{"title":"Tracking payouts","category":"Classic Platforms","creationDate":1776961628,"content":"
\n

This page is for classic Adyen for Platforms integrations. If you are just starting your implementation, refer to our new integration guide<\/a> instead.<\/p>\n<\/div><\/div>\n

In general, a regular speed payout can take up to 1-2 business days to confirm if it is successful or if it failed. If the payout is successful, it can take another 3 business days for the funds to reach the receiving bank.<\/p>\n

If you are unsure of the status of a payout, you can further investigate by tracking its progress through notifications or in your Customer Area<\/a>.<\/p>\n

Check if payout was initiated<\/h2>\n

Notifications<\/h3>\n

Once the payout is initiated, you will receive an ACCOUNT_HOLDER_PAYOUT<\/a> notification with statusCode<\/code> Initiated<\/strong><\/span>. From notification version 5, you can also collect the estimated payout date through the content.estimatedArrivalDate<\/code> parameter, and send it to your account holder.<\/p>\n

Customer Area<\/h3>\n
    \n
  1. Log in to Customer Area<\/a>.<\/li>\n
  2. Go to Platform<\/strong> > Sub-merchants<\/strong>.<\/li>\n
  3. Select the sub-merchant.<\/li>\n
  4. Select the Transactions<\/strong> tab.<\/li>\n
  5. Filter to Type<\/strong> > Payout<\/strong>.<\/li>\n
  6. Expand the payout.<\/li>\n<\/ol>\n

    If the payout has been initiated, it is reflected as such under History<\/strong>.<\/p>\n

    Check if payout was confirmed<\/h2>\n

    Notifications<\/h3>\n

    Once the payout is debited from your platform account, you receive another ACCOUNT_HOLDER_PAYOUT<\/a> notification with statusCode<\/code> Confirmed<\/strong><\/span>.<\/p>\n

    In this notification you also receive the unique payout reference and the details of the bank account from which the payout was initiated. You can send this information to your account holder as a confirmation and to help with troubleshooting if needed. You can also download the payout letter confirmation<\/a> and share this with the account holder.<\/p>\n

    Customer Area<\/h3>\n
      \n
    1. Log in to Customer Area<\/a>.<\/li>\n
    2. Go to Platform<\/strong> > Sub-merchants<\/strong>.<\/li>\n
    3. Select the sub-merchant.<\/li>\n
    4. Select the Transactions<\/strong> tab.<\/li>\n
    5. Filter to Type<\/strong> > Payout<\/strong>.<\/li>\n
    6. Expand the payout.<\/li>\n<\/ol>\n

      If the payout has been confirmed, it is reflected as such under History<\/strong>.<\/p>\n

      Download the payout letter from Customer Area<\/h2>\n

      After the payout is confirmed, you can proceed to download the payout letter from your Customer Area and share it with the account holder. To download the letter, you must have the Allow the user to download the payout confirmation letter<\/strong> or Merchant Extended MarketPlace role<\/strong> assigned to your Customer Area user.<\/p>\n

        \n
      1. Log in to Customer Area<\/a>.<\/li>\n
      2. Go to Platform<\/strong> > Sub-merchants<\/strong>.<\/li>\n
      3. Select the sub-merchant.<\/li>\n
      4. Select the Transactions<\/strong> tab.<\/li>\n
      5. Filter to Status<\/strong> > Payout<\/strong>.<\/li>\n
      6. Expand the payout.<\/li>\n
      7. In the History<\/strong> section, select Download document<\/strong>.<\/li>\n<\/ol>\n

        The letter is downloaded in PDF format.<\/p>\n

        If the payout letter is not available to download, and the payout status is Initiated<\/strong><\/span> for longer than 2-3 business days, it means that the payout hasn't been confirmed yet. In this case, contact our Support Team<\/a>, mentioning the PSP reference, the date of the payout, and the account holder code to facilitate further investigation.<\/p>\n

        Check if payout was returned to Adyen<\/h2>\n

        Notifications<\/h3>\n

        If a payout was returned to Adyen, you will receive an ACCOUNT_HOLDER_PAYOUT<\/a> notification with statusCode<\/code> Failed<\/strong><\/span>.<\/p>\n

        In some instances the receiving bank shares a return reason, which helps to identify the cause of the return. Adyen sends the reason in the status.message.code<\/code> and status.message.text<\/code> fields of the notification. If the receiving bank does not share a reason, the account holder should reach out to their bank for further clarification.<\/p>\n

        The following are common return reasons:<\/p>\n