Payment behavior and notifications

At the time of manual review, the transaction has already been authorized by the issuing bank. From there, the behavior of the case management system then determines if the transaction is to be captured, refunded, or cancelled. 

Notification of Manual Review

Some merchants implement additional logic based on whether or not a transaction is in the manual review. For example, they may delay shipment until the manual review has occurred. The payment request response includes this crucial information in the fraudResultType field. Note that a manual review is indicated with the AMBER status.

<?xml version="1.0" encoding="UTF-8"?>
<soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema- instance">
   <soap:Body>
      <ns1:authoriseResponse xmlns:ns1="http://payment.services.adyen.com">
         <ns1:paymentResult>
            <additionalData xmlns="http://payment.services.adyen.com">
               <entry>
                  <key xsi:type="xsd:string">fraudResultType</key>
                  <value xsi:type="xsd:string">AMBER</value>
               </entry>
               <additionalData />
               <authCode>85883</authCode>
               <dccAmount xsi:nil="true" />
               <dccSignature xsi:nil="true" />
               <fraudResult>
                  <accountScore>0</accountScore>
                  <results>
                     <FraudCheckResult>
                        <accountScore>0</accountScore>
                        <checkId>7</checkId>
                        <name>ShopperIpUsage</name>
                     </FraudCheckResult>
                     <FraudCheckResult>
                        <accountScore>0</accountScore>
                        <checkId>8</checkId>
                        <name>ShopperEmailUsage</name>
                     </FraudCheckResult>
                  </results>
               </fraudResult>
            </additionalData>
            <issuerUrl xmlns="http://payment.services.adyen.com" xsi:nil="true" />
            <md xmlns="http://payment.services.adyen.com" xsi:nil="true" />
            <paRequest xmlns="http://payment.services.adyen.com" xsi:nil="true" />
            <pspReference xmlns="http://payment.services.adyen.com">9914169226820173</pspReference>
            <refusalReason xmlns="http://payment.services.adyen.com" xsi:nil="true" />
            <resultCode xmlns="http://payment.services.adyen.com">Authorised</resultCode>
         </ns1:paymentResult>
      </ns1:authoriseResponse>
   </soap:Body>
</soap:Envelope>

Modifications

Merchants can decide what action takes place to the payment after it has expired or has been accepted/rejected by the manual reviewer. Note that these configurations are implemented by Adyen support based on the merchant's needed behavior.

  • Manual Review has been accepted:

    • CAPTURE: The payment is captured.

    • None: No modification is performed to the payment. 

  • Manual Review has been rejected:

    • CANCEL_OR_REFUND: The payment is cancelled or refunded (whichever is appropriate for the payment method).

    • None: No modification is performed to the payment.

  •  Manual Review has expired:

    • CAPTURE: The payment is captured.

    • CANCEL_OR_REFUND: The payment is cancelled or refunded (whichever is appropriate for the payment method).

    • None: No notification is performed to the payment.

Notifications

Merchants can receive notifications when a payment has been accepted, rejected or expired in the Case Management system. This is important because most merchants wish to have additional logic to process such rejections. For example, they may send a notification to their warehouse to not ship the goods in question. In the case of digital goods, they may choose to have the user's account disabled upon notification of a manual review rejection. 

  • Manual Review has been accepted:
    • ACCEPT_NOTIFICATION. Adyen sends an ACCEPT notification to the merchant when an agent has selected to approve the manual review.
    • None: No notification is sent.
  • Manual Review has been rejected:
    • REJECT_NOTIFICATION. Adyen sends a REJECT notification to the Merchant when an agent has selected to reject a transaction in the manual review.

    • None: No notification is sent.

  • Manual Review has expired:

    • ACCEPT_NOTIFICATION. Adyen sends an ACCEPT notification to the merchant when the review has expired and the account was configured to accept upon expiration. 

    • REJECT_NOTIFICATION. Adyen sends a REJECT notification to the merchant when the review has expired and the account was configured to reject upon expiration. 

    • None: No notification is sent. 

An example SOAP notification indicating the result of the manual Review. Note the 'MANUAL_REVIEW_ACCEPT' eventCode.

<?xml version="1.0" encoding="UTF-8"?>
<soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema- instance">
   <soap:Body>
      <ns1:sendNotification xmlns:ns1="http://notification.services.adyen.com">
         <ns1:notification>
            <live xmlns="http://notification.services.adyen.com">false</live>
            <notificationItems xmlns="http://notification.services.adyen.com">
               <notificationRequestItem>
                  <additionalData xsi:nil="true" />
                  <amount>
                     <currency xmlns="http://common.services.adyen.com">EUR</currency>
                     <value xmlns="http://common.services.adyen.com">1700</value>
                  </amount>
                  <eventCode>MANUAL_REVIEW_ACCEPT</eventCode>
                  <eventDate>2014-10-22T16:33:27.787+02:00</eventDate>
                  <merchantAccountCode>TestMerchant</merchantAccountCode>
                  <merchantReference>TMRef1234</merchantReference>
                  <operations xsi:nil="true" />
                  <originalReference>9914135462408734</originalReference>
                  <paymentMethod>visa</paymentMethod>
                  <pspReference>9914135462569048</pspReference>
                  <reason>accept</reason>
                  <success>true</success>
               </notificationRequestItem>
            </notificationItems>
         </ns1:notification>
      </ns1:sendNotification>
   </soap:Body>
</soap:Envelope>