Send a complete, safe diagnostic packet
Open the support Messenger from the lower corner of PalSync. Lead with the expected result, the observed result, and when it last occurred. One precise case is more useful than a general statement that syncing is broken.
Order sync
Shopify store domain and order number.
PayPal transaction ID and receiving PayPal account.
Fulfillment timestamp, carrier text exactly as Shopify stores it, and tracking number with sensitive portions hidden if needed.
PalSync status, reason, Synced to PayPal timestamp, and last refresh or retry time.
Historical Orders
Historical request ID, start date, Orders up to date, token balance before the request, and current request status.
An affected Shopify order and fulfillment ID.
Item disposition and complete reason text.
Whether the queue submission itself failed; this determines whether token restoration is expected.
Disputes
PayPal dispute ID, transaction ID, and Shopify order.
Status, lifecycle stage, reason, outcome, and response deadline.
The expected action and the actions currently displayed.
Relevant Case activity timestamp and any error code or message.
Do not re-upload evidence unless support specifically needs it to diagnose the issue.
Billing
Billing-period start and end dates.
Orders processed, current tier, forecast, displayed amount, and Shopify charge or reconciliation reference.
Never send
Do not send passwords, one-time codes, API keys, OAuth tokens, session cookies, full payment-card data, bank credentials, or an unredacted identity document. Redact unrelated customer information from screenshots.