New
Canoewell
Paddle Billing sidebar: subscriptions on the ticket. Refund, pause or cancel, every action logged.
Works with
Support
Developer
Great Work LLC
About this app
See the customer's Paddle subscriptions on the ticket, and sort out billing without leaving Zendesk. When someone writes in about a failed payment, a refund or a cancellation, Canoewell shows their Paddle Billing customer next to the ticket: subscriptions with every item, scheduled cancellations and pauses, past-due bills and why the last payment failed, invoices and refunds. Agents you allow can request a refund, credit an invoice, cancel or undo a scheduled cancellation, pause or resume, apply a discount and send the customer the link to update their card, and every action is written to the ticket as an internal note.
Canoewell is built by Great Work LLC. It is not made or endorsed by Zendesk or Paddle. Paddle is a trademark of Paddle.com Market Limited. Canoewell works with Paddle Billing, not Paddle Classic.
The whole subscription in the sidebar
- Matched automatically by every email on the requester's profile, or by a user field holding the Paddle customer id.
- Subscriptions with items, seats, price, interval, discount, status, next bill, trial end and any scheduled cancellation or pause.
- Problems first: past-due bills and why the last payment failed, cards expired or about to expire, and refunds waiting for Paddle's approval.
- Payments and invoices with what is still refundable, invoice PDFs and the customer's credit balance. Live and sandbox accounts.
Actions with guard rails
- Request a refund of a whole transaction or chosen lines, with a reason stored in Paddle next to the ticket number.
- Credit an invoice to lower what the customer owes.
- Cancel at the end of the billing period, or remove a scheduled cancellation. Cancelling immediately is for admins unless you allow it.
- Pause now or at period end, resume, or remove a scheduled pause.
- Apply a discount by its code, from the next bill.
- Send the update-card link to Paddle's customer portal in your reply.
Every action shows exactly what will happen before anything is sent. Canoewell re-reads Paddle first and sends each action once, so a double click or a flaky network never refunds twice.
- You decide who may act: admins only by default, or agents, roles or groups you list. Switch off action types, require an admin above a refund limit and limit which discounts agents may apply.
Honest about what Paddle decides
Paddle is the merchant of record. Most live refunds are reviewed by Paddle before money moves, and Canoewell shows them as waiting until Paddle decides. Refunds go to the original payment method, credits apply only to invoices, and Paddle handles tax, invoices and payment retries. A canceled subscription cannot be reinstated.
Logged on the ticket, every time
After Paddle accepts an action, Canoewell adds an internal note with the amounts, Paddle ids, reason and agent, plus a tag (canoewell_refund_requested, canoewell_cancel and so on) for views and reports.
Several Paddle accounts
Connect up to three Paddle accounts. Canoewell opens the one mapped to the ticket's brand, and agents can switch.
Plan (billed monthly by Zendesk)
Standard: $10 per agent per month. Every feature is included. 14-day trial; Zendesk asks for a card at install and billing starts when the trial ends unless you uninstall.
Your data
Your Paddle API key is stored as a Zendesk secure setting. It never reaches the agent's browser: Zendesk adds it to each request on the way to Paddle, and only to Paddle's own API hosts. Canoewell has no Great Work server, keeps no copy of your Paddle or Zendesk data, has no export, sends nothing to Great Work or anyone else (not even usage statistics), does no background work and uses no AI.
Support
Email hello@greatwork.company. We reply within one business day.
App details
How to install
- In Paddle, go to My account > Settings > Authentication > API keys and create a key named "Canoewell for Zendesk". Give it these permissions:
customer.read,subscription.read,transaction.read,adjustment.read,discount.read, plussubscription.write(cancel, pause, resume, discounts) andadjustment.write(refunds and credits) if agents will take actions. Paddle keys expire (90 days by default, one year at most): pick an expiry and set a reminder to paste a new key before it. Install Canoewell from the Zendesk Marketplace and choose the Standard plan. The 14-day trial starts now; Zendesk asks for a card and starts billing when the trial ends unless you uninstall.
- Paste the key into Paddle API key. Zendesk stores it as a secure setting; agents never see it, and Zendesk only sends it to Paddle's API. If it is a sandbox key (it starts with
pdl_sdbx_), turn on Sandbox. - Optional: add a second or third Paddle account with its own key, Sandbox switch and Account label (the label turns it on), and list the Zendesk brand ids that should open each account.
- Choose Who may take actions:
admin(the default),agentfor everyone, custom role ids, orgroup:<id>for groups, separated by commas. Switch each action type on or off, set the Largest refund or credit without an admin (0 means no limit), decide whether non-admins may cancel immediately (off by default), and optionally list the Discounts agents may apply and your own Refund reasons. - Optional matching: the key of a Zendesk user field that holds the Paddle customer id (
ctm_...). Matching by email always runs. Open a ticket. Canoewell shows the requester's Paddle customer in the sidebar. Every action writes an internal note on the ticket.
Canoewell creates nothing in your Zendesk account at install. It adds internal notes and canoewell_* tags to tickets only when an agent takes an action; they stay if you uninstall. Uninstalling deletes the stored keys; also revoke the API key in Paddle.
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