Happy Stitches

Keep your stitches smiling!

The PayPal Saga: Supporting Small Business? June 13, 2019

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Posting cute cat photos to my social media accounts helped to save my sanity these last two weeks…

I wrote the following blog post yesterday; see update at the bottom.
I’m fit to be tied and have been pretty much out of business for the last 13 days.
Sometime in May, PayPal put a little Red Dot on my business account page. I clicked, as one would: they were looking to update my business information. I followed the link. Apparently, owing to new government  (Canadian? US?) regulations, they needed more business details than had been provided when the account was set up 14 years ago.
This didn’t seem too hard to deal with…
Little did I know!

This shouldn’t be a problem!

I looked at the list of requirements: they seemed to need confirmation that my name, address and business were all correctly associated.
The first hurdle appeared to be that the name on my PayPal account somehow read as Lucy Neatby Designs rather than the registered company name of Tradewind Knitwear Designs Inc.  No idea how it came to be that way, but that had been set up 14 years ago.
The online document listed  a list of the items that they needed. Many of them were quite personal, with confidential information that I would not normally share.
Initially, I set out to submit all the information documents requested but not the entire sheet. For example, they asked for a company bank statement with address and bank account details –  IMHO they really didn’t need to see my balance or transactions, so I submitted only the top halves of several of the sensitive documents, which included the requested address and company name, etc.
Satisfied with having now fulfilled my obligation, I moved on.

still smiling… the calm before the storm

A couple of days later I received the first (of many) emails with a subject line of “Request for Additional Information”. I called customer service; apparently they don’t accept partial documents. Every document must show all four corners of the sheet.
OK, privacy be damned! I resubmitted the full documents. A couple of days later,   another “Request for Additional Information” was sitting in the Inbox.
I had to go out of town for a week.  Upon my return, a second Red Dot had appeared, informing me that, if I didn’t comply, I might experience ‘service interruptions’.
I sent more documents and received more rejections. What points was I missing?  It was very unclear.  At least my personal profile now appeared satisfactory…
pluto2

Cats make everything better, right?…

Just after the first of June I attempted to pay my Ravelry invoice through my PayPal account and found I was not able to access the funds in my account. Consequently, I could not pay the invoice. Ravelry gives a few days grace in which to get an invoice paid, so I figured that, as soon as I got the PP issue sorted out, I would pay it.
Our sales record on-line led me to discover that our last sale had been on May 29th. Nothing since. Nor any notification from PayPal.  I was starting to receive messages on Ravelry asking why PayPal was refusing to allow my customers to make any purchases.
The enormity of the situation was beginning to reveal itself:  PayPal was holding my funds from May. They were denying all purchases, both through my website and Ravelry. As an on-line business owner, I began to realize the absolute vulnerability of my situation.

keeping calm with more cute Pluto photos

And so began my romance with the customer service department.
I would call customer service. Most of the customer service agents tried very hard to give me an explanation of what document was still needed.  I provided the documents (often duplicates of ones that had already been sent).
Every time I hung up feeling as though everything was now in place and life could commence as per usual, only to receive another banal “Request for Additional Information” 24 hours later.
To add further psychic pain, every time I rang PayPal they would let me know that I have a balance of $1472.91 in my account! That’s nice. Can’t touch it.  Apparently money in PayPal is theirs, and not yours, until you have transferred it.

Pluto, give me strength!

 After each rebuttal, I uploaded more documents, but didn’t receive any indication that they had been received or inspected.
I eventually made it to 13 customer service calls! I spoke with a number of very pleasant guys called Jason, and one *** who simply read the “Request for Additional Information” email back to me. Another one kindly gave me access to a link where I could upload multiple documents at a go.
I fell into a routine of uploading, and then calling Customer Service (I know all the codes and questions by heart now), to let them know what had just been uploaded and if there was anything else that they could suggest. I requested expedited service – this just resulted in faster rejections. Lovely.
The ninth guy I spoke with assured me that, in his opinion, all that could possibly be asked for was there, and said that if that was rejected he wouldn’t know what else to suggest. So…the next rejection read that they now needed a “- Published Annual Report, eCertificate of Corporate Status or Articles of Incorporation.”
I don’t have a published annual report; I’m not listed on the stock exchange! My accountant’s year-end report didn’t count.  I hated giving it to them, too. I sent the Corporate summary, Memorandum of Association and the last signed page of my company book.  I sent all 35 pages of it. I sent the listing on the Joint Stocks Registry.

just about ready to give up and hide away

Update on Wednesday June 12th:
After yet another call with PP Support in the morning, I was ready throw in the towel. Done. No more of this insane stress.
And then, it would seem out of nowhere by this time, within the hour of that call, what should appear to my wondering eyes but the following email:
Subject: PayPal has confirmed your identity.
  Dear Lucy Neatby,
Thank you for using PayPal. You’ve completed the procedure that helped us confirm your identity. Now you can use PayPal to receive payments.
sleepingcat

we can finally rest

Epilogue:
Last night I slept.
Today I’m feeling very grateful for all the messages of support and advice that you have all given me. Also, THANK YOU for the many of you who have generously made a purchase of a pattern or DVD, or have placed a yarn order since we have been allowed to resume business.
I feel that the PayPal treatment I received was very high-handed and arbitrary.

the KnitStars team, what a lovely bunch!

During this period, since the first Red Dot, I had a pre-arranged week away, and four days given over to working with the team from KnitStars and being filmed. These are the commitments I have to honour and give my full attention to.
I have been unable to concentrate on my preparations for an upcoming private 3 day workshop that I am to host very soon; I have made little or no progress on a new sock pattern for my Adventure Knitting gang heading up to the North West Territories next month. The Pyramid DK Blanket has made some small progress, but essentially my time has been spent fighting for my business and the folks who work with me.

back to work on the sock pattern

What stressed me out was the circular and vague nature of what PayPal were asking for.
Over the course of this saga I submitted:
  • A power bill from NS Power
  • A Canada Revenue GST statement
  • A full business bank statement
  • A full credit card bill
  • My company accounts published by my accountant
  • Proof of GST payments to Revenue Canada
  • A paid invoice from a supplier
  • A selection of documents from my lawyer relating to the incorporation of my business, including the company details and the signed pages.
  • Later on in the process, having checked with my lawyer that there was no other form of document that could be considered to be ‘Articles of Incorporation’, all 35 pages of my company book. This contains not fewer than 7 repetitions of the business address. (The subsequent PayPal response was that they needed confirmation of the business address.)
  • A printout of — and an active public link to — the Provincial Government Registry of Joint Stocks NS, documenting my incorporated business since 2002.
In return, as always, I got the phrase: “The document we received from you could not be accepted as a Business Registration document. Please provide us with a valid document.- Published Annual Report, eCertificate of Corporate Status or Articles of Incorporation.”
In the end, I purchased and obtained a Certificate of Status from the Registry of Joint Stocks NS. This was the last document I submitted. It didn’t answer the description eCertificate of Corporate status, but it was my last hope and it came good. Don’t know why.

I’m determined to keep my small business running!

This whole experience has made me very aware of the lack of regard the PayPal entity has for their customers. They are large, we are small and mostly powerless.
We are now done with this drama, and I have to move on and get caught up.
I apologize if I haven’t answered every comment (time was a scarce commodity), but we here certainly do appreciate the support you have shown us.
Happy Stitches,
Lucy
PS There is still one ominous Red Dot on my account….
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Earlybird Enrolment Ends Tomorrow! April 25, 2019

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I’m so pleased to be joining all of the creators who will be showcasing their talents with the KnitStars team in November!  I’ll be joining designers like Susan B Anderson, Marly Bird, Caitlin Hunter and many more!  (Check my affiliate link for details)

You’ll be taken behind the scenes to the Stars’ own private studios, workspaces and farms, to learn what inspires their designs and drives their passion. Then you’ll learn from them in a series of 10 step-by-step workshops that will take your knitting and crochet to the next level. And the best part? You own them, so you can learn at your own pace – pausing, rewinding and fast-forwarding as needed until you really lock in the learning! So it’s ideal for all levels.

 

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I’ll be sharing my favourite addiction, two-colour double knitting, from my studio on Big Tancook Island.  I have so much to show you, from cast-on to cast-off, all while giving you a special sneak peek at my colourful home and wonderful Island community.

Now the bad news:  When the earlybird pricing (a 15% discount) ends tomorrow,  you will no longer be able to reserve your spot until October.  Click on my special affiliate link to join us now and you’ll be part of the fun and learning all of November.

I’m looking forward to seeing you there!
Lucy

 

 

Exciting Adventures Ahead April 18, 2019

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For a quiet year away from the gallivanting routine that has been my life for the last 20 or more years, this year is shaping up BUSY again… somehow I still feel there are not enough hours in a day!
Two unexpected mini camps have been organized on Big Tancook Island (sorry, both are already full), I’ll be Adventure Knitting with Judy and others in the North West Territories in July, teaching in Edmonton for River City Yarns in July and teaching at Knit East in New Brunswick in October. Whew!

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And, as of today, I can finally announce ONE more exciting teaching gig:
I’ve been chosen to teach in KnitStars for Season 4.0!
KnitStars select 10 amazing thought leaders from the knitting firmament and film them in their respective working environments hosting a series of classes.

I’d love for you to join me and the other fabulous instructors for this exciting on-line global learning event beginning in November! This year’s lineup features craftspeople from Peru to Oregon to Nova Scotia and points in between. You’ll have the chance to join me on Tancook Island without even taking the ferry!

The online style of the conference makes it possible for anyone around the world to join the fun.

Click my affiliate link to see who’s teaching what!

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During my multi-part workshop, I’ll be demonstrating my favourite technique, double-knitting, from my favourite island, Big Tancook, what fun! I’ll introduce you to my lovely home away from home, with sneak peeks at some of my Tancook friends and my little cottage workspace – all while teaching you my take on double knitting techniques in step-by-step workshop lessons.

 

Early bird discounted registration is open as of TODAY and closes at the end of the day on April 26!

If you purchase KnitStars 4.0 using my Knit Stars Affiliate Link, I will earn a commission – at no additional cost to you. Once purchased, all of the KnitStars 4.0 workshops are yours to be viewed at your own pace as many times as you wish.

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Wishing you all the very KnitStarry-est of Stitches,

Lucy

 

#AlpacaMyBag April 17, 2019

Filed under: Announcement,colour,General Musings,home,Knitting tips and hints — happystitches @ 08:48

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Stay tuned for my Big Announcement tomorrow, I can’t wait to share it!

 

It’s Almost Out of the Bag April 14, 2019

Filed under: colour,home,Knitting tips and hints,Yarn — happystitches @ 06:51

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Shhh… Announcement coming April 18!

 

Narrowboat Adventures 2018: A Fond Farewell July 22, 2018

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It’s over. We have departed from Ali’s Dream.

We made our way super, extra, very slowly the last 1/4 day, stretching it out as long as possible.  We meandered back to Swanley BridgeMarina, to allow time for a last canal coffee, and to savour the last 5 locks.

In total, we completed 939 miles and 874 locks in 81 days (not to mention several bottles of Baileys – the essential ingredient in our canal coffee).

lastnightinamarina

a last bit of knitting while enjoying another glorious sunset

We filled Ali up with fuel, did a few pirouettes and backed her into a very slender berth. Then followed 24 hours of washing, polishing and sorting. I achieved my Fitbit goal and then some just on dashing to and fro between the boat and the marina laundry!

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Jackie-the-Boat-owner made a few queries about us being happy to get back to a flush toilet and ample water flow but, honestly, a washing line and good Internet connection were all I’d missed.

rain

Our last was another stunningly beautiful morning but, strangely, between locking the boat and reaching our hire car, there were raindrops. Actual rain drops. This turned into a light shower, requiring windscreen wipers and creating modest puddles. Not enough to break the drought, but it did help to make our departure easier.

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Thanks for reading and joining in John’s and my summer adventure. And now I’m signing off from the cut…

I’ve started putting out feelers for next year’s boat.

 

This week’s sale pattern:

 

 

The  versatile, multi-size Lighthouse Bag is another fun summer project! It is worked in the round in a spiraling lacy pattern that gradually decreases as it winds its way up the bag to finish in a short-row Spider strap.
This quick project requires very little finishing and can be felted to make it resistant to stretching.

The Lighthouse Bag pattern is half-price ($3.75CAD) until July 26,
Happy Stitches!

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Narrowboat Adventures 2018: Along the Shropshire Union Canal July 16, 2018

 

alilastweek

Our last week has been just about ‘perfic’- warm but shady, a breeze, a view, cows in the distance, knitting, feet up, dinner cooking!

We took a little side trip along the Middlewich Branch the other day. This east-west canal usually connects two major north south canals, the Shropshire Union and the Trent and Mersey. Months ago, there was a major breach near Middlewich, draining the canal.  It’s going to take a lot of time and funds to fix it and is causing a lot of problems to boaters,  the businesses situated on the canal, and hire boat companies who promote the Four Counties and Cheshire cruising rings.

 

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along the Shropshire Union Canal

 

You can go along the canal as far as the temporary dams.  You can only get to the the last winding hole before the problem, unless you like going in reverse.  So that is what we did! We met up with some friends at an excellent pub walking distance from the canal. The canal was noticeably lifeless.  Apart from regularly moored boats, there were just a couple of visiting boats in the whole length that we traveled. The water, not moving much now, had become distinctly scummy and the two marinas, normally bustling,  were ominously quiet.

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Back in Chester after a day on the locks!

We then returned back to the mainline Shropshire Union and continued on up towards Chester. Here we devised a plan to get John’s mum to the boat so she could spend a day with us. Deciding that a tour of all the locks in Chester would be ideal, we cruised through the 8 locks. These are big and heavy and it was hot work. After going down the 3 step staircase lock, we turned around and went up again, returning back to where the hire car had been left.  We had time for a drink at the pub,  dinner on the boat, and then John took his mum back home!

 

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oncoming traffic

Yesterday marked Day 70 on Ali’s Dream.  We had an early start, completing 25 locks before lunch. The flight was fairly busy and we had a good number of locks.  This was very easy, as an uphill boat would exit the lock as we left each downhill one. Going downhill in narrow locks, after entering and stopping the boat, the helm can close the back gate and wind up one of the two paddles, and then hop back on the boat before it gets too low. The half-width gates can be opened, first the towpath side, then hop across the lock and open the far side, boat exits, whilst the far side paddle is lowered, far side gate closed, hop back and repeat and on to the next one. It appears that some 700 locks have honed us into a slick team!

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No need to warm up with soup during this hot summer1

Things are starting to wind down.  We are beginning to whittle down our supplies. However, the cans of soup purchased for a quick warm lunch on a cold day, will remain in the cupboards for Ali’s next journey.

 

This week’s half-price pattern:

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Socks are a fun, portable project!
Lucy’s charming bead-topped Double Diamond Socks feature a choice of two different diamond patterns. The Diamond Lace gives a traditional lacy effect, while the Waffle pattern gives a denser, more textured look.  A lovely treat for your feet!
The Double Diamond Socks pattern is half-price ($4.50CAD) until July 19,
Happy Stitches!

 

 

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