Hi @captainroy,
In some situations, a buyer may reach specific thresholds that would indeed require them to create an account and verify their identity. Those thresholds can vary from country to country and wouldn't have anything to do with you as the merchant in this situation. If the buyer still needs assistance, they are more than welcome to contact us directly by following the Contact link at the bottom of our website. We'll be happy to help them in any way we can.
Thank you!
Michelle
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