This document outlines the procedure for escalation of complaints to Adyen, clarifying the categories of complaints that should be escalated.
Adyen requires that marketplaces provide routine support and complaint management functions when offering Adyen products and services to users.
When to escalate a complaint
There are certain scenarios where the marketplace is required to forward user complaints to Adyen so Adyen can assist the marketplace with preparing the response:
- The marketplace has received and acknowledged the complaint and is unable to substantively resolve the issue without Adyen's input.
- Adyen has a responsibility to handle and resolve the complaint in accordance with the criteria outlined in the table below.
- (UK only) Adyen does not consider that any complaints about the payment services made available to users should be forwarded to Adyen under the DISP 1.7 complaints and forwarding rules.
Escalation procedure
- Provide the information via the Adyen complaints web form as soon as possible, but no later than two business days after the complaint is received.
- Adyen's Support Team forward the complaint to the relevant team based on the criteria in the table.
- If Adyen's Support Team needs further information from the marketplace to prepare a response, the marketplace must provide such required information to Adyen within 2 business days.
- Once Adyen has prepared the final response, this will be sent to the marketplace, and the marketplace must provide this response to the user in line with the complaints handling timelines in the Compliance Guidelines.
Types of complaints to escalate
| Type of Complaint | Example | Who responds to the user? |
|---|---|---|
| Legal | Legal action addressed to Adyen (for example, customer has sent court or other official documentation addressed to Adyen or where Adyen is referenced as a defendant). | The marketplace to forward legal claim to Adyen; Adyen will respond directly to the legal action. The marketplace handles the complaint aspect. |
| Data Privacy | Official court orders against the customer (for example, Seizure order, or another type of court order addressed to Adyen is sent to the marketplace). | The marketplace escalates to Adyen; Adyen will respond to the Court/FIU that has issued the order. |
| Breach of GDPR/UK GDPR (for example, customer states Adyen mishandled their data, shared data, or requests access/deletion of data). | Adyen. | |
| The customer states that they are going to refer Adyen to a regulator or court for breaching the privacy rules. | Adyen responds directly to the ombudsman or regulator. | |
| Legal | Complaint accompanying threat of legal action (Where the customer submits a complaint alongside the court documentation). | The marketplace performs handling and resolution. |
| If the marketplace is unable to substantively respond to the complaint without Adyen's input then this can be escalated. | ||
| Complaint about official court orders (if a customer complaint involves a seizure order, or another type of court order). | The marketplace performs handling and resolution. | |
| If the marketplace is unable to substantively respond to the complaint without Adyen's input then this can be escalated. | ||
| Regulatory | Complaint accompanying regulatory referral (If a customer also submits a complaint to be considered alongside the regulatory referral). | The marketplace performs handling and resolution. |
| If the marketplace is unable to substantively respond to the complaint without Adyen's input, then this can be escalated. | ||
| Regulatory referral (for example, customer indicates they will refer Adyen to a conduct or prudential regulator, or ombudsman service). | Adyen responds directly to the ombudsman or regulator. | |
| Financial Crime | Victim of a financial crime (Relevant to Accounts and Cards for refunding/blocking, or Acquiring for chargebacks). | The marketplace performs handling and resolution. |
| Blocked funds (Customer states they are unable to access funds or account has been blocked). | The marketplace performs handling and resolution. | |
| Technical issues | When there is an issue caused by the API or an Adyen component that requires technical support from the Adyen team. | The marketplace performs handling and resolution. |
For official court orders or court orders related to data privacy against the customer, the marketplace should always forward any seizure notices to Adyen. For financial crime, Adyen must be made aware of the notification of misuse as it has an obligation to block the payment instrument.