The information in this page does not constitute legal advice. It only provides an overview of Adyen's compliance guidelines for financial products. For additional, non-legal clarifications about this content, reach out to your Adyen contact.
If your platform offers Capital, there are specific situations that you must notify Adyen of when they occur. There are also certain reports that you must submit to Adyen.
Situations that you must notify immediately
Your platform must notify Adyen immediately, within one to two days, in the following situations:
- Your platform receives a security, regulatory, or legal complaint.
- Customer support circumstances:
- If your platform, acting reasonably, cannot resolve a user's request for support.
- Any unauthorized use, loss, or theft of personal security credentials and/or (potential) fraud or illegal or suspicious activity, either reported by the user to your platform or by your platform's own software, system(s) or otherwise.
- Any indication that a Capital user will not be able to meet the repayment obligations.
- If a Capital user terminates their relationship with your platform while having an active Capital agreement.
- A material incident, potential security breach, or personal data breach.
- Any material non-compliance by a user to any applicable law or scheme rules that your platform has become aware of or should have been reasonably aware of.
For requests that can be made using Adyen's APIs, such as a request to block an account or terminate an account, no notification or reporting is required.
Submitting reports
Within the first 10 days of every quarter, your platform must submit a complaint report to Adyen. This report contains all the user complaints that you received during the quarter, including the following details:
- Date of receipt of the complaint
- Date when the complaint was acknowledged by you as received
- Date when the complaint is resolved
- Status of the complaint
- User's name (Legal entity name)
- User's legal entity reference
- User's country of residence or establishment
- User's address
- Text description of user complaints
- Product to which the complaint relates (Capital)
- Date when a resolution is communicated to the customer and executed
- Description of the resolution steps that were followed to close the complaint. Include whether any rectifying action (for example, reimbursement) was necessary to resolve the complaint.
You can download a template for this report here. After you create the report, submit it to [email protected].