How to help improve customer service with a message in PayPal.

Aug 21 2018 | PayPal editorial staff

Create a Customer Service Message to help prevent disputes and claims.
Providing great customer service can go a long way and can even help prevent disputes and claims. If customers are able to get in touch with you about a problem with their purchase, they’ll be less likely to file a dispute or claim. Use the Customer Service Message to tell customers how to get in touch with you or to notify them about shipping delays. You can provide your customer service phone number, email address or support website in the message. Customers will see this information before they submit their dispute or claim.

Here are some example messages:
  • Shipments to New York may be delayed by 5-7 days because of the weather.
  • To request a refund, please contact our Customer Service department at 1-800-888-8888 or
How to create a Customer Service Message
  1. Log in to your PayPal account.
  2. Click Profile at the top right of the page, and then select Business Setup.
  3. On the "My Profile" page, click My Selling Tools in the left column.
  4. Click update next to “Customer service message” in the “Getting paid and managing my risk” section.
  5. Enter your Customer Service Message and contact information.
  6. Click Preview to see how your Customer Service Message will be displayed to customers.
  7. Click Back to editing to return to the previous page and edit or save the message.
  8. Click Save once you are happy with how your message is displayed.

The contents of this site are provided for informational purposes only. You should always obtain independent, professional accounting, financial, and legal advice before making any business decision.

Frequently asked questions.

Yes. To make a request, contact customer service by using the customer service phone number listed on the back of your card.

At PayPal, we are continually improving our user experiences. In response to customer feedback, we are updating the look of some of our payment buttons. This update will start with the US and then we’ll update globally at a later date.

There is no change in how the buttons function, and no action is needed to get the new button look since the button images are hosted by PayPal.

Old button design:

New button design:


The Cash a Check service in the PayPal app uses mobile geo-location services to confirm you are in the United States and to assess whether your phone is in an unusual location when submitting a check.

If you don’t have geo-location services enabled, you’ll be prompted to enable location services before you can cash a check.

To enable location services on an Android device:
  1. Close the PayPal app and tap Settings.
  2. Scroll down and tap Location.
  3. Turn on the Location Service.
  4. Tap Agree on the Location Consent screen.
  5. On the Improve Location Accuracy screen, we recommend you tap Agree to enable Google’s Location Service; it is not required that you enable this service, but it will Provide a better user experience.
  6. Close Settings and re-open the PayPal app to continue.

To enable location services on an iPhone:
  1. Close the PayPal app and tap Settings.
  2. Scroll down and tap Privacy.
  3. Tap Location Services.
  4. Make sure Locations Services is enabled.
  5. Scroll down, tap the PayPal app and choose ‘While Using the App.’
  6. Close Settings and re-open the PayPal app to continue.
For the PayPal Smart Connect account, Customer Service is available from 7:00 AM – 1:00AM ET, 7 days a week. You can contact the Service Center for assistance with your PayPal Smart Connect account by calling 866-571-3012.

You may also reach Customer Service via live chat from 9:00 AM – 9:30PM ET. Just access our Service site by logging into your PayPal account and selecting your PayPal Smart Connect account from your Wallet.  You will then be transferred to the Synchrony Bank servicing site where you will see the Live Chat option.