Before connecting an AI provider, define which case fields and documents can be sent, how provider keys are stored, which models are allowed, what retention terms apply, and who approves a response. The planned PalSync workflow keeps BYOK drafting separate from the current case-response tools and labels every generated draft as requiring merchant review.
Requirements before AI drafting goes live
- 01
Define the source set
Limit drafting to the transaction, order, shipment, case, and merchant-approved documents.
- 02
Configure provider boundaries
Document key handling, model allowlists, region, retention, and provider billing.
- 03
Require citations
Make every material statement traceable to a case source and flag missing or conflicting evidence.
- 04
Stop before submission
Require an authorized merchant to review sources, edits, and the final response.
- 05
Preserve the audit record
Record provider, model, prompt version, sources, draft, editor, approval, submission, and outcome.
AI readiness controls
- Supported providers and model allowlist
- Credential storage and revocation design
- Data-minimization and retention policy
- Source citations and uncertainty handling
- Merchant approval and complete audit trail
Questions merchants ask next
Is AI Evidence Copilot available now?
No. It is a clearly labeled roadmap capability. Current PalSync provides PayPal dispute and case-response tools with merchant action.
Will PalSync include model usage?
The proposed model is BYOK. The merchant connects and pays a supported model provider directly.
Can an AI guarantee better outcomes?
No. Outcome claims require a defined cohort and reliable measurement, and the final decision remains with PayPal or the applicable issuer.
Official sources
These sources support policy and technical statements.
Merchant-language research
These discussions identify questions and operational pain; they are not policy authority.