Answer PayPal Payment Questions on WhatsApp
This recipe answers payment questions in chat from your PayPal account: whether an invoice is paid, how much is still open, and when it was paid. Open invoices get the link again, and refund requests go to your team. Part of connecting PayPal to WhatsApp and AI chat.
What happens today
A customer messages: “I paid on PayPal, did you get it?”. Someone logs in to PayPal, searches for the customer, finds the invoice and replies. If it was never paid, they dig out the link and send it again. Each one takes a few minutes, and the customer waits until someone has time to look.
The flow that works
- The customer asks about a payment.
- AeroChat finds the invoice sent in the conversation, or searches PayPal by the invoice number or email.
- If it is paid, it tells them the amount and the date and confirms their order or booking.
- If it is open or partly paid, it says so plainly and shares the payment link again.
- If they ask for a refund or dispute a charge, it collects the details and hands the conversation to your team.
The recipe
Copy this into AeroChat
When a customer asks about a payment, follow these steps.
- Look for the PayPal invoice we sent in this conversation. If there is none, ask for the invoice number or the email they paid with.
- Find the invoice in PayPal. Search by the customer’s email if they do not have the number, and look at the last 60 days (example).
- If the invoice is paid, tell them the amount, the date it was paid and what it was for. Confirm their order or booking if it matches.
- If it is still open or partly paid, tell them the amount still due and share the payment link again.
- If you cannot find an invoice, ask what they were paying for and when, and hand the conversation to a team member.
- If they ask for a refund, or say they were charged twice or charged the wrong amount, do not promise anything. Collect the invoice number, the amount and the reason, and hand the conversation to a team member.
Never share another customer’s invoices. Reply in the customer’s language.
Change the look-back period to your own before you paste it.
What to connect
- PayPal. Create a REST app for AeroChat in the PayPal Developer Dashboard and copy its client ID and secret. Paste them in when AeroChat asks.
- Your policies. Upload your refund and cancellation policy to the AeroChat knowledge base so the replies match what you have written.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect PayPal, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from PayPal’s public documentation, the checklist asks you to check it once against the current docs.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- How far back customers can ask about invoices.
- Whether a partly paid invoice still confirms the order.
- Who handles refunds and disputes.
The result to expect
Customers get an answer about their PayPal payment in seconds, without anyone searching PayPal by hand. Open invoices get the link again right away, so fewer orders are lost to a forgotten email. Your team only handles refunds and disputes.
Measure it with your own numbers: payment questions answered by hand per month, and open invoices that were paid after a reminder in chat.
See also: send PayPal invoices from chat.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same PayPal connection behind it. See what each channel does on the PayPal integration page.
Answer payment questions from PayPal
Paste the recipe, add your PayPal Sandbox credentials, pay a test invoice, and ask your own number whether it went through.
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