In your Customer Area, you can view and manage the balances held in your merchant account. In your merchant account, you hold the following balances:
- Pending balance: the gross amount of sales and refunds not yet settled by the card scheme or payment method.
- Refund reserve: the amount you configure to cover refunds, chargebacks, and other operational expenses.
- Next payout amount: the current amount to be settled to your bank account at the next payout. This amount changes as sales, refunds, and other adjustments are processed.
- Negative refund allowance: the amount your balance can go below zero to cover refunds. Set by Adyen.
Requirements
Before you begin, take into account the following requirements and preparations.
| Requirement | Description |
|---|---|
| Integration type | You must be onboarded as a franchisee by your franchisor. For more information, see Onboarding. |
| Customer Area roles | To top up your account, you must have the following role: Manage key financial tasks. |
How it works
- Adyen processes your payments and adds the funds to your pending balance.
- After settlement, Adyen allots the funds to your refund reserve and next payout amount.
- When your refund reserve is low, you can top up your account to cover chargebacks and refunds.
Top up your account
The fastest way to add funds to your account is to generate a top-up payment. When Adyen receives your top-up payment, Adyen adds the funds to your refund reserve, next payout amount, or pending balance, based on the reason you select.
Choose between the following reasons:
- Funding my reserve balance: The funds are booked to your refund reserve. If the adjustment causes the funds in the reserve to exceed the reserve threshold, then we automatically increase the threshold. This ensures that the funds are not paid out with the next payout batch.
- Offsetting a negative amount in my payable: The funds are booked to your pending balance, and used to cover any negative balances caused by refunds and chargebacks.
For payments in EUR or USD, funds are added within two business days. For other currencies, this can take up to four business days.
To top up your merchant account:
- Log in to your Customer Area.
- Select the correct merchant account.
- Go to Balances > Balances overview.
- Select Top up.
- Select the Reason for your top-up payment.
- Enter the amount you want to add.
- Select Top up with your bank account or Other top up methods.
- In the new window, complete the payment.
View the activity log
The activity log shows a chronological view of all changes to your balances in your merchant account.
To view the activity log:
- Log in to your Customer Area.
- Select the correct merchant account.
- Go to Balances > Balances overview.
- Select the Activity log tab.