As a hobbyist of the product, I really held off on doing anything major with this product (beyond just renewing my self-hosted license to tinker). The reason? A lot of what my community requires truly requires plugins and convincing my demographic to visit a website over Discord is truly a challenge. Incentivizing things like that will always be a challenge unless web apps, as you guys showcased, become a norm. However, telling a younger demographic about web applications and how to get one on your phone so its like an app is unlikely to yield the results.
It seems more and more other companies are leveraging forums (Discord being one) and finding ways to enhance their product while keeping it true. While your bulk customers have probably not leveraged the marketplace, it seems your vocal minority has. I do get a bit lost in what exactly losses you were experiencing beyond chargebacks.
Thank you as always for your insight.