After several years of using QuickBooks effectively, the customer support's handling of the PayPal App feature is incredibly poor. After hours of phone calls and emails, the result is that it is not their fault and the fact that we are unable to use the connector in an effective way is wholly ignored. We were happy with the previous PayPal connector, but the new one requires us to reconcile every transaction manually, and it is a huge step back.

I want to make the last email of the support public because I hope that other customers will raise the same concern and increase the priority of changes to the feature that addresses the need for a working system.

The following is the response received by the customer support. Only bad news.

Before diving into your questions, I want to acknowledge that the outcome of this case may not meet your expectations. While no changes will currently be made to how the PayPal Connector functions, we’ve taken the time to submit your product improvement suggestions for consideration. If you’d like to submit additional suggestions directly, you can do so within your account by navigating to the gear icon and selecting Feedback.
 

1. Do you recognize that adding a Payment transaction when you reconcile the existing invoice is an issue? If yes, how do you think to address it? If no, why?
   PayPal expenses paid through a bank account appear both in your connected PayPal account and in your connected bank account. The recommended workflow is to add both transactions in the PayPal account, then match that transaction with the transfer recorded in the PayPal bank account. This ensures accurate recording and aligns with the process outlined in the documentation I shared earlier.
    
2. Do you consider that ignoring the dates to filter out the transactions is an issue you are going to fix? If no, why did you provide that suggestion in your email?
   The suggestion to use a date filter was provided by our engineering team based on the system’s current capabilities. If the filtering functionality doesn’t meet your needs, we recommend manually recording transactions to avoid mismatches or additional confusion.
    
3. Is there a way to mark an invoice as something that should be ignored/considered by the matching algorithm that you have?
   At this time, there is no functionality to mark an invoice as valid or invalid for matching purposes.
    
4. Can you provide more technical information to address this issue by using the SDK? For example, by adding information that could help the matching algorithm you designed?
   There are no additional suggestions we can make which would improve your match suggestions since it is designed to pull at random. If the current design does not meet the specific requirements of your business, we encourage you to explore manual workflows or alternative solutions that better align with your operational needs.
    
5. Is it possible to restore the previous PayPal connector that worked as a Bank connector rather than as an app?
   No, the previous PayPal connector that functioned as a bank connection was discontinued and is no longer available.