PayPal

The PayPal integration lets your team handle PayPal disputes without leaving Chatarmin CX. Chatarmin CX automatically creates a ticket for every new PayPal dispute, and the same dispute also appears in the customer panel of any other ticket from that customer, so agents always have full case context.

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When to use it

Use PayPal when you accept PayPal payments and your support team regularly handles:

• chargebacks and payment disputes
• buyer claims about items not received or not as described
• evidence deadlines and offers before a case escalates

The integration keeps ticket context, customer history, and dispute details in one place instead of switching to the PayPal Resolution Center in another tab.

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How dispute tickets work

When a dispute is created or updated on a connected PayPal account, cx indexes it and — if it has a buyer email and doesn’t already have a ticket — creates one automatically:

• Channel — the ticket lands on your PayPal channel, separate from your other conversations.
• Contact — cx finds or creates a contact using the buyer’s email address.
• Subject — the ticket subject follows the pattern PayPal dispute — {reason} — {amount}.
• Tags — the ticket is tagged dispute and paypal so you can build views, routing rules, or AI Agent triggers around it.
• Status — the ticket opens as open, or resolved if the dispute was already closed when it first synced. When PayPal later marks the dispute resolved, cx updates the ticket to resolved automatically.

A dispute with no buyer email doesn’t get a ticket yet — cx creates one as soon as PayPal reports an email for it. The dispute keeps appearing in the customer panel of any other ticket from the same contact too, so agents see dispute history alongside every conversation, not only on the dedicated dispute ticket.

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Set up PayPal

You need a PayPal REST app with Disputes enabled. Create or open the app in the PayPal Developer Dashboard.

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Use PayPal in the inbox

Every PayPal dispute has its own ticket in your PayPal channel, and the same dispute also surfaces in the customer panel of any other ticket for that contact.

1. Open the dispute’s ticket in your PayPal channel, or open any other ticket whose contact shares the buyer’s email address.
2. In the customer panel, find the Disputes section listing that dispute alongside any other cases for the same contact.
3. Click a dispute to open the detail sheet with case status, amount, timeline, messages, and evidence requests.
4. Use Respond to dispute to take the actions PayPal allows for that case state — for example send a message, make an offer, provide evidence, escalate, accept a claim, appeal, or acknowledge a returned item.
5. Use Open in PayPal Resolution Center when you need the full PayPal UI.

Resolved disputes stay visible so agents can see past cases for the same customer.

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How disputes stay up to date

cx indexes disputes from PayPal when they are created or updated. A background sync also runs every few hours to pick up cases that changed outside cx. After you act on a dispute in cx, the case refreshes automatically.

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Matching disputes to contacts

Disputes are linked by buyer email. The contact’s primary email and any other email identifiers on the contact are used for matching.

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Inbox dispute actions

Available actions depend on the dispute’s current state. PayPal controls which responses are allowed at each stage.

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Evidence files

When PayPal requests evidence, you can attach files from your computer when submitting from the inbox. Supported formats are PDF, PNG, JPG, and GIF. Each file can be up to 10 MB, with a 50 MB total per request. Notes are limited to 2,000 characters.

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AI Agent actions

Give an AI Agent PayPal actions when you want automation to look up disputes or draft responses on dispute-related tickets. The agent must run on a ticket with a contact that has an email address. Connect PayPal first, then enable actions on the agent and select which connected PayPal account(s) the agent may use.

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Read actions

• List PayPal disputes — Find indexed disputes for the ticket contact’s email.
• Get PayPal dispute — Load full live dispute detail before taking a write action. Always use this after listing disputes.

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Write actions

• Send message — Reply in the dispute thread.
• Make offer — Propose a resolution.
• Provide evidence — Submit evidence and optional attachments from customer messages on the ticket.
• Escalate — Escalate to claim when allowed.
• Accept claim — Accept the dispute loss.
• Appeal — File an appeal when allowed.
• Acknowledge returned item — Confirm receipt of a return.

Financial write actions such as Accept claim and Make offer require human approval by default. Adjust approval settings per action when you configure the agent.

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Best practices

• Always copy the Client ID and Client Secret from your app’s Live tab in the PayPal Developer Dashboard — cx has no sandbox option, so Sandbox credentials will not work.
• Keep the contact email aligned with the email the customer used on PayPal. Update the contact if they wrote from a different address.
• Use display names when you connect multiple PayPal accounts so agents and AI Agents pick the right integration.
• Set up a view or routing rule for your PayPal channel so new dispute tickets reach the right queue automatically.
• Require approval on money-moving actions until you trust the agent’s dispute playbook.
• For complex cases, use cx for context and the Resolution Center link when PayPal-only steps are required.

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Troubleshooting

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Connection test fails

• Confirm the REST app has Disputes enabled in the PayPal Developer Dashboard.
• Confirm the Client ID and Client Secret are from your app’s Live tab, not Sandbox — cx always authenticates against PayPal’s live API.
• Rotate the secret in PayPal if it was revoked, then update the integration in cx.

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No disputes for a customer

• Verify the contact email matches the buyer email on the PayPal dispute.
• Allow time for indexing after connect — new and updated disputes sync automatically; the periodic reconcile can take up to a few hours for edge cases.
• Confirm the dispute belongs to a PayPal account you connected in this workspace.
• Confirm you connected with Live credentials, not Sandbox — Sandbox credentials fail to authenticate against PayPal’s live API, so disputes never sync.

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No ticket for a dispute

• A dispute needs a buyer email before cx can create its ticket. The ticket appears automatically as soon as PayPal reports one.
• Check whether the dispute is already linked to another ticket — cx reuses an existing ticket instead of creating a duplicate.

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An action is unavailable

PayPal only allows certain responses for each dispute state. Open dispute detail in cx or in the Resolution Center to see what is permitted. If the case was updated in PayPal outside cx, refresh by closing and reopening the dispute sheet.