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 support@bizname.com.
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.
An account reserve is an amount of money that is held in your PayPal account to cover potential financial risk such as payment reversals you may receive like chargebacks and claims. PayPal uses three types of reserves: rolling reserves, minimum reserves and jumpstart reserves.

Reserves may be a necessity throughout your relationship with PayPal. Preventing reserves isn’t always possible, and depending on your industry and your credit history, you might never be able to fully remove a reserve from your account.

However, you can reduce the likelihood of having a reserve and improve your customer service in the process by following Seller Best Practices – and that’s a win-win for everyone.

Seller Best Practices
Some best practices to follow are:
  • Ship promptly and give your customers valid tracking information through PayPal, so they can keep tabs on their purchases and know when to expect delivery
  • Communicate early and often with your buyers and let them know about any changes, delays, or other important information
  • Monitor your buyer complaint rates regularly and try to keep complaint rates below 1% of your sales.
  • Avoid long refund times, which can lead to complaints from unsatisfied customers

PayPal proactively reviews reserves and based on improvements to your business performance it is possible that your reserves could be adjusted or removed. So, if you’ve made improvements in key areas, for example performance, industry, and claim reductions, it’s possible that your reserve will be lifted or reduced.

To find out how much money is being held or in reserve, simply click Money under the "PayPal balance" section. From time to time, we may need to adjust your reserve amount. If that happens, we’ll email you about the changes.

 

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:


 

If your account is limited, we will send you an email with the reason for that limitation. For your convenience, we always list the steps to remove the limitation in the Resolution Center under Steps to Remove Limitation.

If you received an email stating that your account is limited but don't see any steps in the Resolution Center, you may have received a fake email. Forward it to spoof@paypal.com and we’ll investigate it for you. After you send us the email, delete it from your inbox. If you clicked on any links or downloaded any attachments within the suspicious email or website, log in to your account and view your transactions. It’s also a good idea to change your password.

Reasons for Account Limitations

Your account could be limited in order to comply with regulatory requirements. For example, requesting certain products, like a debit card, can trigger federal and state laws, and we may limit your account while we work together to satisfy those requirements.

Likewise, if you’re not in compliance with our Acceptable Use Policy, you’ll find that your account has been limited. Selling banned items such as prescription drugs or guns is an example of a violation of the Acceptable Use Policy.

If we suspect someone could be using your account without your knowledge, we’ll limit it for your protection and look into the fraudulent activity. Usually, we ask you to complete one or more tasks to remove your account limitation.

We’ll also limit your account if your debit or credit card issuer alerts us that someone has used your card without your permission. Similarly, if your bank lets us know that there have been unauthorized transfers between your PayPal account and your bank account, your PayPal account will be limited.

Another reason why your account could be limited is seller performance indicating your account is high risk. For example, receiving an unusually high number of claims and chargebacks from your buyers is an indication of poor seller performance. If you start selling an entirely new type of product, such as a higher-cost item like jewelry, or if your typical sales volume increases rapidly, your account may be limited while we do a review.


How to improve your seller performance

Receiving an elevated number of claims and chargebacks from your buyers is an indication of poor seller performance, which can lead to account limitations. Following some simple guidelines can help you improve your performance and reduce the likelihood of limitations. Overall, communication and information are key.

You should:
  • Provide photos and detailed product descriptions.
  • Be upfront about policies such as shipping and returns.
  • Ship orders promptly and track shipments.
  • Respond quickly to any messages from buyers.
  • Work to amicably resolve any problems.
  • Ship to the address provided in the transaction details page.
  • Use quality shipping materials to prevent damage.
Following these guidelines will help reduce the number of chargebacks, disputes, and unhappy customers, which will in turn reduce the chances of account limitations.

How a limitation impacts your account

If your account is limited, you’ll most likely be unable to send or withdraw money, and you might find that you can’t accept payments or add money to the account. In most cases, we’ll email you or you’ll see an alert on your Account Overview before a limitation goes into effect. If you log in to PayPal and address this warning when prompted, you may be able to prevent the limitation.

If you still have questions about your account access, contact PayPal Customer Service.