Our billing support function is fully integrated within our wider customer success team, making sure you and your buyers have a seamless post-sales experience with Paddle.
Support for simple queries
When you integrate and launch with Paddle, payment, and order-related queries usually come from your buyers directly to our billing support team. If the query is simple and comes through the chat on Paddle.net or by email on email@example.com, Kino will be able to quickly assist.
Support for more complex queries
For more complex queries, Kino will pass the ticket onto our team, who will take the lead in helping the buyer and bringing the case to resolution. If the query needs input from the wider Paddle team, it will be routed to our billing support team leads for additional support.
In some cases, payment-related queries find their way to you. When you as a seller are faced with payment or transactional queries from a buyer, or you have an escalated case from your team that needs Paddle support, then you can easily get in touch with the buyer support team at firstname.lastname@example.org.
Paddle support for B2B enterprise buyers
If you sell on a B2B basis with Paddle and have enterprise-level buyers, both you as a seller and your enterprise buyers can contact our specially trained agents at email@example.com. They give quick, specialist support on vendor setup and purchase orders, and provide any other documentation and support needed.
Improving our service
We take a great deal of pride in the service that we give to your buyers, and so after each query is resolved we give them the opportunity to share their thoughts in a satisfaction survey. The feedback we collect is reviewed regularly to ensure that we are continuously improving our service.