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Connect Paddle

Prepare Paddle billing context for support workflows.

Last updated June 25, 2026

What this guide covers#

Connect Paddle when billing and subscription records are managed through Paddle.

Paddle context helps support answer subscription, invoice, payment, refund, cancellation, and tax or receipt questions without leaving Letterbook.

Setup steps#

  1. Authorize Paddle from Letterbook.
  2. Match Paddle customers to Letterbook conversations.
  3. Review subscriptions, transactions, invoices, and payment status.
  4. Add billing and refund policies to the internal knowledge base.
  5. Define approval rules for refunds, cancellations, credits, and account changes.
  6. Test a refund request, an invoice request, and a subscription-status question.

Configuration details#

  • Use the minimum Paddle access required for support workflows.
  • Confirm whether your workflow needs read-only context or staged billing actions.
  • Keep approval on for money-moving or subscription-changing actions.
  • Rotate credentials when the owner changes or a key may have been exposed.

Common support workflows#

  • Customer needs an invoice or receipt.
  • Customer asks why they were charged.
  • Customer wants to cancel or change a subscription.
  • Customer requests a refund.
  • Customer's app access does not match Paddle billing state.