{"title":"Manage payments","category":"default","creationDate":1683035940,"content":"<p>If you need to refund, cancel, or capture a payment, you can do that either using our <a href=\"\/pt\/online-payments\/modify-payments\">APIs<\/a>, or in your Adyen <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>.<\/p>\n<p>On this page, we explain how you can:<\/p>\n<ul>\n<li><a href=\"#look-up-payments\">Look up detailed information<\/a> about payments processed through your Adyen account.<\/li>\n<li><a href=\"#refund-a-payment\">Refund<\/a>, <a href=\"#cancel-a-payment\">cancel<\/a>, and <a href=\"#capture-a-payment\">capture<\/a> payments in your <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>.<\/li>\n<li>Check why a payment was <a href=\"#refused-payment\">refused<\/a>.<\/li>\n<\/ul>\n<h2>Look up payments<\/h2>\n<p>In the <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>, you can look up information about all payments processed under your company account for different regions and currencies. To see a list of all payments:<\/p>\n<ol>\n<li>Log in to your <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>.<\/li>\n<li>Go to <strong>Transactions<\/strong> &gt; <strong>Payments<\/strong>.<\/li>\n<\/ol>\n<p>For each payment, you can see the following information:<\/p>\n<ul>\n<li><strong>PSP reference<\/strong>: Adyen's unique 16-character reference for this payment.<\/li>\n<li><strong>Merchant reference<\/strong>: Your reference for this payment.<\/li>\n<li><strong>Account<\/strong>: The <a href=\"\/pt\/account\/account-structure\">merchant account<\/a> through which this payment was processed.<br \/>\nTo see only payments processed through a specific merchant account, <a href=\"\/pt\/account\/manage-account-structure#switching-between-accounts\">switch to that merchant account<\/a>.<\/li>\n<li><strong>Date<\/strong>: The date of the payment.<\/li>\n<li><strong>Amount<\/strong>: The amount of the payment.<\/li>\n<li><strong>Payment method<\/strong>: The payment method used to process this payment.<\/li>\n<li><strong>Status<\/strong>: The current <a href=\"\/pt\/account\/payments-lifecycle\">status<\/a> of the payment.<\/li>\n<li><strong>Risk score<\/strong>: The risk score of the payment. This is useful to check if a payment is flagged as fraudulent and <a href=\"#refused-payment\">refused<\/a>. To learn more about risk scores, see <a href=\"\/pt\/risk-management\">Risk management<\/a>.<\/li>\n<\/ul>\n<div class=\"notices green\">\n<p>You can use the <strong>Filter<\/strong> bar at the top of the page to filter payments by <strong>Date<\/strong>, <strong>Status<\/strong>, <strong>Amount<\/strong>, <strong>Currency<\/strong>, and other properties. You can also use the search box to look for a specific PSP reference, Merchant reference, or payment amount.<\/p>\n<\/div>\n<h3>Payment details<\/h3>\n<p>For more information about a payment, select the <strong>PSP reference<\/strong> of that payment in the payments list. This opens the <strong>Payment details<\/strong> page, where you can view details such as:<\/p>\n<ul>\n<li><strong>Payment lifecycle<\/strong>: The history of different <a href=\"\/pt\/account\/payments-lifecycle\">statuses<\/a> that the payment has gone through.<\/li>\n<li><strong>Payment events<\/strong>: You can find the Acquirer Reference Number (ARN) here, which can be used to <a href=\"https:\/\/help.adyen.com\/knowledge\/payments\/payment-statuses\/how-can-i-check-if-a-refund-has-been-received-by-the-shopper\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">track a refund<\/a>.<\/li>\n<li><strong>Processing<\/strong>: Includes the <a href=\"https:\/\/help.adyen.com\/knowledge\/risk\/fraud-score\/how-does-the-fraud-score-work\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">fraud score<\/a> assigned to the payment, whether <a href=\"\/pt\/online-payments\/3d-secure\">3D Secure<\/a> was applied, and whether a <a href=\"\/pt\/online-payments\/3d-secure-for-regulation-compliance#3dsecurechargebackliabilityshiftrules\">liability shift<\/a> occurred.<\/li>\n<li><strong>Transaction cost<\/strong>: Fees associated with the payment.<\/li>\n<\/ul>\n<div class=\"notices green\">\n<p>The <strong>Payment details<\/strong> page also shows shopper details such as name, email, phone number, IP address, and billing or delivery address. By default, these fields are masked. To view unmasked shopper details, your user must have the <strong>Merchant view PII<\/strong> <a href=\"\/pt\/account\/user-roles\">user role<\/a>.<\/p>\n<\/div>\n<h2 id=\"refund-a-payment\">Refund a payment<\/h2>\n<p>If you want to return the funds to your shopper (for example, if they returned an item), you need to refund the payment.<\/p>\n<p>To be able to refund payments, you must have the <strong>Merchant manage payments<\/strong> <a href=\"\/pt\/account\/user-roles\" target=\"_blank\">user role<\/a>.<\/p>\n<p>To refund a payment:<\/p>\n<ol>\n<li>Log in to your <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>.<\/li>\n<li>Go to <strong>Transactions<\/strong> &gt; <strong>Payments<\/strong>, and select the <strong>PSP reference<\/strong> of the payment that you want to refund.<br \/>\nThis opens the <strong>Payment details<\/strong> page.<\/li>\n<li>Select <strong>Refund payment<\/strong> in the upper right corner of the page.\n<div class=\"notices green\">\n<p><strong>Refund payment<\/strong> is only available if the payment has been captured (if the status is <strong>SentForSettle<\/strong> or <strong>Settled<\/strong>).<\/p>\n<\/div><\/li>\n<li>Confirm the details of the refund:\n<ul>\n<li><strong>Amount<\/strong>: The amount you want to refund. This must be either the same or, in case of a partial refund, less than the captured amount.<\/li>\n<li><strong>Reference<\/strong>: Your reference for the refund request.<\/li>\n<\/ul><\/li>\n<li>Select the <strong>Refund this payment<\/strong> checkbox, then select the <strong>Refund payment<\/strong> button in the lower right corner of the page.<\/li>\n<\/ol>\n<h2 id=\"cancel-a-payment\">Cancel a payment<\/h2>\n<div class=\"additional-info-block output-inline\">\n<h5 class=\"article__heading additional-info-block__title\">Separate capture<\/h5><div class=\"additional-info-block__body\"><p>To learn if a payment method supports separate captures, see the <a href=\"\/pt\/payment-methods\">payment methods overview<\/a>.<\/p><\/div><\/div>\n\n<p>For payment methods that support separate <a href=\"\/pt\/online-payments\/capture\">capture<\/a>, you must cancel the payment before it has been captured (for example, when an item is out of stock). Canceling the payment releases the funds back to the shopper.<\/p>\n<p>To cancel payments, you must have the <strong>Merchant manage payments<\/strong> <a href=\"\/pt\/account\/user-roles\">user role<\/a>.<\/p>\n<p>To cancel a payment:<\/p>\n<ol>\n<li>Log in to your <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>.<\/li>\n<li>Go to <strong>Transactions<\/strong> &gt; <strong>Payments<\/strong>, and select the <strong>PSP reference<\/strong> of the payment that you want to cancel.<br \/>\nThis opens the <strong>Payment details<\/strong> page.<\/li>\n<li>Select <strong>See all payment actions<\/strong> in the upper right corner of the page, then <strong>Cancel payment<\/strong>.\n<div class=\"notices green\">\n<p><strong>Cancel payment<\/strong> is only available if the payment has not yet been captured (if the status is <strong>Authorised<\/strong>).<\/p>\n<\/div><\/li>\n<li>Enter the confirmation code and select <strong>Cancel payment<\/strong> in the lower right corner of the page.<\/li>\n<\/ol>\n<h2 id=\"capture-a-payment\">Capture a payment<\/h2>\n<p>For payment methods that support separate <a href=\"\/pt\/online-payments\/capture\">captures<\/a>, you must capture the payment manually, (for example, when the goods have been shipped). Capturing the payment triggers the funds to be transferred from the customer to your account.<\/p>\n<p>To capture payments, you must have the <strong>Merchant manage payments<\/strong> <a href=\"\/pt\/account\/user-roles\">user role<\/a>.<\/p>\n<p>To capture a payment:<\/p>\n<ol>\n<li>Log in to your <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>.<\/li>\n<li>Go to <strong>Transactions<\/strong> &gt; <strong>Payments<\/strong>, and select the <strong>PSP reference<\/strong> of the payment that you want to capture.<br \/>\nThis opens the <strong>Payment details<\/strong> page.<\/li>\n<li>Select <strong>See all payment actions<\/strong> in the upper right corner of the page, then <strong>Capture payment<\/strong>.\n<div class=\"notices green\">\n<p><strong>Capture payment<\/strong> is only available if the payment has not yet been captured (if the status is <strong>Authorised<\/strong>).<\/p>\n<\/div><\/li>\n<li>Confirm the payment details:\n<ul>\n<li><strong>Amount<\/strong>: The amount you want to capture.<\/li>\n<li><strong>Reference<\/strong>: Your reference for the capture request.<\/li>\n<\/ul><\/li>\n<li>Select <strong>Capture this payment<\/strong> checkbox, the <strong>Submit capture request<\/strong>.<\/li>\n<\/ol>\n<h2 id=\"refused-payment\">Check why a payment was refused<\/h2>\n<p>To find out more about why a payment was refused:<\/p>\n<ol>\n<li>Log in to your <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>.<\/li>\n<li>Go to <strong>Transactions<\/strong> &gt; <strong>Payments<\/strong>, and select the <strong>PSP reference<\/strong> of the refused payment. This opens the <strong>Payment details<\/strong> page.<\/li>\n<li>Check the reason for the refusal in the <strong>Processing<\/strong> &gt; <strong>Acquirer response<\/strong> field. For a list of reasons for payment refusals, see <a href=\"\/pt\/development-resources\/refusal-reasons\">Refusal reasons<\/a>.<br \/>\nIf the value in the <strong>Acquirer response<\/strong> field is <strong>FRAUD<\/strong>, you can find out more information within the Customer Area. Select the Fraud scoring number in the <strong>Processing<\/strong> section. You can then see the risk results page for the payment. Payments with a fraud score of 100 or more are automatically refused.<\/li>\n<\/ol>\n<div class=\"notices yellow\">\n<p>If the <strong>Acquirer response<\/strong> field only shows <strong>Refused<\/strong>, ask your shopper to check with their bank to know why the payment was refused.<\/p>\n<\/div>\n<h2 id=\"reauthorize-a-payment\">Re-authorize a payment<\/h2>\n<p>There can be cases when you need to re-authorize a payment. For example, if the payment was not captured in time and the authorization expired. If the wrong amount was refunded to a customer, you can also use re-authorize the payment to recover all or part of the funds.<\/p>\n<h3 id=\"risks-of-reauthorizing\">Risks of re-authorizing<\/h3>\n<ul>\n<li>We do not guarantee that  you  will receive the funds, because the re-authorized payment can still be refused by the issuer. Adyen has no control over this.<\/li>\n<li>It is possible that the customer initiates a chargeback when they see a new charge on their account. We recommend that you  reach out to the customer before you re-authorize the payment.<\/li>\n<li>In the event of a chargeback,  you  will be liable for the chargeback amount. This is because you initiated the payment, not the customer.<\/li>\n<\/ul>\n<h3 id=\"why-adyen-not-reauthorize\">Why Adyen does not reauthorize on behalf of merchant<\/h3>\n<p>Adyen does not proactively reauthorize transactions. This is because:<\/p>\n<ul>\n<li>You can reauthorize a payment in different ways (for example, using a different card or paying with cash), and Adyen might not have full visibility on the latest status of the payment.<\/li>\n<li>Adyen has no control over the success of reauthorization and has limited visibility on the latest status of the payment. We provide the reauthorization functionality so you can decide to re-authorize the payment yourself.<\/li>\n<\/ul>\n<h3 id=\"how-to-reauthorize\">How to re-authorize a payment<\/h3>\n<p>You can re-authorize a payment if the most recent <a href=\"\/pt\/account\/payments-lifecycle\">journal type<\/a> is one of the following:<\/p>\n<ul>\n<li>Cancelled<\/li>\n<li>Expired<\/li>\n<li>Refunded<\/li>\n<li>RefundedBulk<\/li>\n<li>RefundedExternally<\/li>\n<\/ul>\n<p>You can only re-authorize payments made using these payment methods:<\/p>\n<ul>\n<li>Card: Mastercard, Visa, American Express, UnionPay, JCB, Diners, Discover, Carte Bancaire, Bancontact<\/li>\n<li>SEPA Direct Debit<\/li>\n<\/ul>\n<p>To re-authorize payments, you must have the <strong>Merchant re-authorise payments<\/strong> <a href=\"\/pt\/account\/user-roles\">user role<\/a>.<\/p>\n<p>To re-authorize a payment:<\/p>\n<ol>\n<li>Log in to your <a href=\"https:\/\/ca-test.adyen.com\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" class=\"external-link no-image\">Customer Area<\/a>.<\/li>\n<li>Go to <strong>Transactions<\/strong> &gt; <strong>Payments<\/strong>, and select the <strong>PSP reference<\/strong> of the payment you want to re-authorize.<br \/>\nThis opens the <strong>Payment details<\/strong> page.<\/li>\n<li>Select <strong>See all payment actions<\/strong>, then <strong>Re-authorize payment<\/strong>. If the Re-authorize payment option is not available, check that you have the required user role and that the payment is eligible to be re-authorized.<\/li>\n<li>You can optionally fill in the fields below:\n<ul>\n<li><strong>Amount<\/strong>\u2014if the amount is different from the original transaction amount.<\/li>\n<li><strong>Reference<\/strong>: If you leave this blank the original reference for the transaction will be used.<\/li>\n<li><strong>Capture delay (hours)<\/strong>: The number of hours after which the payment will be captured. Set this to <strong>0<\/strong> to capture the payment immediately. If you leave this field blank, the <a href=\"\/pt\/online-payments\/capture\">capture settings<\/a> on your account determine when the payment is captured.<\/li>\n<\/ul><\/li>\n<li>Select <strong>Submit re-authorization<\/strong>.<\/li>\n<\/ol>\n<h2>See also<\/h2>\n<div class=\"see-also-links output-inline\" id=\"see-also\">\n<ul><li><a href=\"\/account\/payments-lifecycle\"\n                        target=\"_self\"\n                        >\n                    Payments lifecycle\n                <\/a><\/li><li><a href=\"\/payment-methods\"\n                        target=\"_self\"\n                        >\n                    Payment methods\n                <\/a><\/li><li><a href=\"https:\/\/help.adyen.com\/knowledge\/payments\/refunds\/\"\n                        target=\"_blank\"\n                         class=\"external\">\n                    FAQs: Refunds\n                <\/a><\/li><li><a href=\"https:\/\/help.adyen.com\/academy\"\n                        target=\"_blank\"\n                         class=\"external\">\n                    Adyen Academy\n                <\/a><\/li><\/ul><\/div>\n\n","url":"https:\/\/docs.adyen.com\/pt\/account\/manage-payments","articleFields":{"description":"Learn how to look up and manage payments in your Customer Area.","feedback_component":true,"id":"34112312","type":"page","_expandable":{"operations":""},"status":"current","parameters":{"integrationType":"direct"},"filters_component":false,"last_edit_on":"02-05-2023 15:59"},"algolia":{"url":"https:\/\/docs.adyen.com\/pt\/account\/manage-payments","title":"Manage payments","content":"If you need to refund, cancel, or capture a payment, you can do that either using our APIs, or in your Adyen Customer Area.\nOn this page, we explain how you can:\n\nLook up detailed information about payments processed through your Adyen account.\nRefund, cancel, and capture payments in your Customer Area.\nCheck why a payment was refused.\n\nLook up payments\nIn the Customer Area, you can look up information about all payments processed under your company account for different regions and currencies. To see a list of all payments:\n\nLog in to your Customer Area.\nGo to Transactions &gt; Payments.\n\nFor each payment, you can see the following information:\n\nPSP reference: Adyen's unique 16-character reference for this payment.\nMerchant reference: Your reference for this payment.\nAccount: The merchant account through which this payment was processed.\nTo see only payments processed through a specific merchant account, switch to that merchant account.\nDate: The date of the payment.\nAmount: The amount of the payment.\nPayment method: The payment method used to process this payment.\nStatus: The current status of the payment.\nRisk score: The risk score of the payment. This is useful to check if a payment is flagged as fraudulent and refused. To learn more about risk scores, see Risk management.\n\n\nYou can use the Filter bar at the top of the page to filter payments by Date, Status, Amount, Currency, and other properties. You can also use the search box to look for a specific PSP reference, Merchant reference, or payment amount.\n\nPayment details\nFor more information about a payment, select the PSP reference of that payment in the payments list. This opens the Payment details page, where you can view details such as:\n\nPayment lifecycle: The history of different statuses that the payment has gone through.\nPayment events: You can find the Acquirer Reference Number (ARN) here, which can be used to track a refund.\nProcessing: Includes the fraud score assigned to the payment, whether 3D Secure was applied, and whether a liability shift occurred.\nTransaction cost: Fees associated with the payment.\n\n\nThe Payment details page also shows shopper details such as name, email, phone number, IP address, and billing or delivery address. By default, these fields are masked. To view unmasked shopper details, your user must have the Merchant view PII user role.\n\nRefund a payment\nIf you want to return the funds to your shopper (for example, if they returned an item), you need to refund the payment.\nTo be able to refund payments, you must have the Merchant manage payments user role.\nTo refund a payment:\n\nLog in to your Customer Area.\nGo to Transactions &gt; Payments, and select the PSP reference of the payment that you want to refund.\nThis opens the Payment details page.\nSelect Refund payment in the upper right corner of the page.\n\nRefund payment is only available if the payment has been captured (if the status is SentForSettle or Settled).\n\nConfirm the details of the refund:\n\nAmount: The amount you want to refund. This must be either the same or, in case of a partial refund, less than the captured amount.\nReference: Your reference for the refund request.\n\nSelect the Refund this payment checkbox, then select the Refund payment button in the lower right corner of the page.\n\nCancel a payment\n\nSeparate captureTo learn if a payment method supports separate captures, see the payment methods overview.\n\nFor payment methods that support separate capture, you must cancel the payment before it has been captured (for example, when an item is out of stock). Canceling the payment releases the funds back to the shopper.\nTo cancel payments, you must have the Merchant manage payments user role.\nTo cancel a payment:\n\nLog in to your Customer Area.\nGo to Transactions &gt; Payments, and select the PSP reference of the payment that you want to cancel.\nThis opens the Payment details page.\nSelect See all payment actions in the upper right corner of the page, then Cancel payment.\n\nCancel payment is only available if the payment has not yet been captured (if the status is Authorised).\n\nEnter the confirmation code and select Cancel payment in the lower right corner of the page.\n\nCapture a payment\nFor payment methods that support separate captures, you must capture the payment manually, (for example, when the goods have been shipped). Capturing the payment triggers the funds to be transferred from the customer to your account.\nTo capture payments, you must have the Merchant manage payments user role.\nTo capture a payment:\n\nLog in to your Customer Area.\nGo to Transactions &gt; Payments, and select the PSP reference of the payment that you want to capture.\nThis opens the Payment details page.\nSelect See all payment actions in the upper right corner of the page, then Capture payment.\n\nCapture payment is only available if the payment has not yet been captured (if the status is Authorised).\n\nConfirm the payment details:\n\nAmount: The amount you want to capture.\nReference: Your reference for the capture request.\n\nSelect Capture this payment checkbox, the Submit capture request.\n\nCheck why a payment was refused\nTo find out more about why a payment was refused:\n\nLog in to your Customer Area.\nGo to Transactions &gt; Payments, and select the PSP reference of the refused payment. This opens the Payment details page.\nCheck the reason for the refusal in the Processing &gt; Acquirer response field. For a list of reasons for payment refusals, see Refusal reasons.\nIf the value in the Acquirer response field is FRAUD, you can find out more information within the Customer Area. Select the Fraud scoring number in the Processing section. You can then see the risk results page for the payment. Payments with a fraud score of 100 or more are automatically refused.\n\n\nIf the Acquirer response field only shows Refused, ask your shopper to check with their bank to know why the payment was refused.\n\nRe-authorize a payment\nThere can be cases when you need to re-authorize a payment. For example, if the payment was not captured in time and the authorization expired. If the wrong amount was refunded to a customer, you can also use re-authorize the payment to recover all or part of the funds.\nRisks of re-authorizing\n\nWe do not guarantee that  you  will receive the funds, because the re-authorized payment can still be refused by the issuer. Adyen has no control over this.\nIt is possible that the customer initiates a chargeback when they see a new charge on their account. We recommend that you  reach out to the customer before you re-authorize the payment.\nIn the event of a chargeback,  you  will be liable for the chargeback amount. This is because you initiated the payment, not the customer.\n\nWhy Adyen does not reauthorize on behalf of merchant\nAdyen does not proactively reauthorize transactions. This is because:\n\nYou can reauthorize a payment in different ways (for example, using a different card or paying with cash), and Adyen might not have full visibility on the latest status of the payment.\nAdyen has no control over the success of reauthorization and has limited visibility on the latest status of the payment. We provide the reauthorization functionality so you can decide to re-authorize the payment yourself.\n\nHow to re-authorize a payment\nYou can re-authorize a payment if the most recent journal type is one of the following:\n\nCancelled\nExpired\nRefunded\nRefundedBulk\nRefundedExternally\n\nYou can only re-authorize payments made using these payment methods:\n\nCard: Mastercard, Visa, American Express, UnionPay, JCB, Diners, Discover, Carte Bancaire, Bancontact\nSEPA Direct Debit\n\nTo re-authorize payments, you must have the Merchant re-authorise payments user role.\nTo re-authorize a payment:\n\nLog in to your Customer Area.\nGo to Transactions &gt; Payments, and select the PSP reference of the payment you want to re-authorize.\nThis opens the Payment details page.\nSelect See all payment actions, then Re-authorize payment. If the Re-authorize payment option is not available, check that you have the required user role and that the payment is eligible to be re-authorized.\nYou can optionally fill in the fields below:\n\nAmount\u2014if the amount is different from the original transaction amount.\nReference: If you leave this blank the original reference for the transaction will be used.\nCapture delay (hours): The number of hours after which the payment will be captured. Set this to 0 to capture the payment immediately. If you leave this field blank, the capture settings on your account determine when the payment is captured.\n\nSelect Submit re-authorization.\n\nSee also\n\n\n                    Payments lifecycle\n                \n                    Payment methods\n                \n                    FAQs: Refunds\n                \n                    Adyen Academy\n                \n\n","type":"page","locale":"pt","boost":18,"hierarchy":{"lvl0":"Home","lvl1":"Account","lvl2":"Manage payments"},"hierarchy_url":{"lvl0":"https:\/\/docs.adyen.com\/pt","lvl1":"https:\/\/docs.adyen.com\/pt\/account","lvl2":"\/pt\/account\/manage-payments"},"levels":3,"category":"Account","category_color":"green","tags":["Manage","payments"]}}