When you make a payment request, the payment starts to go through the payments lifecycle and gets different payment statuses. A payment status gives information about what is happening with the funds for the payment. If the payment has a status that requires action, you must troubleshoot it to make sure that it gets a status with a final outcome.
You can view payments, track their statuses, and take action on each payment through your Customer Area.
Requirements
Before you begin, you must meet the following requirements.
| Requirement | Description |
|---|---|
| Integration type | Any payments integration with Adyen. |
| Customer Area roles | Make sure that you have the following role:
|
How it works
A payment gets a status as soon as you make a payment request (for example, when a shopper submits a payment for their online order). You can view and track the payment status in your Customer Area.
- As soon as the payment gets a status, we add it as an entry to your list of payments. It is identified by its PSP reference and your merchant reference for it.
- When the payment gets a new status, we update the entry for it.
- You can modify the payment while it is going through the different statuses of the payment lifecycle.
View the status of a payment
To view the status of a payment in your Customer Area, do the following:
- For payments, go to Transactions > Payments. For offers, go to Transactions > Offers.
- From the list of payments, find the one you want to view.
- In the Status column, you can see the status for the payment.
- To view more information about the payment, select the PSP reference of the payment from the list.
- Under Payment lifecycle, in the Journal type column, you can see each status the payment has had.
Moving through the payments lifecycle
As a payment moves through the lifecycle, it gets different payment statuses.
Typical payment flows
In typical cases, payments go through the following flows.
The following payment statuses are categorized by different parts of the payments lifecycle.
Offer statuses
An offer is the initial part of the payments lifecycle after you send the payment request, before the shopper completes the payment, and the card issuer or payment method approves the transaction.
For example: when you send a payment request for a payment method where you redirect the shopper to another website, the offer is created and gets an offer status. When the shopper completes the payment on the other website, the offer becomes a payment and gets a payment status.
The following statuses are possible during the offer.
Received
The financial institution received the request to make the payment. The shopper must still complete their authorization.
What happens next:
- When the shopper completes the authorization, the payment gets the Authorised status.
Open
The offer is pending authorization.
This applies to a payment where the authorization was asynchronous. For example, the shopper was redirected to the issuer, the payment went through 3D Secure 2 authentication, or the payment method required a redirect.
What happens next:
- When the shopper completes the authorization, the payment gets the Authorised status.
OfferCancelled
The payment was not successfully authorized by the shopper within the payment method's time limit, so the offer was cancelled.
The applies to a payment where the authorization was asynchronous. For example, the shopper was redirected to the issuer, the payment went through 3D Secure 2 authentication, or the payment method required a redirect.
We recommend that you:
- If the funds left the shopper’s account, ask the shopper to contact their issuing bank.
What happens next:
- This is a final status that cannot change.
OfferExpired
The payment was not successfully authorized by the shopper, so the offer was cancelled.
The applies to a payment where the authorization was asynchronous. For example, the shopper was redirected to the issuer, the payment went through 3D Secure 2 authentication, or the payment method required a redirect.
We recommend that you:
- If the funds left the shopper’s account, ask the shopper to contact their issuing bank.
What happens next:
- This is a final status that cannot change.
Authorization statuses
After the shopper submits a payment request, authorization is the status given to a payment after successfully passing the process of verifying the payment details and performing risk checks. The funds for the payment are reserved.
For card payments, we send a request to the corresponding card network to authorize the payment from a card issuer to an acquirer. For non-card payments, we send a request to the corresponding payment method or financial institution to authorize the payment to an acquirer.
Authorization is valid for a period of time, when the funds can be captured or canceled. If the funds are not captured during the validity period, it expires.
The following statuses are possible during authorization.
Authorised
The shopper authorized the payment, and it was approved by the financial institution.
We recommend that you:
- Wait for the payment to be captured before delivering goods or services. If you enabled delayed automatic capture, you can manually capture the funds.
What happens next:
- The payment gets captured automatically by default.
AuthorisedPending
The shopper's bank approved the payment, but the card and the payment terminal must confirm that the payment can be made.
What happens next:
- If the payment is authorized, it gets the Authorised status. If you cancel the payment, it gets the Cancelled status.
Cancelled
The payment was cancelled, which prevents funds from being transferred for the payment.
We recommend that you
- If the funds for the payment are reserved in the shopper's account, ask the shopper to contact their bank to release the funds.
- Share the PSP reference, time stamps, and amount with the shopper, so that they can ask their bank to help locate the funds.
What happens next:
- This is a final status that cannot change.
Refused
The payment request was received but not approved. The request was rejected by the scheme or financial institution, or by us, if the risk level determined by our machine learning algorithm was rejected.
We recommend that you:
- Check the refusal reason to understand why the payment was refused.
- Review that your risk settings are configured how you want.
- Ask the shopper to contact their issuing bank.
What happens next:
- This is a final status that cannot change.
Error
An error occurred while communicating with the financial institution, so the funds for the payment were not processed.
We recommend that you:
- Ask the shopper to make the payment again.
- Verify with your technical team if the payment request was correct.
What happens next:
- This is a final status that cannot change.
Retried
An error occurred while communicating with the financial institution, so the funds for the payment were not processed.
We have retried to authorize the payment.
We recommend that you:
- Wait for a new authorization.
- If the retry fails, ask the shopper to make the payment again.
What happens next:
- If the authorization gets successfully retried, the payment gets the Authorised status.
Expired
The payment has expired, and it is no longer possible to capture it.
A payment expires if it gets the Authorised status and does not get captured or cancelled after a period of time. This validity period depends on the payment method. For card payments, the validity period is usually 28 days. Some card schemes have specific validity periods.
We recommend that you:
- Ask the shopper to make a new payment. For example, you can send a payment link.
What happens next:
- This is a final status that cannot change.
HandledExternally
This status is for cash payments that have been handled outside our platform. The payment has been registered for bookkeeping purposes only. In the Customer Area, this payment is shown as a transaction without a settlement.
What happens next:
- This is a final status that cannot change.
ReceivedIncrementalAuth
The original authorized amount was adjusted.
What happens next:
- When the adjusted amount is processed, the payment gets the Authorised status and can be captured.
Capture and settlement statuses
A capture is when reserved funds for an authorized payment are transferred to us. By default, we capture payments automatically after authorization.
Some payment methods support separate authorization and capture. For these payment methods, you can configure capturing payments manually, capture delays, or partial captures.
When a capture is processed, the net translation amount of the settlement will be paid out according to your Sales day payout schedule.
The following statuses are possible during capture and settlement.
SentForSettle
The request to transfer funds has been sent to the financial institution, so this payment cannot be cancelled. We are waiting to receive the funds.
We recommend that you:
- Wait up to 10 days after the capture was initiated. If the payment does not get the Settled status, contact our Support Team.
What happens next:
- When the payment is processed, it gets the Settled status.
Settled
The funds from the payment have been received by us. This does not mean that the funds have been paid out to you. It depends on your payout model.
We recommend that you:
- Find the settlement batch number for each payment event to know when the settlement will be paid out.
What happens next:
- This is a final status for successful payments.
SettledBulk
This status applies only to payments that we do acquiring for.
The funds from the payment have been received by us. This does not mean that the funds have been paid out to you. It depends on your payout model.
This status means the same thing as the Settled status.
We recommend that you:
- Find the settlement batch number for each payment event to know when the settlement will be paid out.
What happens next:
- This is a final status for successful payments.
SettleScheduled
This status applies only to Sales day payout transactions.
The payment has been successfully captured. The financial institution has captured the funds from the shopper, and the payment has been confirmed. The net transaction amount of the settlement will be paid out according to your Sales day payout schedule.
This status means the same thing as the SettledAcquirer status. This status applies to Sales day payout transactions only and appears in reports as Settled.
We recommend that you:
- Find the settlement batch number for each payment event to know when the settlement will be paid.out.
What happens next:
- This is a final status for successful payments.
SettledExternally
The payment has been settled with an external acquirer. We have received confirmation from the acquirer that the funds have been transferred to you.
What happens next:
- This is a final status for successful payments.
SettledExternallyWithInfo
The payment has been settled with an external acquirer. We have received confirmation from the acquirer that the funds have been transferred to you.
What happens next:
- This is a final status for successful payments.
SettledInstallment
This status applies only to installment payments.
One installment of this payment has been settled.
We recommend that you:
- Find the settlement batch number for each payment event to know when the settlement will be paid out.
What happens next:
- When all installments have settled this payment gets the SettledInInstallments status.
SettledInInstallments
This status applies only to installment payments.
The full payment amount has been settled in installments.
We recommend that you:
- Find the settlement batch number for each payment event to know when the settlement will be paid out.
What happens next:
- This is a final status for successful payments. Each installment has the SettledInstallment status.
SettledInstallmentBulk
This status applies only to installment payments.
The payment has completed been settled in installments.
We recommend that you:
- Find the settlement batch number for each payment event to know when the settlement will be paid out.
What happens next:
- You will get the settlement in installments. Each installment has the SettledInstallment status.
SettledReversed
The payment has not been settled, because we have not received the funds 30 days after capture.
We recommend that you:
- Wait up to 30 days. If the payment does not get captured again, contact our Support Team.
What happens next:
- If we receive the funds more than 30 days after capture, the payment gets the Settled status.
CaptureFailed
The attempt to capture the payment failed, and the shopper did not transfer funds to you.
We recommend that you:
- Check the CaptureFailureReason in the Transaction Events to understand why it failed.
- Wait 10 days. If the payment does not get captured again, contact our Support Team.
What happens next:
- We are attempting to resolve the issue and capture the payment again.
CapturedWithOtherAcquirer
The payment was captured by a different acquirer than the authorization. The transaction was processed in a new payment with the same merchant reference.
What happens next:
- This is a final status that cannot change.
Refund statuses
A refund is when a shopper cancels the purchase of a product or service, after they have paid. When you make the refund, the funds are sent back from the acquirer to the issuer.
The following statuses are possible for refunds.
SentForRefund
The request to refund the payment has been sent to the financial institution. We are waiting to receive confirmation from the financial institution.
We recommend that you:
- Wait up to 10 days after the refund was initiated. If the payment does not get the Refunded status, contact our Support Team.
What happens next:
- When the payment is processed, it gets the Refunded status.
Refunded
The funds were deducted from your account, and the financial institution intends to refund the funds to the shopper's account. It can take up to 40 days for the shopper's account to receive the funds, depending on the financial institution.
We recommend that you:
- If the shopper does not receive the funds after 40 days, you can share the refund letter or Acquirer Reference Number (ARN) with the shopper. They can share this with their financial institution, which can help the shopper attempt to locate the funds.
What happens next:
- This is a final status that cannot change.
RefundedBulk
This status applies only to payments that we do acquiring for. The funds were deducted from your account, and the financial institution intends to refund the funds to the shopper's account. It can take up to 40 days for the shoppers account to receive the funds, depending on the financial institution.
We recommend that you:
- If the shopper does not receive the funds after 40 days, you can share the refund letter or Acquirer Reference Number (ARN) with the shopper. They can share this with their financial institution, which can help them attempt to locate the funds.
What happens next:
- This is a final status that cannot change.
RefundScheduled
The payment has been successfully refunded to the shopper. The financial institution took the funds from your account and refunded the customer and the refund is confirmed. The net transaction amount of the refund will be debited on your behalf with a scheduled delay according to your Sales day payout schedule.
This status means the same thing as the RefundAcquirer status. This status applies only to Sales day payout transactions and appears in reports as Refunded.
We recommend that you:
- If the shopper does not receive the funds after 40 days, you can share the refund letter or Acquirer Reference Number (ARN) with the shopper. They can share this with their financial institution, which can help the shopper attempt to locate the funds.
What happens next:
- This is a final status that cannot change.
RefundedExternally
The payment was refunded through an external acquirer, and we received confirmation from the acquirer.
We recommend that you:
- If the shopper did not receive the funds, you should reach out to your acquiring partner for this payment.
What happens next:
- This is a final status that cannot change.
RefundedExternallyWithInfo
The payment was refunded through an external acquirer, and we received confirmation from the acquirer.
We recommend that you:
- If the shopper did not receive the funds, you should reach out to your acquiring partner for this payment.
What happens next:
- This is a final status that cannot change.
RefundedInstallment
This status applies only to installment payments. A single installment payment was refunded. Each installment has the status Refundedinstallment.
We recommend that you:
- If the shopper does not receive the funds after 40 days you can share the refund letter or Acquirer Reference Number (ARN) with the shopper. They can share this with their financial institution, which can help the shopper attempt to locate the funds.
What happens next:
- When all installments are refunded, the payments gets the Refundedininstallments status.
RefundedInInstallments
This status applies only to installment payments. The payment has been fully refunded in installments.
We recommend that you:
- Wait up to 40 days after the refund was initiated. If the shopper does not receive the funds, share the refund letter or Acquirer Reference Number (ARN) with the shopper. They can ask their financial institution to attempt to locate the funds.
What happens next:
- This is a final status that cannot change.
RefundedInstallmentBulk
This status applies only to installment payments. The payment has been fully refunded in installments.
We recommend that you:
- Wait up to 40 days after the refund was initiated. If the shopper does not receive the funds, share the refund letter or Acquirer Reference Number (ARN) with the shopper. They can ask their financial institution to attempt to locate the funds.
What happens next:
- This is a final status that cannot change.
RefundedReversed
The refund was attempted, but the shopper did not receive the funds. We returned the funds to your account.
A common reason is that the shopper's bank account is no longer valid.
We recommend that you:
- Ask the shopper to contact their issuer or bank.
- Use another method, outside our platform, to transfer the funds to the shopper.
What happens next:
- This is a final status that cannot change.
RefundFailed
The refund failed, and the shopper did not receive the funds. The funds are still in your account.
We recommend that you:
- Check the RefundFailureReason in Transaction Events to understand why it failed.
- Wait up to 10 days after the refund was initiated. If the payment has not been recaptured, contact our Support Team.
What happens next:
- We are attempting to resolve the issue and refund the payment again. If the payment is successfully refunded, the payment gets the SentForRefund status.
RefundNotCleared
The shopper received the funds. However, the refund was not settled, because the acquirer did not process the refund 30 days after it was initiated.
What happens next:
- If the refund is processed after 30 days, you will see an additional Refunded record.
RefundAuthorised
This status applies only to unreferenced refunds. The refund has been recorded, but the refund request was not sent to the financial institution yet. You can still cancel the refund.
What happens next:
- If you do not cancel the refund, the payment gets the Refunded status.
RefundPending
This status applies only to unreferenced refunds for in-person payments. The refund has been recorded, but the refund request was not sent to the financial institution yet. You can still cancel the refund.
What happens next:
- If you do not cancel the refund, the payment gets the Refunded status.
RefundScheduledUnconfirmed
This status applies to Sales day payout transactions only.
The institution will take the funds from your account to refund the customer. This is an intermediary step before the refund gets fully captured, and no funds have moved yet.
What happens next:
- After the refund is processed, the payment gets the RefundScheduled status.
UnconfirmedRefundFailed
This status applies to Sales day payout transactions only. This status can only apply after a RefundScheduledUnconfirmed, in case the payment method did not confirm the refund or because of a technical error.
We recommend that you:
- Initiate the refund again.
What happens next:
- We attempt to process the refund. If the refund is successful, the payment gets the RefundScheduled status.
AcquirerRefundFailed
This status applies to Sales day payout transactions only and appears in reports as RefundFailed. The acquirer has notified us that the funds for this transaction will not be paid out to us because the capture has failed.
What happens next:
- The funds already paid out by us are reverted and credited to your account.
Disputes and chargeback statuses
A chargeback is a when a shopper submits a request to the issuer to return funds paid to you. Typically, a chargeback occurs after you have refused to refund the shopper.
When the chargeback process is initiated, you get a dispute that you can accept or defend, and we withdraw the disputed funds from your Adyen account. The chargeback follows the dispute flow.
The following statuses are possible for chargebacks.
Chargeback
The shopper attempted to reverse the payment, and the issuer has started a dispute process.
We withdraw the disputed funds from your account.
We recommend that you:
- Go to the Dispute details page to supply defense documents or accept the chargeback.
What happens next:
- If you accept the chargeback, this is the final status.
- If your defense is successful, the payment gets the ChargebackReversed status.
ChargebackExternally
An external acquirer has recorded the transaction as a chargeback. The shopper attempted to reverse the payment, and the issuer has started a dispute process.
We withdraw the disputed funds from your account.
We recommend that you:
- Go to the Dispute details page to supply defense documents or accept the chargeback.
What happens next:
- If you accept the chargeback, this is the final status.
- If your defense is successful, the payment gets the ChargebackReversedExternally status.
ChargebackExternallyWithInfo
An external acquirer has recorded the transaction as a chargeback. The shopper attempted to reverse the payment, and the issuer has started a dispute process.
We withdraw the disputed funds from your account.
We recommend that you:
- Go to the Dispute details page to supply defense documents or accept the chargeback.
What happens next:
- If you accept the chargeback, this is the final status.
- If your defense is successful, the payment gets the ChargebackReversedExternally status.
SecondChargeback
The defense of the first chargeback was not successful. The shopper attempted to reverse the payment again. We have withdrawn or will withdraw the disputed funds from your account.
What happens next:
- This is a final status that cannot change.
ChargebackReversed
We have transferred the disputed funds back to your account. You successfully defended the dispute, or the shopper repaid the funds.
What happens next:
- This is a final status for successful disputes.
ChargebackReversedExternallyWithInfo
An external acquirer has recorded that the chargeback has was reversed. We have transferred the disputed funds back to your account. You successfully defended the dispute, or the shopper repaid the funds.
What happens next:
- This is a final status for successful disputes.
Online payout statuses
An online payout is when you send funds from your account to another receiver (for example, a supplier or contractor). Your account can be set up for instant card payout or payouts in stages.
The following statuses are possible for payouts.
ReceivedPayout
We received the payout request.
What happens next:
- When the payout is authorized, we send the funds for the payout.
PayoutAuthorised
The payout is authorized, and funds will be sent to the receiver.
What happens next:
- After it is processed, the payment gets the SentForPayout status, followed by the PaidOut status.
RefusedPayout
The payout was refused. The request was rejected by the scheme, financial institution, or us, if the risk level determined by our machine learning algorithm was rejected.
We recommend that you:
- Check the refusal reason to understand why the payment was refused.
- Review your risk settings.
- Ask the shopper to contact their issuing bank.
What happens next:
- This is a final status that cannot change.
SentForPayout
Funds have been sent to the receiver, but the payout is not yet complete. We are waiting to receive confirmation from the financial institution.
We recommend that you:
- Wait up to 10 days after the payout was initiated. If the payment does not get the PaidOut status, contact our Support Team.
What happens next:
- When the payout is processed, the payment gets the PaidOut status.
PaidOut
The payout was completed. Funds have been transferred to the receiver.
We recommend that you:
- Find the settlement batch number for each payment event to know when the payout has been deducted from your account.
What happens next:
- This is a final status that cannot change.
PaidOutScheduled
The payout has been successfully processed and the funds have been sent to the receiver. The net transaction amount of the payout will be debited on your behalf with a scheduled delay according to your Sales day payout schedule. This status means the same thing as the PaidOutAcquirer status. This status applies to Sales day payout transactions only and appears in reports as PaidOut.
What happens next:
- This is a final status that cannot change.
PaidOutExternally
The payout was completed with an external acquirer. Funds have been transferred to the receiver.
We recommend that you:
- If the receiver did not receive the funds, you should reach out to your acquiring partner for this payment.
What happens next:
- This is a final status that cannot change.
PaidOutExternallyWithInfo
The payout was completed with an external acquirer. Funds have been transferred to the receiver.
We recommend that you:
- If the receiver did not receive the funds, you should reach out to your acquiring partner for this payment.
What happens next:
- This is a final status that cannot change.
PaidOutReversed
This status applies to Sales day payout accounts. The payout was reversed, because we did not receive the funds to be paid out or could not finish the payout process.
We recommend that you:
- Verify with your technical team if the payment request was correct.
What happens next:
- This is a final status that cannot change.
PayoutError
An error occurred while communicating with the financial institution, so the payout was not processed.
We recommend that you:
- Verify with your technical team if the payment request was correct.
What happens next:
- This is a final status that cannot change.
PayoutFailed
We received your payout request and made a payout request to the card scheme. The payout was not processed by the card scheme.
We recommend that you:
- Check the PayoutFailureReason in Transaction Events to understand why it failed.
- Wait up to 10 days after the payout failed. If the payment does not get the PaidOut status, contact our Support Team.
What happens next:
- We are attempting to resolve the issue and payout again. If the payment is successfully refunded, the payment gets the SentForPayout status.
AcquirerPayoutFailed
This status applies to Sales day payout transactions only and appears in reports as CaptureFailed. The acquirer has notified us that the funds for this transaction will not be paid out to us because the capture has failed.
What happens next:
- The funds already paid out by us are reverted and debited from your account.
Stored value statuses
Stored value cards are payment cards with a monetary value that is stored on the card itself instead of in a bank account. Examples are gift cards, mall cards, meal vouchers, and other prepaid cards. You can make a request to load funds to the balance of an activated stored value card.
The following statuses are possible for requests to load funds to a stored value card.
StoredValueLoadReceived
We received the request to load funds to the gift card.
What happens next:
- When it is processed, the payment gets the StoredValueLoadAuthorised status.
StoredValueLoadReversed
Funds were successfully unloaded from the gift card.
What happens next:
- This is a final status that cannot change.
StoredValueLoaded
Funds were successfully loaded to the gift card.
What happens next:
- This is a final status that cannot change.
StoredValueSentForLoad
The request to load funds to the gift card was received.
What happens next:
- Once processed, the payment will get the StoredValueLoaded status.
StoredValueSentForLoadReversed
The request to unload funds from the gift card was received.
What happens next:
- Once processed, the payment will get the StoredValueLoadReversed status.