Question 1

Can I contact my customers from Audience?

Accepted Answer

No, you cannot contact customers from audience, but you can export the list and contact them via a 3rd party provider. Please bear in mind data & privacy laws.

Question 2

How do I issue refunds?

Accepted Answer

You can issue a full or partial refund on any order. Paddle will retain the original processing fee.

Question 3

Importing audiences to e-mail providers?

Accepted Answer

You can export all Audience members from the dashboard and import them to e-mail providers. Please consider data privacy laws when contacting the members.

Question 4

Resending lost Invoices & Emails

Accepted Answer

Occasionally emails delivered to customers will be lost Youre able to resend forward or preview any email relating to an order In order do this follow the

Question 5

What is Audience?

Accepted Answer

The  Audience  area of our dashboard is a comprehensive list of your buyers that have optedin to receive marketing communication from you  Youre able to togg

Question 6

What will customers see on their statement?

Accepted Answer

By default card payments made via the Paddle checkout will use the first 10 characters of your company name which you provided when you joined Paddle eg

Question 7

Why has my customer’s transaction been declined?

Accepted Answer

Some common reasons are: insufficient funds, the transaction may be deemed fraudulent, an invalid CVV input during checkout, 3DS authentication required, etc.

Question 8

Which emails will customers receive on Paddle Classic?

Accepted Answer

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 ema...

Question 9

Which emails will customers receive on Paddle Billing?

Accepted Answer

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

Question 10

How to find an order

Accepted Answer

You can first try to locate the order in the transaction overview. If that's unsuccessful, reach out sellers@paddle.com with as many details as possible.

Question 11

How does Sales Tax exemption work?

Accepted Answer

Sales tax is applied to invoices according to the customer&rsquo;s country and state or province, using our constantly updated tax logic. This works much lik...

Question 12

What is eGUI?

Accepted Answer

Electronic Government Uniform Invoice often referred to as eGUI is an invoice that is sent or received electronically as required by the Taiwan Ministry o

Question 13

Which countries require Enhanced Billing Notifications?

Accepted Answer

To comply with increasing regulatory requirements and card scheme rules were introducing Enhanced Billing Notifications These notifications will automaticall

Question 14

FAQ for Paddle Buyers

Accepted Answer

Refunds, Paddle.net, Tax Exemptions Payment Methods and Terms

Question 15

How to set up Slack Alerts

Accepted Answer

How to set up Slack Alerts in Paddle  You can set up Slack Alerts for your subscriptions transactions payment attempts and new customers in Paddle via Relaya

Question 16

Requesting Buyer Data Deletion

Accepted Answer

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