Monitoring observes; a merchant decides
When Assisted dispute monitoring is On, PalSync can refresh case state, count work awaiting a response, surface deadlines, and keep the Available actions aligned with PayPal. The UI deliberately pairs the On state with Merchant approval required.
Monitoring can
Retrieve new and changed PayPal cases.
Refresh state, lifecycle, outcome, and seller-response deadline.
Link the relevant Shopify order and PayPal transaction.
Organize buyer, merchant, PayPal, and system activity.
Show the current response options and collect their required fields.
Monitoring cannot bypass approval
No message, offer, evidence package, claim acceptance, return acknowledgement, escalation, supporting-information response, or appeal is submitted simply because monitoring is enabled. Server-side controls reject automation when approval is required or the action is not currently allowed.
Higher-risk controls
Money-moving and case-resolving actions show an impact warning.
The merchant must acknowledge the financial impact.
Response options are revalidated against the current case snapshot.
Idempotency prevents the same submission intent from being silently duplicated.
An uncertain prior response can require reconciliation before another is accepted.
Team operating model
Assign an owner, review Action required daily, record why the chosen action is appropriate, and follow the PayPal response due time rather than waiting for a reminder.