Pagowell: setup and help
Pagowell shows your customer's Mercado Pago payments next to their Zendesk ticket, in English, Spanish or Portuguese, puts open claims and chargebacks first with their deadlines, and lets the agents you choose refund, cancel unpaid payments, change subscriptions and send payment links, with every action logged on the ticket. $10 per agent per month after a 14-day trial.
What you need
- Zendesk Support (any plan that allows Marketplace apps) and admin access to install.
- A Mercado Pago account in Argentina, Brazil, Mexico, Chile, Colombia, Peru or Uruguay, and access to Mercado Pago Developers for it (the account owner, or a collaborator allowed to manage integrations).
Get the access token
- Sign in at Mercado Pago Developers and open Your integrations.
- Create an application for Zendesk (for example "Zendesk Pagowell"). A dedicated application means you can renew its credentials without touching your checkout.
- Open Production credentials and copy the Access Token (it starts with APP_USR-).
- Do the same in each country's account you use.
A Mercado Pago access token gives full access to its account and Mercado Pago offers no way to limit it. Pagowell keeps it where agents can't reach it: Zendesk stores it as a secure setting and inserts it into the request header only on the way to api.mercadopago.com, so it never reaches an agent's browser. Who can use it through Pagowell is up to you (below).
Install
Follow the installation guide on the listing: one line per country in Accounts and that country's token in its Access token setting. Pagowell reads the account behind each token first and refuses a token from another country's account.
Accounts and brands
Write one line per account in Accounts:
BR Loja Brasil: 360001, 360002
MX Tienda México: 360003
AR
The country code comes first (AR, BR, MX, CL, CO, PE, UY), then an optional name agents see, then optional Zendesk brand ids after a colon. A ticket opens the account that lists its brand, else the first account without brands. Agents switch accounts at the top of the sidebar.
How payments are found
For the requester, Pagowell searches the account's payments (last 180 days by default, up to 365):
- by each email on the requester's Zendesk profile;
- by each valid CPF, CNPJ, CUIT or RUT written in the ticket (check digits validated);
- by the payer of the requester's Mercado Pago subscriptions;
- by your order reference, if you set the Order reference field;
- and it reads payment ids written in the ticket directly.
A payment shows only when its payer email or document is exactly the requester's. If Mercado Pago returns anyone else's payment for a search, Pagowell discards that whole search and says so, so another customer's payment never reaches the screen. A payment id in the ticket that belongs to someone else is named with a masked email, and the agent can look it up on purpose.
The lookup box takes a payment id, an email, an order reference, a CPF/CNPJ, CUIT or RUT, or a subscription id.
Claims and chargebacks
Payments in dispute (status "in dispute" or "chargeback") are checked for open claims and chargebacks. The Needs attention card lists them first, nearest deadline first: for a claim, the next step Mercado Pago expects from you and its due date; for a chargeback, whether documents are due and the documentation deadline. Answer them in Mercado Pago.
Actions
Each action is confirmed with the exact sentence of what will happen, then logged as an internal note with a tag:
| Action | Tag | Notes |
|---|---|---|
| Refund all or part of an approved payment | pagowell_refund | Sent with an idempotency key; refund limits per currency apply to everyone who is not an admin |
| Cancel an unpaid payment (Pix, boleto, cash slip, uncaptured card) | pagowell_cancel_payment | Nothing is charged; the Pix code or slip stops working |
| Pause, resume or cancel a subscription | pagowell_pause, pagowell_resume, pagowell_cancel_subscription | Cancelling can't be undone |
| Create a payment link and add it to the reply | pagowell_link | In the account's currency; the ticket id is the link's reference |
Settings: Who may take actions (default admins), Refund limits like "BRL 500, MXN 2000", Refund reasons, and a switch for each kind of action.
If an answer is lost
- Refunds: Pagowell resends once with the same idempotency key, which Mercado Pago treats as the same refund. If that answer is lost too, it says it doesn't know and sends nothing more.
- Cancels and subscription changes: Pagowell reads the payment or subscription again and logs the action only if it happened.
- Payment links: never resent; try again in a moment.
Language
Each agent sees Pagowell in their Zendesk language (English, Spanish, Portuguese). Set Language to en, es or pt-BR to fix it for everyone. Ticket notes are written in the agent's language.
Troubleshooting
| Message | Fix |
|---|---|
| Mercado Pago refused the access token | Paste the current production Access Token (APP_USR-...) again |
| The token belongs to an account in another country | Put each country's token in its own setting |
| Mercado Pago did not filter payments by email | Pagowell dropped that search; payments are still found by document, subscription, payment id and reference. Write to us |
| Payment too old to refund | Mercado Pago refunds up to 180 days after the payment |
| Partial refund not allowed | Refund the whole payment |
| This payment has an open claim | Answer the claim in Mercado Pago before its deadline |
Your data
Pagowell runs in the agent's browser and keeps nothing: no copies, no browser storage, no export. Details in the privacy policy at greatwork.company/apps/pagowell/privacy.
Uninstall
Uninstalling removes Pagowell and its stored tokens. The pagowell_* tags and notes stay on past
tickets. Pagowell creates nothing in your Zendesk account.
Questions: hello@greatwork.company, reply within one business day.