Yeah, it's pretty insane. I never get disputes or chargebacks. Customers always contact me through my website if something needs taken care of. And now, out of nowhere, PayPal is telling MY CUSTOMERS to contact me through this system for any little question they may have. And the money is placed on hold until the "issue" is resolved, which may not happen for weeks because they apparently don't remind the buyer to close out the claim with the same fervor they applied in getting them to use the system to open the claim in the first place. I'm pretty sure they don't even inform the buyers that they're opening a claim. I'm getting very basic questions from customers who aren't replying to my answers, and so the claim stays open. And all of that money is on hold and there's nothing I can do about it. I've been giving my customers the choice between Stripe and PayPal at checkout for years. Most choose Stripe anyway, so I guess it'll be fine to just drop the PayPal option.
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