No. Currently you can export customers from the Audience area, and contact them via a platform / email provider of your choice.
Note: Under GDPR legislation you’re only able to contact those customers who have opted-in to receive marketing communications from you as the seller. The Audience export makes it clear whom has given consent to be contacted (opted-in), and what products they’re interested in.
You’re able to issue a full or partial refund on any order, and refunds are always free of charge.
In order to issue a refund, follow the steps below;
PayPal refunds typically re-appear in a customer’s account within 48 hours of requesting the refund.
Refunds via credit card typically take 3-5 working days to credit back into a customer’s account.
Limitations
Some payment methods impose limits on what transactions you’re able to refund, for example PayPal whom will only allow you to offer a refund on transactions less than 60 days old.
If you’re unable to refund a particular order, or have questions about the above, don’t hesitate to get in touch with the Paddle team here.
You’re able to export a CSV listing all Audience members in the Reports area, this CSV can be imported to any e-mail provider of your choice.
Please keep in mind that only the Audience members who have chosen to opt-in to marketing communications from you should be contacted regarding product updates, offers, and news. The Audience report makes clear which members have opted-in to marketing communications, and what products they’re interested in.
We also support a range of other more automated solutions. For information on these, please get in touch.
Occasionally emails delivered to customers will be lost. You’re able to resend, forward, or preview any email relating to an order. In order do this follow the steps below:
The Audience area of our dashboard is a comprehensive list of your buyers that have opted-in to receive marketing communication from you.
You’re able to toggle Audience collection on/off in your Checkout Settings.
If you have Audience collection enabled, buyers can be added to Audience in a number of different ways;
When purchasing buyers will need to opt-in to receive marketing communications from you. This is as a result of the roll-out of the GDPR. Only those who have opted in, will appear under Audience. Whereas all customers will appear in your Transaction reports.
If you are already collecting the email address yourself (to use with our Audience API, or to skip the first step of the checkout), you can pass the consent to us using marketing_consent: true in your implementation.
Currently, you’re able to export all customer data from the Audience area, then import this into a mailing provider of your choice. Additional audience functionality is coming soon.
For more advice on how to collect buyer email addresses and communicate to them in a compliant way, please get in touch.
By default, payments made via the Paddle checkout will use the first 10 characters of your company name which you provided when you joined Paddle e.g. COMPANYNAM. This is referenced on the customer’s receipt for the utmost clarity.
You can modify the statement description that will appear on the customer’s statement through the Checkout Settings page in your Paddle dashboard. We recommend using a name here that is clear and recognizable to your customers to avoid disputes & chargebacks.
Your chosen statement description will appear on the customer’s bank/card statement as: PADDLE.NET* COMPANYNAM. Note that your chosen descriptor can only contain uppercase letters, numbers, spaces, and dots (.) between 2 to 10 characters long. At least one letter is required. Dots cannot be set as the first or last character in your statement description.
By default, Paddle will email customers with their order receipts along with any instructions you have provided for products. The best way to preview the emails your customers will receive is to test your checkout integration using the full purchase & refund method.
Customers may also receive emails for the following:
* Note: Please do not use the word ‘Subscription’ in your subscription plan name in order to avoid this word being duplicated in the subscription emails, as this will automatically be added into the email. The example images show how these emails will look if the plan name is called ‘Kino’.
We have also localized all these transactional emails. See the Email Localization section for more details.
We send a confirmation email to customers when they make a purchase:
Once the payment is processed, customers receive the following email detailing how they can activate and start using your product:
If there was a problem delivering a product or plan via webhook fulfillment*, customers will receive the following notification:
* Fulfillment can sometimes be referred as ‘lockers’ in the API documentation.
Orders that reach a certain risk score will be flagged for manual review by our support team. While the transaction review is pending, the money will be captured but not taken from their account. If a customer’s order is deemed high risk, they will receive the following email notification:
If the flagged order is rejected, the money will be released back to them and they will receive the following email notification:
You’re able to issue a full or partial refund from the order page in the Transactions page of your Paddle dashboard. Upon issuing a refund, customers will receive the following email notification:
Using Paddle you’re able to switch on checkout recovery - a feature whereby we attempt to recover any incomplete checkouts for your products. You’re able to switch checkout recovery on/off in the Recover Settings page of your Paddle dashboard.
If checkout recovery is switched on, customers will receive two email notifications. The first one is sent after 90 minutes+ of checkout inactivity:
A second and final email is sent out 7 hours+ following the first email if they have not completed their purchase since the previous email.
When a user joins a subscription containing a one-off coupon or a trial period they receive an email confirming its start with info about the trial, such as when it ends. Read our guide on trial subscriptions for more details.
When a subscriber has been on a trial subscription and that trial period ends, we then send an email to confirm they have made their first regular payment. Read our guide on trial subscriptions for more details.
You’re able to switch on pre-billing notifications for subscriptions and specify the number of days before the next billing date in which they are delivered in the Recover Settings page of your Paddle dashboard. For each pre-billing reminder, customers will be sent the following email notification:
When a customer is in the middle of a trial subscription (a free or discounted initial period) then we’ll send a message before their trial period expires to let them know they’re about to start paying. Read our guide on trial subscriptions for more details.
You’re able to switch on failed billing notifications for subscriptions (recommended) and specify how often we should retry the payment in the Recover Settings page of your Paddle dashboard. For each failed billing attempt, customers will receive the following notification:
As an alternative to cancelling a subscription when all payment attempts have failed, you can now choose to pause the subscription instead. This will give your customer a chance to resolve their payment issue in their own time and then re-start their subscription again.
When a buyer’s subscription is canceled they will receive an email which confirms the cancelation. As usual, any responses from this email go to our dedicated Buyer Support team.
Paddle automatically translates these emails into the 16 languages currently supported in the Checkout: English, French, Portuguese, German, Spanish, Russian, Japanese, Italian, Polish, Dutch, Arabic, Chinese (simplified), Korean, Swedish, Danish, and Norwegian. This means customers will receive all transactional emails in the language they checkout in, which can help decrease involuntary churn and boost conversions in the post-purchase journey*. Here is an example of a Cancelation Notification in Dutch:
* Note: If you don’t want to offer localized transactional emails to customers, please contact our Seller Support team who will be able to disable this feature for you.
Occasionally a customer’s purchase will be declined during the checkout process. After entering in their details and choosing to pay they will be notified of the decline.
Typically this decline will have been issued by the bank, for a number of reasons, eg. insufficient funds, they deem the transaction to be fraudulent, an invalid CVV input during the purchase process, etc. A notification outlining why the purchase has been declined will appear on the user’s checkout, allowing them to reattempt the purchase, and prompting them to contact customer support if they require assistance.
Unfortunately, there are occasions when the bank in question provides us with a generic decline, giving us little information on the reason behind their decision.
If the customer’s card information appears to be accurate, we suggest the customer contacts his/her bank for additional information, and for future payments to be accepted.
NB: Do not confuse declined transactions with those that have been flagged. Additional information on these can be found here.
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