How to see PayPal dispute deadlines on Zendesk tickets
By Jake Marsh · Updated
To see PayPal dispute deadlines in Zendesk, install Pursewell with Customer disputes turned on in your PayPal app, and open the customer's ticket. Their open PayPal disputes and Braintree chargebacks show in the sidebar with "respond by" and the date, and those due in under three days are marked urgent. Refunds are blocked on disputed payments, so agents respond to the dispute in PayPal or Braintree instead.
Steps
- Turn on Customer disputes in your PayPal app at developer.paypal.com > Apps & Credentials > your Zendesk app > Features.
- For Braintree, make sure the Zendesk user's role can view disputes.
- Open a ticket from the customer. Pursewell finds their payments by the emails on their Zendesk profile.
- Read the dispute. Each open dispute shows its reason, status and respond-by date.
- Look up a dispute directly. Paste a PayPal dispute id (
PP-D-...) into Find a payment or customer. - Respond in PayPal or Braintree before the date shown.
How PayPal disputes work
PayPal's disputes overview says a buyer has 180 days from the payment date to dispute a transaction, and that buyer and merchant have up to 20 days to resolve a dispute before either can escalate it to PayPal, which then reviews and decides. The respond-by date in the sidebar is the one PayPal reports for your response.
What the sidebar shows
| Item | Shown for |
|---|---|
| Respond-by date | Open PayPal disputes and open Braintree chargebacks |
| Urgent marker | Disputes due in less than three days (for PayPal, when it is your turn to respond) |
| Reason and stage | Both providers; PayPal stages are inquiry, chargeback, pre-arbitration and arbitration |
| PayPal status | Your response needed, Waiting for the buyer, PayPal reviewing, Resolved |
| Refund blocked | Any disputed payment |
Why refunds are blocked on disputed payments
Refunding a payment that is already in dispute risks returning the money twice. Pursewell blocks the Refund button on disputed payments, and on any amount above what is left, so the agent handles the dispute first.
Limits
- Pursewell shows disputes; it doesn't upload evidence or send dispute replies.
- PayPal payments are searched for the last 90 days by default (7 to 365 with PayPal search window). For older payments, use the dispute id or transaction id.
- PayPal adds payments to its search up to three hours after they happen.
What it costs
Pursewell is $49 a month for Zendesk accounts with up to 3 agents and admins, $169 a month for 4 to 11, or $25 per agent per month for 12 or more, billed monthly by Zendesk with a 14-day free trial. See the Pursewell documentation.
Pursewell
PayPal and Braintree sidebar: payments on the ticket, refunds, dispute deadlines, subscriptions. From $49 a month per Zendesk account.
Questions
How long do I have to respond to a PayPal dispute?
Use the respond-by date Pursewell shows, which comes from PayPal for that dispute. PayPal's overview gives buyer and merchant up to 20 days to resolve a dispute before escalation.
Can I respond to the dispute from Zendesk?
No. Pursewell shows the dispute and its deadline. Respond in PayPal or Braintree.
Why don't I see disputes at all?
Customer disputes may be off in your PayPal app's features, or the Braintree user's role can't view disputes.
Will a dispute show for a payment from a different email?
Paste the dispute id or transaction id into the Find box. The automatic list only matches the requester's Zendesk email addresses.
More Pursewell guides
- How to get PayPal REST API credentials and Braintree keys for Zendesk
- How to refund a PayPal payment from a Zendesk ticket