened another case in the resolution center. While I waited for a reply I tried to find information on this company. The only thing I learned is that they are a foreign company that has filed to do business in the U.S. No mention of what that business is or what they sell. They have no website.
When I heard back from PayPal all they said was that the debit was consistent with my activity record. Again, no date, no reason why the amount appeared nowhere on my record, no details about the company. This time my case did not disappear, but was placed in closed cases. It simply said “transaction not covered.” The only information I can find on this is that it has something to do with seller protection. I’m not a seller so I don’t understand what that means.
I later found quite a few complaints about this on the PayPal community forum. The official explanation is that the Enumber charge is because the buyer didn’t have enough money in their PayPal account and this is the fee for them using your backup bank account. Huh? I thought the purpose of PayPal was to pay directly from my bank account. I missed the memo that this was now just a back-up and that I would be charged $12 any time money was debited from my bank account. Even worse, I haven’t purchased through PayPal for months, so what purchase am I being fined for?
Anyway, this tale of woe is to explain why I have discontinued Smashwords publishing for the time being. Smashwords royalties are paid via PayPal, but it’s too nerve-wracking to leave things as is. It’s a horrible feeling to check my bank account online and be afraid more money has disappeared, especially when there’s nothing I can do about it. The bottom line is that I no longer trust PayPal.
I’ll conclude with the standard “apologies if this is an inconvenience” blah, blah, blah. Honestly thought, I hate that it’s worked out this way. My eBooks can still be purchased through Amazon.