Coronavirus: A message from PayPal’s President and CEO, Dan Schulman

This is an unprecedented time in our history.

The COVID-19 pandemic is having an impact on the health of our loved ones, the businesses we rely upon, the health of the global economy, and the way we live our daily lives. As we all continue to navigate through these unique and evolving challenges, we want you to know that PayPal is here for you.

Coming together as a community

In our more than 20 years of business, we’ve weathered with you storms that have touched all parts of the world, and throughout this shared journey, we have worked to support and sustain our employees, our customers and our partners. As we address a pandemic that will no-doubt become a chapter in the history books, our commitment to you will not waver.

Many businesses today are stepping up to help, because no one business can do it alone. To support relief efforts in key affected areas in China, PayPal donated RMB 1 million to the Shanghai Charity Foundation in early February. Around the world, we’ve seen generosity and kindness, intergenerational support and solidarity, and remarkable fortitude. It is during times like these that courage and generosity and resilience make a difference.

Supporting the merchant community, the backbone of our economy

Digital payments have become a lifeline for businesses of every size as more and more businesses and their customers adopt new mobile and in-store technology. As businesses venture into new ways of selling, they are finding that digital payments are proving to be a trusted way to accept payments safely and securely. We are continuously exploring ways to help our merchants navigate these times with adjustments to existing products based on business conditions and customer needs.

During this period of uncertainty, PayPal is able to provide access to 305 million active customer accounts around the world and ensure that you can transact safely and confidently, and with the highest conversion rates in the payments industry. We have been with you at every step along the way to provide the reliability, security and service you need, and we will stay at your side now.

In light of the fight against COVID-19 in China, PayPal has proactively introduced a series of merchant relief measures to address the challenges and needs of Chinese merchants affected by the pandemic. Our relief efforts include:

  • An extension of the seller response time window for dispute cases, which now gives merchants more time to respond to buyer disputes regarding late deliveries caused by COVID-19 outbreak
  • Proactive communications with buyers who have filed complaints with notification messages, reminding them of the 180-day buyer protection period
  • Adjustment of the funds availability policy to alleviate pressure on merchants when involved in buyer disputes from shipping or inventory issues
  • Taking care of our employees, who serve you every day

Supporting our PayPal employees during this crisis period has been critical to providing you with the services you need and expect. We have taken actions since the start of the COVID-19, to protect the physical well-being and financial security of our employees so that they are in a position to care for their health while also supporting our customers.

The commitments we have made to support and care for our employees will ensure that we are ready and equipped to also support our customers during these uncertain times. As the COVID-19 situation stabilizes in China, our business critical teams in China have since returned to in-office work with an aim to ramp up to full staffing level in a few weeks’ time as we continue to support Chinese merchants in resuming and recovering their businesses.

Thank you for being a PayPal customer – and for the trust you place in us every day.

Dan