I live in Uganda where PayPal is not available for sellers. Few months ago, I started an SMB aimed at selling SaaS apps to businesses in the US, and so I needed to inegrate a payment gateway on my website in order to receive online payments. Since PayPal was not and still isn't available for the purpose of receiving payments, I ended up integrating a different payment system (let's call it System X) but they use PayPal as their intermediary to handle payments. This means the customer would make a payment to System X via PayPal and would then reflect the money on my account on their app. Recently some disputes took place and despite issuing the refunds for most of them, System X restricted my account and used PayPal's policy along with their terms as an excuse. System X also deducted more money than they accounted for stating PayPal's chargeback policy once again. However, upon checking PayPal's seller protection article: Resolving Disputes, Chargebacks and Claims, I realized System X was misguiding me and deducting money without providing any justification/proof. I wanted to know the role PayPal plays in such cases. Mainly, I have 2 questions: 1. Is their method of operation(using PayPal to receive payments from my customers but not providing access to relevant information from PayPal to me) in line with PayPal's terms of use? 2. Is there a way I can get in communication with someone at PayPal who has the authority to investigate and give helpful information regarding this matter, so I can legally hold System X accountable for their actions? Really hoping to receive some genuine advice as this issue is being escalated day by day. Thanks.
