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Which emails will customers receive?

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’.

Flagged Orders

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 with 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:

Refunds

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:

Locker Failures

If there was a problem delivering a product via webhook fulfillment, customers will receive the following notification:

Checkout Recovery

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 Checkout 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: Checkout Recovery

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.

Welcome Notifications

When a user joins a subscription they receive an email confirming its start. If the subscription contains a one-off coupon or a trial period then the email will contain extra info about the trial, such as when it ends.
Initial Subscription Email

Initial Transaction Receipts

When a subscriber has been on a trial subscription and that trial period ends, then we send an email to confirm they have made their first regular payment. Initial Transaction Email

Pre-Billing Notifications

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 Subscription Settings page of your Paddle dashboard. For each pre-billing reminder, customers will be sent the following email notification: Pre-billing Email - Update Subscription

Enhanced Notifications

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. Enhanced Notification Email - Promo

Failed Billing Notifications

You’re able to switch on failed billing notifications for subscriptions (recommended) and specify how often we should retry the payment in the Subscription Settings page of your Paddle dashboard. For each failed billing attempt, customers will receive the following notification: Failed Billing Notification

Paused Billing Notifications

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. Paused Billing Email

Cancelation Notifications

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. Cancel Confirmation Email

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