How to help improve customer service with a message in PayPal

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 xxx-xxx-xxxx or

How to create a Customer Service Message

  1. Log in to your PayPal account.
  2. Click on your Profile at the top right of the page, and then select Account Settings.
  3. Choose Account Preferences on the left side of the page.
  4. Click update next to “Customer service message”.
  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 Close Preview to return to the previous page and edit or save the message.
  8. Click Save once you're happy with how your message is displayed.

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