5.6 - POS transaction support

If agreed in the Merchant Agreement, Adyen will also provide First Line support for its merchants in the following way:

  • Technical support: general technical troubleshooting related to Adyen’s platform and Payment Terminal software.
  • Transaction support: troubleshooting with regards to particular transactions:
    • Referral: obtaining an authorization code from the issuer to let the payment go through;
    • Payment statuses: refunds and refusal reasons; and
    • MOTO payments: ability to perform payments over the phone in case of network outage.