Connect PayPal

What this guide covers#

Connect PayPal when support needs transaction, payment, or dispute context from PayPal.

PayPal context is useful when customers pay through PayPal and contact support about payment status, receipts, refunds, disputes, or account access tied to a PayPal transaction.

Setup steps#

1. Authorize PayPal from Letterbook.
2. Match PayPal customers or transactions to Letterbook conversations.
3. Review the payment, transaction, refund, and dispute fields available to support.
4. Write refund and dispute-handling guidance in the knowledge base.
5. Define approval rules for refunds or other payment actions.
6. Test a normal payment question, a refund request, and a dispute-related question.

Configuration details#

• Keep sandbox and live setup separate during testing.
• Use the least access needed for the support workflows you enable.
• Require human approval for refunds and dispute-sensitive actions.
• Make dispute limitations explicit in internal guidance so the AI does not promise outcomes your team cannot control.

Common support workflows#

• Customer paid through PayPal but product access did not update.
• Customer needs a receipt or transaction confirmation.
• Customer requests a refund.
• Customer opened or mentions a PayPal dispute.
• Customer used a different email address in PayPal than in your product.