While your users can view payments and their statuses within Essentials, you can provide support for them on payment-related questions. This requires a good understanding of the payments flow and the stages in which payments can be.
Offer
Offer is the initial stage before a payment is created.
You can see offers listed in your Customer Area under Transactions > Offers before they become payments. When an offer becomes a payment it moves to the Payments section.
For some payment flows, this happens instantly and you will not see the offer in your Customer Area.
Payment
Authorised
The payment is approved by the financial institution.
With automatic capture your user can go ahead with delivering goods or services. If delayed capture is set up, your user should wait for the payment to be captured before delivering goods or services.
For in-person payments, confirmation of an approved transaction from the POS system means your user can hand over goods.
AuthorisedPending
This status applies to in-person payments. The customer's bank approved the payment, but the card and the terminal must confirm that the payment can be made. You or your user can still cancel a payment with AuthorisedPending status. From this status, the payment can become Authorised or Cancelled.
Cancelled
A cancellation blocks funds transfer for an authorized payment. You can cancel a payment that has status Received, Authorised, or AuthorisedPending.
You cannot cancel a payment that has reached the SentForSettle status.
This is a final status, after a payment reaches the status Cancelled it cannot be changed.
CaptureFailed
Capture failed for the payment, see failure reasons. Adyen will try to fix the issue and re-capture the payment. If the payment is recaptured, the status of the payment becomes SentForSettle.
If the payment is not recaptured within 10 days, contact our Support Team.
If your user has a pass-through payout account, the funds will only be paid out to them after Adyen has captured the payment.
Error
A payment was received, but an error occurred while communicating with the financial institution.
This is a final status, the payment can no longer change status.
Expired
A payment that has the status Authorised but is not cancelled or [captured] for a certain length of time expires. The time it takes to expire depends on the payment method.
When a payment reaches this status, it is no longer possible to capture it.
This is a final status, the payment can no longer change status.
Received
When a payment is first sent to the financial institution, Adyen gets a response that the request to make a new payment has been received. Received means that Adyen has received this response.
Refused
The payment request was received, and the request was rejected by the financial institution. The payment is also refused by Adyen if the risk score is more than 99 points.
This is a final status, the payment can no longer change status.
SentForSettle
The request to transfer funds has been sent to the financial institution. Adyen is waiting to receive funds. For some payment methods, the payment has to be captured before it can change status to SentForSettle. For some payment methods, the payment is captured automatically after being authorized.
When a payment reaches SentForSettle, you cannot cancel it.
SettleScheduled
The request to transfer funds has been sent to the financial institution.
This status applies to sales day payout accounts and appears in reports as a Settled record. For some payment methods, the payment has to be captured before it can change status to SettleScheduled. For others, the payment is captured automatically after being authorized. When a payment reaches SettleScheduled, you or your user cannot cancel it.
The funds will be paid out according to the sales day payout schedule.
Settled
The funds from the payment have been received by Adyen, this is the final status for successful payments. This status does not automatically mean the funds have been paid out to your user, this depends on their payout model.
SettledExternally
The payment has been settled with an external acquirer. Adyen has received confirmation from the acquirer that the funds have been transferred to your user.
SettledReversed
The payment has not been settled because Adyen has not received the funds 30 days after capture. If Adyen receives the funds more than 30 days after capture, then you see a Settled record.
Chargeback
The dispute process varies depending on the scheme. You can find detailed information in the chargeback guidelines for each scheme.
Chargeback
The payment was reversed by the customer, and the issuer has started a dispute process. Adyen withdraws the disputed funds from your user's merchant account.
ChargebackExternally
The payment is recorded as a chargeback with an external acquirer.
ChargebackReversed
Your user defended the chargeback successfully, or the customer re-paid the funds. Adyen has transferred the funds back to your user's account. If the defense is successful, this is the final status.
SecondChargeback
Your user was not successful in their defense of the first chargeback. This is the end of the dispute process and a final status.
Refund
Refunded
The financial institution has refunded the customer and the funds have been deducted from your user's account.
RefundedExternally
The payment was refunded through an external acquirer. Adyen has received confirmation from the acquirer that the payment has been refunded.
RefundedReversed
The refund was returned. This means that the funds have been returned to Adyen, and are back in your user's account. This can happen if, for example, the customer's bank account details have changed. We recommend that you advise your user to contact the customer to check their bank account details before retrying the refund.
RefundFailed
The refund failed and the funds are in your user's account.
Adyen investigates failed refunds. If the refund is not made within 10 days, contact our Support Team.
Do not try to refund the customer again. This can result in refunding the shopper twice, or in the second refund failing if the cause of the failure is not resolved.
RefundNotCleared
A technical error occurred with the refund, so the funds were returned to your user's account. When the error is resolved, funds are debited from your user's account again. Contact our Support Team for more details.
RefundPending
This status applies to in-person payments.
The refund has been recorded but the request to refund has not yet been sent to the financial institution. You can still cancel the refund for a payment with this status. From this status the payment will become Refunded if you don't cancel the refund.
RefundScheduled
This status applies to sales day payout accounts.
The net transaction amount of the refund will be debited on your user's behalf with a delay according to their sales day payout schedule.
SentForRefund
The request to refund the payment back to the customer has been sent to the financial institution.
You can only refund a payment after it has reached SentForSettle. You cannot reverse a refund request.