Our checkouts have excellent UX and are industry-leading in their conversion rates. You may notice minor changes to user flow / user interface while working with Paddle, as we actively A/B test the checkout across a number of variants, iterate to improve conversion further and help our sellers make more money.

You can make minor changes like adding a brand color to the overlay checkout in the Checkout Settings page under “Styling”.

If you would like further customizability of the checkout, we recommend that you implement our inline checkout instead, which allows you to fine-tune far more aspects of the checkout in the Branded Inline Checkout page.

You can invite additional members of your team to your Paddle dashboard via the Team page.

When inviting new members of your team you’ll be asked what function they serve within your organisation. This is because we limit dashboard functionality based on a user’s role. In the future, any user’s role can be changed by an admin in your team, at any time.

The roles and the dashboard areas they each have access to are as follows:

Yes! If you wish to trigger actions based on the alerts/webhooks sent by Paddle using Zapier, you can do so by following the instructions below:

Note: you will need to create ‘paths’ after the ‘trigger’ step should you need separate actions for different Paddle alerts (more information on this after step 10).

1. If you don’t already have an account, set up a new account with Zapier at: https://zapier.com/sign-up/

2. Click “Make a Zap!” button

3. Choose “Webhooks”

4. Select “Catch the Hook” option

5. On the next step leave the field blank and click “Continue”

6. You will see a Zapier URL

7. Copy the Zapier URL, then go to the Alerts / Webhooks page in your Paddle dashboard, then click on the “Webhook Simulator” button

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1. Paste the Zapier URL into the “Test URL” and click on the “Call Webhook” button at the bottom of the page

2. Once you have done the above, go back to Zapier, you should be able to see the payload of the test webhook you’ve just fired

3. Once you are happy, press the continue button on Zapier*, then add the desired action

   *If you require separate actions for different Paddle alerts, you will need to create a ‘path’ step before linking this to an ‘action’. Each path should be dedicated to one specific alert. To do so, please follow the instructions below:

4. In the left-hand column, scroll down and select ‘Add a Step’

5. Click ‘Path’.

6. Select the default paths (either in the left-hand or right-hand column) and edit the path name and path rule

7. For the path rule, select ‘Alert Name’ in the first dropdown, then ‘(Text) Exactly matches’ in the second dropdown, and finally the corresponding alert name required.All the alert names can be found here. Next, add an action via the ‘Add a Step’ in the left-hand column. Click ‘Save & Close’ after the path has been set up and repeat this for all other paths

8. To add more paths, click on the ‘+’ button in the left-hand column in the Paths step

Yes, you can customise your order confirmation and customer invoice emails from your Account Settings Page.

In here you will find settings for:

Company Legal Name - This name will display in the top left of both emails by default

Company Display Name - Optional - if this name is specified, it will displayed in the emails instead of your company legal name

Product Website - This link will display directly under your company name

Contact Name - This is not used for customer emails - this is used for Paddle to get in touch with you

Email - This email address will be displayed in emails for customer support. Set your customer support email address here.

You can also use your company logo rather than the basic display name. Contact our Success team to get this arranged. Before contacting us, please ensure your company logo meets the following specifications.

Dimensions (Icon-based logo/Logos without text): Minimum 80x80 Pixels, Maximum 500x500 Pixels. Ensure that image does not have any spaces surrounding the icon - if there is, please crop this out to ensure that it is sized correctly on our template emails.

Dimensions (Text-based logo/Logos with text): Logos needs to be placed to the left of the name in a single line, and not underneath it. Ensure that image does not have any spaces surrounding the icon and/or text - if there is, please crop this out to ensure that it is sized correctly on our template emails.

Maximum Size: 500 KB

Image Format: PNG

Two-Factor Authentication protects your Paddle account with an additional level of security. Also known as 2FA, this technology enables you to safeguard your confidential revenue, customer, and business data and block unauthorized users from accessing your account.

Setting up Two-Factor Authentication on Paddle

To set up 2FA, each individual user on your account needs to go to their User Settings page. You can use any Authenticator application on your smartphone or tablet such as Google Authenticator (iPhone, Android, BlackBerry) or Authenticator (Windows Phone).

Before completing the 2FA setup process, you will receive 8 recovery codes which you can use to login and disable 2FA on your account if you lose your phone. You need to download these codes and keep them in a secure place as we’ll only display them once.

However, if you lose them but still have access to your account, you can generate new recovery codes only if you disable and reactivate 2FA. During this process, you’ll need to scan the QR code again to add a new account in the Authenticator application and the old account will stop working immediately.

Users who installed the app and activated 2FA will be asked to enter the unique verification code created by the app each time they try to login in addition to their username and password.

By generating a one-time code each time you login, you can be even more confident that your account is safe while mitigating the risk of a potential security breach.

What happens if one of our users gets locked out?

If you don’t have access to your phone, you can use one of the 8 recovery codes to login to your account and disable 2FA.

In the event one of your users loses both their phone and their recovery codes or gets locked out, you can contact sellers@paddle.com. Our Seller Support team will help you regain access to your account once we can verify you.

Can 2FA be enabled for all users on my account?

Yes, each user can enable and use 2FA to secure their account. However, Admins cannot activate 2FA for all users at once. Instead, each user needs to manually opt-in and activate 2FA themselves.

Your default currency is the currency in which you accrue your earnings with Paddle; often referred to as your account balance.

We currently support balances in the following currencies: USD, GBP, EUR.

We recommend selecting the same balance currency to which your bank account is held in where possible.

Changing your default currency

You can change your default currency at any time, by visiting the Balance Currency page in your Paddle dashboard.

If you have an existing balance with Paddle, the change will not take effect until your next payout.

Does my default currency affect my customers / the currencies in which they’re able to pay?

No. No matter what currency is your default, customers will be able to pay in any currency you’ve chosen to support when setting up your products.

The customer will pay in the currency of their choice, this currency and total amount paid is listed on the order details page. At the time of sale, your earnings from the purchase are converted into your default currency, and credited to your account balance.

The amount credited and its value in your default currency are listed on your order details page.

You’re able to test your integration with Paddle through a range of different methods, some of which are specific to the type of product you’re looking to sell.

Sandbox

The best way to test your Paddle integration and checkout flow is with our sandbox environment.

• If you’re new to Paddle sign up for a live account first so we can get to know you. Then you can play with sandbox while we make sure you’re ready to start selling.

• If you’re already with Paddle, read the sandbox documentation for more on how to set up and experiment with your sandbox environment.

Using the sandbox you can:

• Use test cards to simulate successful or unsuccessful transations, and test 3D Secure authentication experiences with no limitations
• Experiment with your checkout branding before surfacing it to customers
• Test the end-to-end customer experience, reviewing automated emails, checking access management, and more

Testing on sandbox avoids polluting your live data or metrics, with everything kept separate from your live account.

Live Testing

Once you’re happy with your implementation on sandbox, there are still ways of testing your checkout and expected customer flows from your live, ‘production’ setup. Although note that testing with real (even refunded or discounted) transactions might confuse your reporting.

Full purchase & refund

The above method is useful to ensure you’re happy with the monetary flow of transactions.

Having setup your product or subscription plan with Paddle you should be provided with a checkout link. Visit this and purchase (optionally discount with a coupon/modifier - see below), running through the on-screen instructions.

Following this you’re able to issue yourself a full refund at zero cost – instructions on how to do this can be found here.

The method above is the most true-to-life test of a checkout.

Coupons for products

Having setup a product (one-time) in your dashboard, as well as being provided with a checkout link, the ability to add coupons for your product should also become available.

Setup a 100% off coupon, and apply this during the checkout process to test.

This particular test is useful for learning more about the user-flow post-purchase, seeing what emails are delivered and more. For information on customising these emails, see here.

Test plans for recurring billing

When setting up recurring billing with Paddle, we recommend setting up a range of test plans, listed with a free price. These plans will still use the same events/alerts system as the paid plans – sending a HTTP POST to your webhook endpoint for each action against a subscription (such as a subscription payment, plan change, cancellation). The same events a paid plan will need to sync with.

Once you’re happy your recurring billing integration is complete, and in sync with your own site we recommend running through some full purchase tests (to be refunded).

You’re able to subscribe to alerts of this type in the Alerts / Webhooks page in your Paddle dashboard.

For products, you can define the redirect behavior on the product create/edit page, under the “Set where the users go after checkout” section.

For subscriptions, the URL needs to be defined in the ‘success’ argument (see Success Redirect property in the Checkout Parameters documentation), when calling the Paddle.checkout.open() method in your Paddle.js implementation.

Equally, if using a static link, you can set it in the ‘data-success’ value in your link:

<a href="#!" class="paddle_button" data-product="12345" data-success=”http://your-example-url.com”>Buy Now!</a>

The specific format of the VAT ID accepted by the checkout and dashboard varies between countries. Please follow the below guidelines when entering the ID:

Using Paddle you’re able to switch on checkout recovery - this is a system whereby we attempt to recover any incomplete checkouts. These are checkouts during which the customer has entered their email address during the checkout flow, but not gone on to purchase your product.

If checkout recovery is switched on, customers are sent a maximum of two emails. The first one is sent after 90 minutes of checkout inactivity, encouraging them to return to their checkout and complete the purchase. A second email is then sent out 7 hours after the first email if they have not completed their purchase since the previous email.

Our checkout recovery technology is industry leading; on average we recover ~10% of all checkouts abandoned.

Turning checkout recovery on/off

You can toggle the checkout recovery on/off in the Recover Settings page of your Paddle dashboard.

Within this setting, you are also able to input a discount to be offered to the customer in the automated email, so as to encourage them to recover the abandoned checkout. We recommend sellers enable this to maximise the effectiveness of the emails, and to increase the likelihood of recovering the lost purchase. Please note that customers are required to provide marketing consent during the checkout in order to receive discounted checkout recovery emails. If they do not provide marketing consent, they will receive an email without a discount.

For any purchases made directly from clicking on a recovery email a 10% transaction fee is applied.

Identifying “recovery” orders

For all orders generated via checkout recovery, the “Source” listed on the order details page will read “Paddle Recovery”.

In the “Order History” area on the details page will be a record of when the customer was sent and interacted with their recovery email.

There are four ways to deliver your product to customers:

Server Notification (Webhook)
This is what the majority of our sellers use. Webhooks are HTTP GET/POST requests sent to your server, used to receive data from Paddle and for your server to communicate back. This is typically used to send order-specific data to a customer after the payment process (e.g. a unique license code). It is our most flexible fulfillment method, which allows you to build your own user database from the data you receive. For more information regarding this, click here.

Download
An email with download instructions will be sent directly to the customer with a link to the file uploaded* or download URL specified.

* Please note that any files uploaded and hosted by Paddle will not be order-authenticated (and will provide a static download link for all buyers). If you’re selling a product that does not require any order verification to use it (such as e-books and graphic files), we would strongly recommend that you consider hosting these files using an alternative provider.

License List
Upload a plain text document (.txt) file containing a list of licenses (newline-separated). When a customer purchases the product, they will be emailed a license key and any information/instructions that you have specified. Once this list has been exhausted, it will throw an error and you will be contacted by someone at Paddle requesting more license codes be added.

Paddle License (SDK)
Generate licenses specifically for use with your Mac application using our licensing feature within the Paddle SDK. For more information on how to build this integration, click here.

Popular amongst business customers, as well as certain countries where card payments are less prominent, wire transfers are one of several payment methods Paddle can offer customers in an effort to increase your conversion. Please contact us if you would like to enable wire transfers on the checkout.

We’ve put together a simple, unbranded PDF that you can share with your customers to explain more about the process for wire transfers using Paddle. You can download the PDF here

What should I tell customers if they enter the wrong details into the checkout or select the wrong product / quantity?

Ask the customer to disregard the original checkout entirely and complete a new checkout for the correct product / plan / quantity instead. Ensure the customer sends the payment with the reference id provided by the new checkout.

What should I do if the customer sent payment without a reference id or with an incorrect reference id?

Please ask the customer to provide a payment receipt and/or confirm their full name (or company name if b2b purchase), date of payment, payment amount and currency and name of payer bank, sending these details to us so we can attempt to reconcile.

What should I do if the customer has sent the incorrect value?

For order values less than $100/£100/€100 we will reconcile payments if the discrepancy between amount requested and amount received is less than 5%. For order values greater than or equal to $100/£100/€100, we will reconcile payments if the discrepancy between amount requested and the amount received is less than 1%. In situations where the discrepancy is greater than 1%, Paddle will contact you to ask whether you would like us to continue with reconciling the payment, or whether you would like to request the shortfall from the customer or refund any overpayment.

How can I chase unpaid wire transfer orders?

Unpaid wire transfer orders can be tracked here. You should follow up with customers who have not paid based on your own payment terms, confirming the amount owed, the reference and the bank details. Since the destination bank will depend on the checkout currency, you should refer to this flow diagram to be able to confirm the correct bank details.