Hi Frank, I appreciate the reply, but I am not sure if you are understand the thought process from the customers' perspective. This is what is going on: Customers who use PayPal often order many things online. They use their transaction history as a log of their purchases. It is the contact form of least resistance that they use when they want to get in touch with a seller. When a button comes up that says "Contact Seller", they follow the instructions to do so. I have literal screenshots of customers who have replied to me, after I emailed them, to say that they absolutely did not mean to file a dispute - they are just following the directions they are told to send a message. For the record, I have had a customer service message implemented for more than a month now. My email signature has multiple ways to contact me. My website has a messaging function built in to customer accounts. I allow private messages to be sent to me via my Facebook page. Customers can reply to any email they have received from my site and it'll come to me. There is a contact form customers can fill out from my site. My site policies page has a "ways to contact us" section. It is not for lack of ways that customers have to contact me - it is specifically due to having a button that says "Contact Seller" available in their PayPal account. Indeed, disputes I received prior to this change in disputes were actual disgruntled customers; after this change, I just get people who ask innocent questions. I am sure you can see my dilemma here. I'm happy to privately continue this conversation with the additional screenshots.
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