Originally published on October 3, 2019.

Last week, we shared an important service update with customers who have experienced canceled event orders due to unforeseen issues associated with a significant transformation that we are executing in our fulfillment operation. We expect this upgrade to be completed by Oct. 15 or sooner, which will improve the overall Rent the Runway experience. 

We also announced that in addition to issuing refunds for the orders that Rent the Runway proactively canceled between Sept. 30 and Oct. 6, we are providing $200 to make up for this failure. While we know no amount of money can make this right, it is our responsibility to rebuild trust with our valued customers over time.

We have partnered with PayPal to deliver this $200 to affected and eligible customers via PayPal. After payment is sent, those customers will receive a follow up email directly from service@paypal.com within 24 hours for a total of $202, which includes an additional $2 to cover any withdrawal fees. 

Affected and eligible customers will receive an email directly from service@paypal.com with important instructions on how to claim and redeem the $200 payment via bank account or check. 

Did you receive an email? Please read on below for more information and FAQs: 

1. Why did Rent the Runway partner with PayPal for this? 

Rent the Runway has partnered with PayPal to deliver this $200 payment because PayPal provides secure, protected, and simple payment solutions. For a copy of PayPal’s terms and conditions visit here, and view Privacy Policy here. Providing information directly to PayPal is governed by their terms/privacy, RTR is not responsible for customers’ use of PayPal services.

2. What is PayPal? 

PayPal is a faster and safer way to send and receive payments online. After you sign up for an account with PayPal, you can use PayPal to purchase and receive goods and services wherever PayPal is accepted. 

3. What if I don’t have an account with PayPal?

If you do not have an account with PayPal, you will be prompted to create a personal account with PayPal using the email address associated with your Rent the Runway account. Once you sign up, you will need to confirm your email in PayPal to claim the payment. Your use of PayPal’s services is governed by PayPal’s terms of service and privacy policy.

4. Who will the payment email be coming from?

Rent the Runway has partnered with PayPal to deliver this $200, and you will receive a follow up email directly from service@paypal.com within 24 hours for an actual total of $202, which includes an additional $2 to cover any withdrawal fees. Please be on the lookout for an email from service@paypal.com, and check your spam and firewall filters ahead of time.

5. Can you resend the request?

You will receive 3 automatic reminders from service@paypal.com to claim your payment via PayPal. 

6. Are there any fees associated with claiming and withdrawing this $200?

A standard PayPal transfer that is linked to a bank account is free. For instant PayPal transfer with an eligible linked debit card or bank account, there is a fee of 1% of the amount transferred, with a maximum fee of $10. However, you will receive a payment for an actual total of $202, which includes an additional $2 to cover any withdrawal fees. 

7. How do I claim my payment? 

In the next 24 hours, you will receive an email from service@paypal.com to claim your payment. 

If you already have an account with PayPal:

You can claim your payment by adding or confirming the email associated with your Rent the Runway account. Your payment will be sent to the email associated with your Rent the Runway account. If the email address you use for Rent the Runway is the same as the email address you use for PayPal, your payment will already be in your PayPal account.*

If the email address you use for Rent the Runway is NOT the same as your PayPal email, you will need to confirm your email in PayPal: 

• In PayPal, click the “Settings” icon next to “Log out.”
• Click “Update” next to the unconfirmed email.
• Click “Confirm” this email, and PayPal to send you an email with a confirmation link.
• Click the link in the email, and follow the remaining instructions to confirm your email address.

If you do not have an account with PayPal:

You will be prompted to create a personal account with PayPal using the email address associated with your Rent the Runway account when you receive the email from service@paypal.com to claim your payment. Once you sign up, you will need to confirm your email in PayPal to claim the payment. Your use of PayPal’s services is governed by PayPal’s terms of service and privacy policy.

Important information: 

• Until you confirm the email address associated with your Rent the Runway account as the primary email for your existing or new account with PayPal, you will not view or receive money.
• Note that you must confirm your email address, before you can make it the primary email address on PayPal.
• Unclaimed payments are automatically reversed after 30 days. You have until Friday, Nov. 1 at 11:59PM EST to claim your $200.

* Must have a business PayPal, PayPal Cash, or PayPal Cash Plus account to maintain and use a PayPal balance. If you do not have (or open) one of those accounts, you can only transfer the funds to your bank account or debit card linked to your PayPal account.

8. How do I withdraw money?

You can transfer money from your PayPal account to your bank account in two ways:

Option A: Instant transfer using your eligible debit card or bank account (Estimated arrival: about 30 minutes)

• Click “Transfer Money” below your PayPal balance.
• Click “Transfer to your bank.”
• Select your debit card or bank account under the “Instant” section, and click “Next“.
• Fill in the amount you are transferring and click “Next.”
• Review the details of your transfer, then click “Transfer $XX Now.”
• Click “Done.”

Tips:

• There is a fee to instantly transfer money using your eligible debit card or bank account. Your payment is for a total of $202, which includes an additional and proactive $2 to cover any withdrawal fees. 
• All transfers are subject to review and could be delayed or stopped if PayPal identifies an issue.

Option B: Standard transfer to your bank account (Estimated arrival: 1 business day)

• Click “Transfer Money” below your PayPal balance.
• Click “Transfer to your bank.”
• Select your bank account under the “Standard” section, and click “Next.”
• Fill in the amount you are transferring and click “Next.”
• Review the details of your transfer, then click “Transfer $XX Now.”
• Click “Done.”

Tips:

• PayPal does not charge any fees when you transfer money from your PayPal balance to your bank account through standard transfer. Some banks may charge a fee for transfers. Contact your bank directly for more information.
• Transfers made after 7:00 PM ET or on weekends or holidays may take longer.
• All transfers are subject to review and could be delayed or stopped if PayPal identifies an issue.

9. How do I withdraw money by check?

Here’s how to withdraw money from your PayPal Cash account or PayPal Cash Plus account by check:

• Log in to your PayPal account.
• Click “Transfer to your bank” under your PayPal balance.
• Click “Request a check by mail instead.”
• Enter the amount.
• Tell PayPal where to send the check, then click “Continue.”
• Review the details, then click “Submit.”
• Your check should arrive within 14 business days.

Tips:

• After you’ve requested a withdrawal, it can’t be canceled.
• There’s a $1.50 USD fee for each check withdrawal. Your total payment proactively includes an additional $2 to cover these withdrawal fees. 
• Withdrawals are converted to U.S. Dollars.
• Before you withdraw money by check, you must confirm an address or become Verified by adding and confirming a bank account. You can confirm your address and request a check immediately by clicking “Add an Address.”
• Checks can be cashed or deposited. If you don’t deposit your check within 180 days of the date of issuance, PayPal will return the money to your balance. The withdrawal fee is not refunded.

10. Why am I not receiving emails from PayPal?

There are several factors that may delay our notification emails or prevent them from reaching you:

• They may have been sent to an email address other than the default address registered on your PayPal account.
• They may have been blocked by your spam filters or firewall.

Here are a couple of suggestions that may help resolve issues related to missing email notifications:

• Make sure you correctly entered your email address on your PayPal account.
• Check your spam folder. A few Internet Service Providers (ISP) may route messages from paypal.com to this folder without your knowledge. You can be sure that you’re receiving all the emails that we send by adding the paypal.com domain to your ‘safe’ list.
• Check all the email accounts registered on your PayPal account. If a buyer sends a payment to a secondary email address, you will receive the funds but the notification will go to the secondary email inbox (not the primary).
• If you’re not receiving our emails, you may need to change your email settings so that messages from PayPal don’t go to your Junk mail folder. You can also add another email address to your PayPal account.

You can receive emails in plain text instead of HTML format. Follow these steps to change email formats:

• Click the “Settings” icon next to “Log out”.
• Click “Notifications.”
• Click on your email address. A sub-menu will appear to the right.
• Click “Text” under “I prefer to receive my emails with this format.”
• Your preferences are automatically saved.

If you still don’t receive the confirmation email, please reach out reimbursement@renttherunway.com for alternative payment.

11. What if I miss the 30-day payment claim window, or can not receive a PayPal payment?

If you missed or can not receive the PayPal payment related to the Sept. 13 – Oct. 6, 2019 service issues, you will be eligible to receive a $200 Rent the Runway merchandise credit through Dec. 31, 2019. We will no longer be offering merchandise credits related to the Sept. 13 – Oct. 6, 2019 service issues after this date. 

12. After I claim payment, what if I want to cancel my PayPal account? 

Before you close your account, make sure to withdraw any money you keep in your PayPal account. You can transfer money electronically to your bank account or ask us to send a check. If you have an email address on your account that you haven’t confirmed, remove it from your account before you close it. Note that you can’t close your account if there are limitations, unresolved issues, or a balance. Click here to see how to close your PayPal account. 

13. What if I don’t want a PayPal payment?

If you are not comfortable using PayPal, we are happy to issue a $200 Rent the Runway merchandise credit.

14. What if I accidentally clicked “Cancel” when trying to collect my $200 payment? 

If you accidentally clicked “Cancel” when trying to collect your payment, you will automatically be sent another email from PayPal within 24 hours. 

15. What if I received an email saying that I was “Denied” when trying to collect my $200 payment via PayPal? 

If you received an email saying that your payment was denied, there may be an issue with your PayPal account. You will need to contact PayPal customer service here. 

16. What if my question wasn’t answered? 

If you have additional Rent the Runway specific questions, please email reimbursement@renttherunway.com. For any PayPal specific questions, click here or contact PayPal.