Pursewell documentation

Pursewell shows the requester's PayPal and Braintree payments in the Zendesk Support ticket sidebar (and on user profiles), and lets agents you allow refund, void and manage subscriptions, each logged on the ticket.

Set up

Follow the installation guide on the listing (five steps). In short:

1. PayPal: create a PayPal app just for Zendesk at developer.paypal.com > Apps & Credentials. Keep the payments feature, turn on Transaction search, Customer disputes and Subscriptions. Leave Payouts off: Pursewell refuses an app that can send payouts or credits to new recipients. Paste the client id and secret.
2. Braintree: add a Braintree user for Zendesk with a custom role (view transactions and disputes, refund and void, view and manage subscriptions), generate an API key as that user, and paste the public key, private key and merchant id. Keys of an account admin are refused.
3. Choose who sees payments and who may act, the refund limit and which actions are on.

How payments are found

• PayPal: Pursewell searches your PayPal activity for the last 90 days (change it with "PayPal search window", 7 to 365) and keeps only payments whose payer email is one of the requester's email addresses in Zendesk. PayPal adds payments to its search up to three hours after they happen. For a newer payment, or a payer who used another email, paste the transaction id from their receipt into the Find box. On very busy accounts the search stops after 10 pages of 500 payments and the sidebar says how far back it got.
• Braintree: transactions from the last two years whose customer email matches, newest 50. Paste a Braintree transaction id to open any other one.
• Find box: an email, a PayPal transaction id (17 characters), a subscription id (I-...), a dispute id (PP-D-...) or a Braintree transaction id.

Actions

Every action:

• shows a confirmation of exactly what will happen;
• re-reads the payment or subscription right before sending and checks again;
• is sent once. Refunds and voids carry PayPal's or Braintree's duplicate-protection key, so if the connection drops Pursewell asks again with the same key and the provider answers with the first result. Other actions are re-read instead of sent again;
• writes an internal note and a pursewell_ tag on the ticket. If the note fails, the sidebar shows the text to paste.

Who can do what

• Who sees payments (default: all agents). Admins always see them. Other agents see a short message instead, and their browsers never sign in to PayPal.
• Who may take actions (default: admins). Others see payments read-only.
• Largest refund without an admin (default 100, in the payment's currency).
• Per-action switches: refunds and voids, cancelling, suspend and reactivate, charging a balance.
• Actions only run on tickets, where they are logged. The user sidebar and new tickets are read-only.

Keys and the PayPal token

Your PayPal secret and Braintree private key are Zendesk secure settings: Zendesk adds them to requests on its own servers and only sends them to PayPal's and Braintree's API hosts. PayPal's sign-in returns a token that lasts up to 9 hours; it stays in the memory of the browser of each agent allowed to see payments while Pursewell is open, shared by their open tickets. Pursewell checks every token's permissions and refuses one that can send payouts or credits. Give the PayPal app only the features above.

Plans

Starter $49 per month (up to 3 agents), Team $169 per month (4 to 11), Scale $25 per agent per month (12 or more). If your account grows past its plan, payments stay visible and actions turn off until an admin changes the plan in the Zendesk Marketplace.

Messages and fixes

Help: hello@greatwork.company, a person replies within 1 business day.