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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:

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:

 
Title: Your Paddle.com Order

Hi there,
You recently placed an order for [Product/Plan Name] via Paddle.

During the order process, our automated system noticed a few characteristics of the order that mean that we need to manually review it before we can process the order further.

This process typically takes a few hours but will often happen much more quickly. No further action is required on your part. Don’t worry, we haven’t yet charged your card for the order. Once we complete our review, we’ll process your transaction.

We operate this process to protect awesome customers like you from potential fraud.

Thanks,
The Paddle.com Team

If the flagged order is rejected, the money will be released back to them and they will receive the following email notification:

 
Title: Unable to process your order for [Product/Plan Name]

Hi there,
You have recently placed an order for [Product/Plan Name]

Your order was placed for manual review and unfortunately we have been unable to process it on this occasion.

Don’t worry, we have not charged your card for this order and all funds are still available to you.

If you would still like to make the purchase, please get in touch with help@paddle.com before placing the order again.

Thanks,
The Paddle.com Team

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:

 
Title: Refund confirmation for Order #1234567

Hi there,
This is a notification to confirm that we have successfully processed a [amount] refund for your purchase of [Product/Plan Name]. This refund applies to Order #1234567.

We will automatically credit the funds to your [payment method]. Please note, that it might take up to 5 business days for the money to appear back in your account.

Thanks,
The Paddle.com Team

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:

 
Title: Finish your [Product/Plan Name] purchase…

Looks like you didn’t complete your checkout

If you’re still interested, the button below will take you back to where you left off.

Continue Checkout

Thanks,
[Company Name]

The second email is sent out 7 hours+ following the first email if they have not completed their purchase since the previous email:

 
Title: Final reminder to finish your [Product/Plan Name] purchase…

Looks like you didn’t complete your checkout

If you’re still interested, the button below will take you back to where you left off.

Continue Checkout

Thanks,
[Company Name]

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:

 
Title: Your [Plan Name] subscription is about to renew

Your [Plan Name] subscription is about to renew.

We’ll automatically attempt to bill your [payment method] a total of [amount] on [date] to continue your subscription. You will receive a payment receipt separately at the time of billing.

If you wish to update the payment method to be used for this subscription, click here.

If you have any questions about the product, your subscription or the upcoming renewal, please contact:

[Company Name]
[Company Email]

Thanks,
[Company Name]

Note: If you choose to send pre-billing notifications, avoid using ‘Subscription’ in the plan name to avoid repeated words in the email copy.

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:

 
Title: Your [Plan Name] Subscription Payment Failed

Your [Plan Name] Subscription Payment Failed!

We attempted to bill you [amount] for your [Plan Name] subscription, but were unable to do so.

Typically a subscription payment will fail due to a declined card, expired card, or declined PayPal subscription.

You can click here to update the payment method associated with your account, and continue your access to [Plan Name].

Update Payment information

We will attempt to bill your [Plan Name] subscription again on [date] using your [payment method].

Please update your payment information prior to then to ensure uninterrupted access to [Plan Name]

Thanks,
[Company Name]

P.S. If you need help with your subscription, wish for more information or there’s something else we can help with in relation to [Plan Name], just reply to this email.

Note: If you enable failed billing notifications, avoid using ‘Subscription’ in the plan name to avoid repeated words in the email copy.

Locker Failures

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

 
Title: There was a problem processing your order of [Product Name]

Hi there,
We’ve taken payment for your order #1234567 for [Product Name] by [Company Name] but we’re having trouble processing it. Please get in touch with the vendor using [Company Email] who will be able to look into the problem.

If you don’t hear back from them within 24 hours just reply to this email and we’ll be happy to help.

Thanks,
The Paddle.com Team
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