Ask HN: How to get in touch with Paddle (MoR)

Posted by probst 16 hours ago

This isn't really a typical Ask HN, but since my LinkedIn network doesn't get me there, I thought I'd give HN a shot!

Paddle, the merchant of record, used to have quite excellent support (widget in their dashboard) which then turned into workable support by e-mail. Now they have added a layer of AI automation whereby any support e-mail receives an automated AI reply to which you have to reply to escalate to a human. Unfortunately that loop is broken. I never get a human into the loop at all (they must be so surprised and happy that their support backlogs have gotten so short! Some PM is probably celebrating having made their system completely self-explanatory)

In our case they have misrouted our payouts, and I'd be very happy if I could manage to get hold of a human.

Do you know anyone working at Paddle I could escalate to, or an email different from sellers@paddle.com that one can use?

Thank you!

edit: language+grammar

Comments

Comment by shinryuu 7 hours ago

Even if your linkedin network doesn't get you there, it's still possible to connect to people at paddle. https://www.linkedin.com/company/paddle/people/

Have you tried that? When connecting it's possible to leave a short note. There are a few with a support title, some account managers, and there's always the CEO themselves.

Comment by probst 6 hours ago

Yes, I was so close to signing up for a pro account to get some inmail credits to be able to write someone directly, but then I decided to try writing here first lest I be stuck in a pit of dark patterns trying to cancel my subscription. I would however have been my next step.

Comment by shinryuu 6 hours ago

No pro account needed (as far as I know). I've made connections without that.

Comment by 0xCE0 12 hours ago

The payment system is so critical to businesses that it should be forbidden to use AI for support issues. Besides payment systems are so niche/special, that there shouldn't be any "unnecessary" questions by customers (same kind criticality of function/communication as with accountant). Hope you get answer.

Comment by probst 7 hours ago

I finally heard back! Thank you! I think this thread might have helped!

And I totally agree with your thoughts on the criticality and inadequacy of AI replies in such a context! Lack of answers was holding a months worth of income hostage with no real recourse for us other than trying to be loud online. Kind of sad.

Looking at alternative merchant of records now to buy us some optionality.