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.