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Customer service and support

Learn about the compliance guidelines you need to follow when offering support to your users.

The information in this page does not constitute legal advice. It only provides an overview of Adyen's compliance guidelines for financial products. For additional, non-legal clarifications about this content, reach out to your Adyen contact.

When you offer Adyen's financial products in your platform, you are responsible for providing first- and second-line support to your users, unless your platform and Adyen specifically agree otherwise. When providing support, your platform must:

  • Enable your users to submit support requests.
  • Provide support or a resolution to requests.
  • Serve as Adyen's point of contact for communication with your users.

The following sections explain:

Customer support responsibilities

Your platform is responsible for providing the following customer support:

  • Guidance about support: clear information about receiving support from your platform regarding financial products.
  • First-line support: a general help desk. This team should:
    • Ask for more information about an issue.
    • Offer simple solutions to an issue.
    • Determine if an issue requires escalation to someone with more expertise.
  • Second-line support: a team with more technical expertise than the team in first-line support. This team should assist with complex issues.
  • Support channels: available by phone or other channels of communication that enable live support, such as a chatbot.
  • Critical support: available 24/7 by phone, email, or other appropriate support channels for any query or notification by your users regarding (possible):
    • Unauthorized use
    • Fraud
    • Loss or theft of personal security credentials
    • Loss or theft of cards

Determining compliance

Adyen uses the following guidelines to determine whether your platform is complying with customer support responsibilities.

Metric Description Target

Availability of user support by phone or by a similar communication channel

Support must be made available to users by phone or any other similar channel of communication allowing for live support (for example, a chatbot). The dedicated contact number or channel to reach Support must at all times be clearly communicated and made available to users.

(Telephone) response available on regular business days between 9:00 AM and 5:00 PM.

For critical support your platform must remain available by phone 24/7 or have appropriate alternative support channels to offer 24/7 support enabling users to, for example but not limited to, block cards or business accounts immediately.

Availability and monitoring of user support by email

Users must be able to seek assistance from your platform by email. The dedicated email address regarding first and second line support questions about the financial products must be clearly communicated and made available to your users.

Email support is monitored 9:00 AM to 5:00 PM on business days.

Emails received outside of office hours will be collected, however no action can be guaranteed until the next business day.

Average Handle Time (AHT) for email or phone support

Average handling time for email or phone support from receipt until adequate closure. The guidelines differ for general questions, and for fraud, loss, or theft.

Fraud, loss, or theft handling usually involves the need to (temporarily) block services such as a card or business account.
General and quality assurance related questions:
90% of requests processed within 15 business days.

Fraud, loss, theft handling:
100% of requests processed immediately.
90% of follow-up actions performed within 5 business days.

See also