Payments & Reporting

Capture / Cancel

How can a payment be Cancelled soon after an Authorisation?

This is often due to Adyen's post authorisation fraud check that occur after results are returned from the the issuer. An example is the "Card Security Code (CVC2/CVV2/CID) does not match" risk check that ensures that the CVC2/CVV2/CID provided by the shopper is the same as that responded back by the issuer. If they do not match the fraud score of the risk check is added to the total. If the total score is over 100 the payment is Cancelled. The “Billing address does not match card holder address (AVS)” and “No Liability Shift” are other examples of a post-authorisation fraud check where Adyen needs information from the issuer before the check can be done.

How do I change the capture delay on my account?

Capture delay is set on a per merchant basis. It can be set to:

  • Manual - The merchant is required to manually capture each authorised payment
  • Automatic (Immediately or with a delay of up to seven days) - The Adyen system automatically captures the payment based on the time frame chosen.

To set the capture delay, log in to the company, choose the merchant and navigate to Merchant Settings > Capture delay.
After the capture delay is set, it applies to any future transactions for the specified merchant account.

Capture delay is enabled for credit card payments by default. If you want to request this for Paypal and/or SEPA, contact support.

What does the status Cancelled mean?

A cancel can be triggered before a payment is captured. Adyen directly sends the cancel online to the issuer to indicate that the shopper shouldn't be charged and that they should release the funds. Unfortunately not all issuers directly pick up this message and therefore It might be that the shopper still see the authorisation on his bank statement. The authorisation always automatically expires after one month, but most of the time it's released quicker by the bank.

CA (Customer Area)

Can I link directly from my merchant backoffice to Adyen transactions?

Yes, a direct link from a Merchant's back-office to Adyen Customer Area (CA) is possible.

You can also reverse the link from the Adyen CA to your own back-office by including your own back-office link in the Settings > Merchant Settings > Merchant Reference Link for each merchant account. This hyperlinks the merchant reference in the Adyen CA to your designated backoffice URL.

How can I look up transactions with a credit card number?

There are two ways to search for a payment via credit card details:

  • Full credit card number - Go to [Company] → Payments  Click the funnel icon → Filter on method column. Then enter the card details without any spacing in the Set a Filter on Card/Account number field and Click Submit.
  • Last four numbers of the credit card number - Go to [Company] → Payments → [last 4 of credit card number]
    You can also search for cardNumberSummary:1234 (replace by last 4 digits). Both methods provide a list of all transactions made by the submitted card number

How can I recover my password for the Test or Live system?

You can reset the password using either of the following:

  • Password reset on the login page -  If your e-mail address that is linked to your user account is verified, click Forgot your password? on the login page of the Adyen Customer Area (CA). You should receive an email providing you instructions to reset your password. Make sure to check your spam/junk folder. 
  • Admin user - The admin user account under your company account is able to reset your password on your behalf.

    An admin user is able to reset the password for the Webservice user by performing these steps: Customer AreaSettings Users Select system from the dropdown Select the userSelect Generate password/Generate POS Password Save

  • Adyen Support - If the above solutions don't work contact the Adyen Support Team.  For security reasons the name and email address of the person making the password reset request must be easily verified as the authorized user of that user account. Make sure to state the environment it is required for i.e. Test or Live and the Company Account Code.

How do I view my transactions / payments?

You can view your transactions/payments using the Customer Area (CA) or reports:

  • To view them via the CA
    1. Login to the Adyen Customer Area (CA) with your CA credentials.
    2. Select your company or merchant (if applicable).
    3. Select Payments.
      You can then click a psp reference to see more details of the payment, or filter the results.
  • To view them via reports
    1. Login to the Adyen Customer Area (CA) with your CA credentials.
    2. Select your company or merchant (if applicable).
    3. Select Reports.
    4. In the Instant tab, click the report name you want to see. You can also activate the report you wish to run regularly from the Subscriptions tab.

Popular/Common used reports
The most popular instant report for viewing transactions is called the "Interactive Payment Accounting Report".
The most popular subscription report for viewing transactions is called the "Payment Accounting Report" and the "Received Payment Detail Report", both of which are generated on a daily basis.

User rights management: roles explained

The Adyen Customer Area (CA) includes a user rights management system with description to all user roles. As a merchant, you can setup different access roles to the CA with different user rights by navigating to Settings > Users. You can assign various roles to the user and specify the merchant account(s) the user should have access to.

What can I do when a payment is refused?

Some transactions are refused by the card issuer and, in some instances, Adyen has no further information as to why they have been refused.

You can get the refusal reason from the Adyen Customer Area (CA) → Payments → Select the payment.

On the top right block, you should see the refused message with the reason in between brackets, e.g. Refused (05: Do not honor). The message is all the information we've received from the issuer upon attempting an authorisation.

In order to get more information on why the payment was refused, advise the shopper to contact their card issuer as they may be able to give the shopper the full reason for refusing to authorise the payment. 

What does an acquirer response of Referral mean?

When viewing a payment detail you may see the acquirerResponse field set to Referral. In such incidents the status of the payment is Refused.

Referrals were originally used for credit card payments in the physical world (face-to-face). A referral is a response received on a credit card terminal after a credit card is swiped for authorization. The response does not mean the credit card has been declined, although the merchant may choose to decline it. When a credit card is swiped, in face-to-face payments, the response on the terminal can be either approved, declined, referral, pick up, or no match. A referral indicates that the merchant should call the authorization center because more information is needed regarding the cardholder. In the Ecommerce world, you can see a referral the same as a refusal because there is no shopper interaction.

If you want to know why the payment was a referral the shopper should contact their issuer for further information.

What does the refusal reason "05: Do not honor" mean?

We receive a generic refusal reason from the issuer. However, the shopper can find out the exact refusal reason by reaching the issuer.

What happens when a shopper abandons a payment before it is complete?

If a shopper abandons a payment before the transaction is complete it is not visible in the Customer Area (CA). This is because only payments are seen in our system. It is not possible for us to capture a shopper abandoning the payment as it may happen in ways that cannot be trapped (e.g. power failure, browser crash).

Why do I keep getting logged out of Adyen's payment pages?

If a user is inactive for 15 minutes or more in our Adyen Customer Area (CA), they are automatically logged out due to PCI regulations. 

Other reasons for the user being logged out can be any of the following:

  1. The user account is shared with multiple people, this is something which is not allowed due to security reasons. 
  2. The IP has changed while the user was logged in, this can happen when you have dynamic IP's assigned or when travelling and attempting to access the Customer Area

We highly recommend making a user account for each single person that should have access to the Customer Area, this due to both security reasons as audit purposes. 

Disputes

How do I get updated about a Notification Of Fraud (NOF)?

We update merchants in three way about the NOFs:

1. We send out a server-to-server notification, which your system can use to directly update your own system.
2. The NOFs are listed in the daily dispute report. You can pull in this report in an automated way so that you don't have to look in our Customer Area.
3. Use our Adyen Customer Area (CA).

How do I see my disputes / chargebacks?

Follow these steps to see disputes/chargebacks:

  1. Login to the Adyen Customer Area (CA).
  2. Select the merchant account you wish to view disputes for.
  3. Click Disputes.

A list of disputes is displayed, each with its own unique dispute reference, and a link to the payment psp reference.

You should see:

  • A dispute reason
  • Your merchant reference
  • The date the dispute started
  • The amount disputed
  • The payment method that the dispute concerns
  • Whether the dispute is still open or not.
  • Last event that occurred in the dispute workflow

If a dispute is defendable and within the dispute defense period, you can click the dispute reference to upload defense material. See Disputes for further information.

What do I need to do when I get a NOTIFICATION_OF_FRAUD message?

The event NOTIFICATION_OF_FRAUD means that a notification has come in for a particular payment meaning that the shopper has indicated this may be fraudulent. Whenever you get this message you can go the payment that was mentioned in the e-mail/widget.

Alternatively you can also check the disputes using Adyen Customer Area (CA) → Select the merchant under which this payment was done → Select Dispute --> Select the dispute reference that was assigned. On this page you can see the reason for the notification of fraud (e.g. Account Takeover). While most disputes are defendable, in some cases this can change.  In such a scenario this message tells you whether the dispute is defendable or not.

What is the flow of a Chargeback / Dispute?

The Adyen chargeback process reflects the card scheme rules around handling and disputing chargebacks. The chargeback process can be started by the cardholder or the issuing bank on behalf of the cardholder. When the issuing bank exercises a chargeback for a particular reason your account is debited of the disputed amount.

You could either accept (In this case you loose the money) or dispute the chargeback by supplying relevant information in response to the chargeback reason. If you decide to dispute the chargeback, upon submission of the information you receive the disputed amount back in your account. You can check that the money related to a particular chargeback is back in your account in the journal type history in the back office, i.e. ChargebackReversed. This entry only indicates that the money related to the first chargeback is back in your account and it does not indicate the end of the chargeback process.

The chargeback process allows for a second chargeback after the Cardholder together with the issuing bank review the information submitted by you and decide to continue the dispute. You not allowed to submit any new information at the second chargeback stage and it is a matter of determining whether the issuing or the acquiring bank is liable for the particular chargeback. See Chargeback guidelines to know more.

Why can't I defend a Cartes Bancaires dispute?

There are no chargebacks possible for commercial disputes (product or services not delivered, defective product, etc.) on Cartes Bancaires. Commercial disputes are not considered as an interbank issue but only between the merchant and the shopper. The card issuers do not take responsibility for commercial disputes.

In 2014, 96% of all Cartes Bancaires chargebacks had the reason code 45 ("disputed transaction") i.e. fraud. For Adyen, the rate is even higher (99.9% of our chargeback has the reason code 45). Due to the fact that only fraudulent chargebacks are received, no chargeback dispute process for Cartes Bancaires has been set up. There are no chargebacks with the reason code 45 possible when 3D Secure is applied. So enabling 3D Secure on Arkea is solving most of the fraudulent chargebacks.

Why can't I refund a transaction for which there is a dispute?

Transactions that are disputed cannot be modified. This is to make sure you do not loose the funds twice.

Refunds

Are partial refunds possible?

Partial Refunds are a possibility in every instance where a payment method allows for refunds. That is, part of the payment can be refunded back to the customer instead of the whole amount. Currently this is possible with the following payment methods; MasterCard, Visa, American Express, Direct Debit, iDEAL, bank transfer, Open Invoice, elv, directEbanking (sofort), DineroMail, and PayPal. 

Can I change or cancel a refund?

After a refund has been issued it cannot be cancelled, changed, or reverted.

To retrieve the funds you should consider:

  • Contacting the shopper advising of the error and asking for funds to be returned to you (directly into your bank account); or
  • If a recurring contract is associated with the shopper, charging a recurring payment for the extra refund sent. Ensure that your terms & conditions cover such scenarios.

How can I retrieve the Acquirer Reference Number (ARN)?

You can find the ARN number yourself using Adyen Customer Area (CA) → Payments →  [PSP Reference] → ARN Number: [ARN Number]

An ARN (Acquirer Reference Number) in credit card transactions is a unique number that tags a credit card transaction when it goes from the merchant's bank (acquiring Bank) through to the card scheme at the cardholder's bank (Issuer). The shopper should forward this ARN number to their bank. The cardholder's bank should then be able to track the transaction/refund with this number.

How do I perform a refund?

A refund may be submitted through our Adyen Customer Area (CA)Operations. Enter the amount to be refunded in Submit refund request box and click Send Refund.

You can also use our Refund API

When performing a refund, the amount is credited directly back to the shopper (For iDEAL this is done via a bank transfer).  You can only refund up to the total amount captured, so this can be one refund of the full amount or multiple partial refunds as long as the total amount does not exceed the amount captured on the payment.  

Refunds should take an average of two working days.

After a refund is issued it cannot be reverted.

How long are Paypal transactions refundable for?

Refunds on PayPal transactions are possible for 60 days after the authorisation of the payment. This limitation has been set by PayPal according to their user agreement.

Inform Adyen Support Team in case you have a special agreement with Paypal for your refund period to amend the standard configuration.

My shopper used a giftcard but cancelled the payment. Are the funds automatically returned?

We return the funds only if:

  • The shopper cancels the payment on the Hosted Payment Pages.
  • After the sessionValidity of the payment request is expired.

What does "Insufficient in-process funds on account" mean when refunding?

The Insufficient in-process funds on account for refunding this payment message means that there is not enough outstanding balance on the specific merchant account to process the refund.

The in-process funds is the balance on the merchant account that is not paid out yet (Payable balance) plus the amount that is captured but not yet settled (Captured balance). These balances can be checked at a merchant account level under Reports → Balance Overview Report.

If the in-process funds is less than the amount of the refund, the refund can not be processed. Contact Adyen Support Team to obtain our bank details to transfer funds to us in order to increase the in-process funds.. The transferred amount is added to the captured balance.

Adyen can also always reserve an amount of money for your account for refunds. This reserved amount is added to your deposit and not payed out. In this way, when your in-process funds is zero, you always have an amount left for refunds, contact support for more details.

What does error message "Incomplete or Invalid Payment Details" mean?

When we do not have the required payment details for a refund you receive a Incomplete or invalid payment details message. In some cases we can amend the remitting details if they are provided.

If you have the required details (full IBAN, holder name, etc.), provide these to the Adyen Support Team. Our team will then let you know if this option is available.


What does the status RefundedReversed means?

A refunded reversed status occurs when a refund had been initiated, but it failed to complete.

Some common reasons can be:

  • The bank account details changed between the initial payment and the refund (Eg: Change of name).
  • The customer had transferred the money manually and Adyen matched it to the initial payment.
  • In case of a credit card,the card is closed or blocked and therefore we receive the funds back from the issuer.

If this status occurs, Adyen recommends to contact the customer directly, and transfer the money directly from your account to the customer.

What do I do if a shopper has been refunded but they still have not received the funds?

For credit cards through our acquirer, if a shopper has been refunded and they haven't received the funds after 4-5 days, they can use the acquirer's reference Number (ARN) and provide it to their bank or card issuer to trace the refund and locate the funds. 

An ARN is a unique number that tags a credit card transaction when it goes from the merchant's bank (Acquiring bank) through to the card scheme at the cardholder's bank (Issuer).The shopper should forward this ARN number to their bank. The cardholder's bank should then be able to track the transaction with this number. See How can I retrieve the Acquirer Reference Number (ARN)?.

For other types of payments where refund is a possibility a different type of request can be made for information into the delay of the refund. Please contact support@adyen.com and provide the payment details. 

What happens if a refund is issued to a closed card / account?

It is possible that a refund can be issued and the card or account to which the refund has been sent to may have been closed or discontinued.

In these circumstances either of the following can occur:

  • The funds is transferred from the person's closed account to a new one, provided they stay with the same bank or card issuer. Their card issuer are able to internally see this and adjust the balance to the new card.
  • The money is rejected and sent back to Adyen as a result of the account closing. In this case the final status of the transaction is RefundedReversed.
  • The money is held by the receiving bank and because the account is closed they don't know what to do with the money and are waiting for instructions to forward this on to the new account. In this situation, it is advisable to obtain an Acquirer Reference Number (ARN). This is a number that an issuing bank can optionally use to trace the transaction from the acquirer.

Why can't I refund a payment?

There are two reasons that can result in you not being able to perform a refund, both of which are related to user permissions:

Merchant Manage payments - This is the role required to manage payments and allows you to refund payments, when you do not have this role you are not able to refund card transactions and most alternative payment methods. 

Merchant allow bank transfer refund role - For Bank Transfers, Dutch Direct Debit, Sofort, SEPA Direct Debit and ELV payments this role is not activated by default as these payment methods are officially not refundable. Therefore, we have implemented this method as a refund by bank transfer. The disadvantage of this method is that the refund is not linked to the payment which can result in the payment being refunded. A chargeback can still occur with a Dutch Direct Debit, ELV, Sofort or SEPA Direct Debit payment (iDeal can not be chargebacked).

If the shopper is notified of the refund, the chance of a chargeback is less but not guaranteed.

Let us know if you would like to be able to refund Bank Transfers, Dutch Direct Debit, Sofort, SEPA Direct Debit and ELV payments by e-mailing support@adyen.com. Ensure to mention your user account and Adyen company account code. 

Reporting

A transaction has the status SettledBulk, why is it not paid out to me?

The CapturedBulk balance is the payable balance for our EU acquiring visa/mc transactions and the payable balance is the non-EU acquiring payment methods payable balance (ie. Amex, etc.). But keep in mind that we book the payable right away as the EU visa/mc transactions are captured. This doesn't necessarily mean you will get the money right away as it can be a slight delay.

For example: Visa transactions captured on Thursday and therefore has a journal of SettledBulk. However, you might not see the funds for this transaction on the following Friday's payout (since you get paid out every Tuesday and Friday). It might show up in the following payout, on the next Tuesday.

You can find out when a transaction is paid out to you by looking at the Payment Detail page of the transaction and we indicate the Settlement Batch number when our system books the transaction in your upcoming settlement batch.

Can I change our company name on the invoices that Adyen sends out to me monthly?

To change your company name send a scanned copy of the registration papers that reflect this change to the Adyen Support Team.

How can I change the currency of the Monthly Finance Report?

The currency can be changed in the report itself. Select the required ISO currency code in the Configuration tab.


How to automatically download / retrieve reports

There are two options to automatically download reports from the Adyen servers:

  • By subscribing to the REPORT_AVAILABLE notifications, when a new report is available we send a REPORT_AVAILABLE notification. You can find the complete download link in the reason field of the notification.
  • Write a WGET command to automatically download a report.

See Report download for more information.

How to match the number of transactions in the Invoice

We charge the Adyen transaction fee on the following three journals:

  • Received
  • SentForRefund
  • RefundedBulk 

You can sum up the count of the Received and SentForRefund using our Adyen Customer Area (CA) → Reports → Monthly Finance Report. Received, SentForRefund, and RefundedBulk info are on the second tab of this report.

For individual transactions which relate to these numbers go to Adyen Customer Area (CA) → Reports → Interactive Payment Accounting Report. Example, select the Start date: 2016-01-01, End Date: 2016-02-01 and the events to report on; Received, SentForRefund, and RefundedBulk.

This gives you the exact transactions for the month of January 2016.

How to reconcile the transactions on my bank account

Use our settlement reports to reconcile the transactions. On every pay-out to your bank account we place a batch number on the statement.

We also create per pay-out a settlement report in Adyen Customer Area (CA) → Merchant Level  →  Reports → Settlement Detail Report → settlement_detail_report_batch.csv This report gives you the gross and net amounts for the Settled, Refunded and Chargeback transactions. See the Settlement detail report for more information.

What does DepositCorrection mean in my settlement report?

Adyen may require a deposit, this is filled by withholding settlements until the deposit amount is met. The deposit is a variable amount which may increase or decrease periodically due to changing risk figures. The deposit correction is included in the settlement report (which can have a credit or debit amount) to reflect the change in deposit amount.

What does the status SettledBulk mean?

On September 10th 2015 we added three new Journal lines for all currencies processed over Adyen Acquiring in Europe applicable to MasterCard and Visa only. These new Journal lines are SettledBulk, RefundedBulk and BulkSettlement. These new Journal lines are visible in the Adyen Customer Area (CA) → Monthly Finance Report, Daily Finance Report, and Payment Accounting Report.

Journal lines definitions are:

  • SettledBulk – This Journal line replaces the existing SentForSettle journal line that is used for Adyen Acquiring. This is a final status for a transaction in the Adyen Customer Area.
  • BulkSettlement – This Journal line replaces the current Settled Journal that is used for Adyen Acquiring. This Journal line is not displayed in the Payments view in the Adyen Customer Area.
  • RefundedBulk – This Journal line replaces the existing SentForRefund and Refunded Journal line that is currently used for Adyen Acquiring. 

The new Journal lines for Adyen Acquiring are included in the following Adyen Financial Reports:

  • Adyen Customer Area -  SettledBulk and RefundedBulk only.
  • The Monthly Finance Report - SettledBulk, RefundedBulk and BulkSettlement.
  • The Daily Finance Report - SettledBulk, RefundedBulk and BulkSettlement.
  • Payment Accounting Report -  SettledBulk and RefundedBulk only.

Settlement Detail Report has not changed so if you are automatically loading this report in your ERP system or Data Warehouse you are not affected by the changes.

No change to the Journal lines for Visa and MasterCard transactions processed over external acquirers or Alternative Payment Methods.

See Merchant manual for more info.

Where can I find the specification of the reports

For the full technical description of the reports see our Reporting manual.

Reconciliation

What exchange (FX) rate do you use?

The exchange rate is used of the current day that we book the Settled journal in our system. Also, at that moment we charge the FX fee which is 1.2% for the primary settlement currencies (EUR, USD, GBP, SEK, NOK, etc) and 3% for the exotic currencies. We use the daily mid day rate from Oanda plus a markup of 1.2% (or 3%).

What is the best way to do reconciliation?

The settlement detail report is recommended to reconcile your administration. It includes all payments that are settled i.e. paid out to you by us. This report based on the transaction level is generated with the settlement batches to sort out which transactions that went through our system was paid out. Adyen pays out to your merchant accounts twice every week i.e. Tuesday and Friday and should be expected on these days only. This transaction level report specifies the gross/net settlement amounts for captures, refunds, chargebacks (where present), fee totals, deposit corrections, and the total amount settled.

 Transactions done over external acquiring, for example external AMEX acquiring or PayPal, are reported in the external settlement detail report that is available under your company account (not your merchant account) in the Adyen Customer Area (CA).

The payment accounting report is generated every day and includes financial status changes, events, and modifications for all the payments including full bookkeeping and user auditing (audit for manual capture/cancel/refund and callcenter use or when using multiple web service users). This report is ideal if you want to maintain a copy of all available status changes in your own database to replicate Adyen's accounting data for financial reporting. 

You can subscribe to the reports for automatic generation by navigating to Adyen Customer Area (CA)Merchant account > Reports > (Report you want to be generated) > Subscribe.

 For the settlement detail report this should be done by default

System messages

How can I subscribe to system messages

You can subscribe to system messages per user account based level through Adyen Customer Area (CA) → Settings → System Messages.

 To add a new configuration, select Add

Additionally, if the configuration is made on company level we recommend to select Include child accounts to ensure you don't miss any messages.

Find out what modules can you subscribe to here: What kind of system messages can I subscribe to?

What kind of system messages can I subscribe to?

You can subscribe to any of the following system message components:

Component Description
Payments

If any payment method connection is down or has scheduled maintenance.

Backoffice If our own customer area is down or has scheduled maintenance
Reporting If there is an issue or delay with any of the reports
Payout If there are any issues with payout
Support If there are ant issues with supports reach- or availability
General If another category does not apply for the type of issue
Notification If there are issues sending notification to your servers
Invoice Notification If there is something with the invoice (as in: delay, errors)

You can find the location to subscribe to system message in the Adyen Customer Area (CA) → Settings → System Messages → Add.

SEPA Direct Debit

Can I cancel a SEPA Direct Debit transaction before it is processed?

For a SALE transaction, a merchant can cancel up to midnight (00:00) each business day (CET). After that time point, the transaction is added to the SEPA Direct Debits and is submitted to our bank.

For AUTH transactions, you can cancel the transaction before it's captured. No funds are taken from the shopper and is shown as a Refused transaction in the Adyen Customer Area (CA). After the capture is submitted the transaction cannot be cancelled, it is added to the SEPA Direct Debits and submitted to our bank for processing.

Can I ship the goods on the Authorised state?

There is no certainty that the bank account details are correct or there are funds in the account. Some payment methods (e.g. SEPA Direct Debit) do not guarantee any assurance of funds in the authorised state.

The funds are not guaranteed until the transaction is  settled. 

Does Adyen perform any validation prior to accepting the SEPA Direct Debit?

Yes, we perform the below checks:

  • CheckDigits (IBAN)
  • Valid characters (IBAN/BIC)
  • Length (IBAN/BIC)
  • CountryCode consistency (IBAN/BIC)

Any further checks are performed by the shopper's bank when the SEPA Direct Debit transaction is submitted to them for collection.

Do I need to create the mandate ID myself?

No, we do that for you with your first SEPA Direct Debit transaction for each shopper.

Do you offer a notification when the SEPA Direct Debit transactions have Settled?

We do not offer notifications for settled transactions. You can use either of the following options to know if the transaction is settled:

  • It is settled if there is no chargeback by the end of the settlement delay.
  • Use the Payment Account report for determining when the transaction is settled.
  • Use the Settlement Detail report for determining when the transaction is settled.

Do you offer a seperate capture for SEPA Direct Debit?

Yes, we offer both SALE (immediate capture) and AUTH (Authorisation and separate capture) for SEPA Direct Debit. 

How can a ChargebackReversed happen for a SEPA Direct Debit transaction?

There are three ways that a ChargebackReversed booking can occur on a SEPA payment:

  • The shopper sees the chargeback and realizes this is a mistake. The shopper then wires the funds to Adyen (using a bank transfer actually). Upon receiving the funds Adyen books the chargebackreversed.
  • The issuer can not process the chargeback (because for instance the account does not exist anymore) or does not approve the request of the consumer.
  • Use a Dunning process, where the merchant is initiating a new SEPA Direct Debit in a separate (invoicing) system.

How can I start using the new SEPA Direct Debit payment method?

To enable SEPA Direct Debit payment method on your account contact the Adyen Support Team. You can also ask for any extended notifications.

How does it work for AUTH SEPA Direct Debit Transactions?

For AUTH transactions it follows the ELV payment method flow - the transaction remains at authorised until a capture is submitted. After you submit a capture request, Adyen starts the process flow to submit the SEPA Direct Debit transaction to our bank for charging the shopper's bank (this is the start of the settlement period). This allows you to obtain the SEPA mandate information before charging the shopper and then charge the shopper at the necessary time.

How does it work for SALE SEPA Direct Debit Transactions?

The SALE transactions follows the Dutch directdebit_NL payment flow. A SEPA Direct Debit transaction is received and sent for authorisation. The funds are then transferred by the shopper's bank to the Adyen Foundation Bank Account and the payment is settled.

I have an online store, do I need to send a pre-notification letter to all my shoppers?

You should provide a pre-notification of the SEPA Direct Debit to shoppers 14 days in advance. This allows shoppers time to check that there are enough funds in their account prior to the SEPA Direct Debit being executed. Such long periods may have an impact on the merchant’s business and are not very practical for e-commerce transactions.

Some examples for notifying your shoppers:

  • Adding a check-box on your website indicating that their purchase uses the new SEPA Direct Debit payment option.
  • Announcing it in your Terms & Conditions.
  • Show the mandate ID and Date of signature in the shopper's account settings.
  • Email the mandate ID and Date of signature to the shopper.

What is the mandate ID, Date of Signature and Sequence Type and how can I store these values?

These three parameters are part of the SEPA regulation and are communicated to the shopper's bank on charging the shopper's account. We create these values for each SEPA Direct Debit transaction and can return them back to you so that you can store them internally or make them available to your shoppers (ie. in their online profile or in a notification letter).

For API merchants (one-off or recurring payments) these three values are returned in the API authorise response. 

For HPP merchants (one-off payments) we can optionally enable extended notifications (PENDING and AUTHORISATION notifications) which include these three values as well. 

These extended notifications are also available for API merchants. 

What is the Settlement period?

All SEPA Direct Debit transactions (one-off, first and recurring) = 2 business days.

When are chargebacks booked?

The chargeback process is standardised for all SEPA Direct Debit. The SEPA Direct Debit schemes ensure more protection and refund rights to shoppers:

  • The shopper can revoke the SEPA Direct Debit transaction before the settlement.
  • The shopper can have the authorised SEPA Direct Debit payment returned within 8 weeks.
  • The shopper has 13 months to report unauthorised SEPA Direct Debits with their bank and request a reversal.

 All scenarios result in a payment status of chargeback. The process is comparable with a Credit Card chargeback but without the possibility to defend against the dispute.

When can the SEPA Direct Debit transaction be refunded?

The transaction can only be refunded when it has been settled, this is to prevent the loss of funds.

What happens if a payment is sent to Adyen incorrectly?

In any circumstance where Adyen receives funds but cannot match it is automatically returned. The shopper should expect it to take 1-2 business days for their money to reach us and 1-2 business days for it to be returned.

This is also the case for double payments, the funds is automatically sent back for the second transaction.

Do you have an explanation for the refusal reasons?

Below are the refusal reasons returned by the Visa and MasterCard scheme. 

The response code can be returned with or without a leading zero. 

The format is as follows: 

[Response code] : [The refusal reason raw String that is returned]
Response code Description Explanation
0 Approved or completed successfully The payment was successfully authorised by the issuer and has been completed.
1 Refer to card issuer Transaction refused by the issuer. The cardholder should contact the issuing bank for clarification. Ask user to switch card / pay method. Alternatively user can try again after they resolved the issue with their bank.
3 Invalid merchant Card holder not allowed to make purchases outside of their country (for example India).
4 Capture card Card issuer requests that credit card should be retained. Can be because of suspect of counterfeit or because it is stolen. This reason is used in an E-Commerce environment although it originates from a POS (Point Of Sale) environment.
5 Do not honor This is a generic refusal bucket used by issuers to refuse a payment. Unfortunately the reason can be several things. In all cases the shopper should contact their issuing bank for clarification and solution.
6 Error The payment couldn't be authorised and therefor resulted in error, please council the raw acquirer response for further details.
7 Pickup card, special condition Card issuer requests that credit card should be retained, because of reason other than counterfeit or theft.
12 Invalid transaction The transaction cannot be made on the card. Issuing bank not allowing this type of payment on this card / account. For example: the card is a fleet card for which a certain type of transaction is not permitted.
13 Invalid amount Card that are not allowed to do online purchases. For example Cirrus or Maestro Debit and Prepaid Cards. Or a consumer Card program has a maximum USD 99,999.99 amount, but the Transaction Amount for the same Card program exceeds the maximum;
Currency conversion field has overflow.
14 Invalid card number Card number does not exist at issuing bank. Issuer is unable to validate the account number.
15 Invalid issuer Issuer does not exist. The card account number is not within a card number range supported by the scheme; the BIN is not a BIN of the scheme.
30 Format error Field format error in request message. Not specified further.
41 Lost card Card reported as lost, validate the shoppers authenticity and refer the card holder to the issuer.
43 Stolen card Card reported as stolen, validate the shoppers authenticity and refer the card holder to the issuer
51 Insufficient funds/over credit limit Insufficient funds in the cardholder's account. - Ask user to switch card / pay method or alternatively try again with the same card after the user made sure there are sufficient funds in their account.
54 Expired card Card expiry date passed. Ask user to correct / switch card or pay method.
55 Invalid PIN User failed PIN validation. Ask user to correct or switch card or pay method.
57 Transaction not permitted to cardholder Issuing bank not allowing this type of payment on this card / account. Ask user to switch card / pay method. MCC is not valid for transaction; Merchant, acquirer BIN and issuer BIN are not all domestic in case of activation or loading of prepaid card;
An issuer's processing centre is not certified to receive transaction-specific data in TLV format (field 104 in request message).
59 Suspected fraud The issuer suspects this payment to be fraudulent and therefor refuses.
61 Exceeds withdrawal amount limit User exceeded their card limit. Ask user to switch card / pay method or alternatively try again with the same card after the user took care of the card limit issue.
62 Restricted card Issuer has defined the card on an exclusion list. For example: it has excluded or embargoed the card's country.
63 Security violation Issuer indicated an issue with this card. Ask user to switch card / pay method. Alternatively user can try again after they resolved the issue with their bank.
65 Exceeds withdrawal count limit User exceeded their card usage frequency limit. Ask user to switch card / pay method or alternatively try again with the same card after the user took care of the card limit issue.
70 Contact Card Issuer Issuer indicated an issue with this card. Ask user to switch card / pay method. Alternatively user can try again after they resolved the issue with their bank.
75 Allowable number of PIN tries exceeded User exceeded number of PIN failures allowed by issuing bank. Ask user to switch card / pay method or try again later.
78 Blocked, first used The transaction is from a new cardholder, and the card has not been properly unblocked.
80 Credit issuer unavailable Issuing bank down. Try again or ask user to switch card / pay method.
85 No reason to decline a request for account number verification, address verification, CVV2 verification, or a credit voucher or merchandise return This message is returned when the payment was authorised and the amount was zero. There was no reason to refuse.
85 Not declined Valid for all zero amount transactions This message is returned when the payment was authorised and the amount was zero. There was no reason to refuse.
91 Issuer unavailable or switch inoperative Issuer or issuer processor cannot authorize, for example because of downtime.
91 Authorization Platform or issuer system inoperative Issuing bank down. Try again or ask user to switch card / pay method.
92 Destination cannot be found for routing User is using a test card number on live. Ask user to switch card or payment method.
92 Unable to route transaction User is using a test card number on live. Ask user to switch card or payment method.
93 Transaction cannot be completed; violation of law Issuing bank will not allow this transaction. Ask user to switch card or payment method.
96 System malfunction Issuing bank down. Try again or ask user to switch card / payment method

Is there an explanation available for the raw 3D Secure responses?

Response codes provided by the 3D Secure lookup are:

3D Offered

Set to yes if the 3D Secure Protocol was offered to the card holder. The raw response in brackets is explained as below:

Raw Response Description
Y Enrolled
U Authentication Unavailable
N Not Enrolled (the card is not enrolled for 3D Secure)
N/A Unable to verify

3D Authenticated
Whether the card holder has successfully authenticated themselves through the 3D Secure Protocol. The raw response in brackets is explained as below:

Raw Response Description
Y Authenticated
U Issuer is unable to respond
A Authenticated, enrolled while shopping (First usage of the card in combination with 3D Secure authentication)
N Authentication failed
N/A Unable to verify