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

pprobst about 4 hours ago 1 comments

FR version is available. Content is displayed in original English for accuracy.

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

Discussion (1 Comments)Read Original on HackerNews

0xCE0•1 minute 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. Hope you get answer.