It appears that Adyen has charged my credit card or bank account.
Your bank statement may show “Adyen” instead of the name of the business you made a purchase with...
Your bank statement may show “Adyen” instead of the name of the business you made a purchase with. In some cases, you may see “Adyen”, combined with the business name. It’s most likely that you’ve purchased something from one of our customers.
If you need any help with a payment you made (to change your order, or request a refund), you will need to contact the business directly. We’re unable to make changes or process refunds on behalf of businesses who use our technology.
If you’re still not sure who requested the charge, we can help you identify the merchant by filling in a payment information request
A shopper says they did not receive a refund. How can I check this?
Check the status of the transaction in the Customer Area. From your Merchant account, go to Trans...
Check the status of the transaction in the Customer Area. From your Merchant account, go to Transactions > Payments > [PSP Reference].
Then, go to the History section. If the most recent status is:
|Refunded||The funds were returned to the shopper's bank.|
|RefundedExternally||The funds were returned to the shopper's bank.|
|RefundedBulk||The funds were returned to the shopper's bank.|
|SentForRefund||The refund is still being processed. The funds are still in your account.|
The customer did not receive the funds. The funds were returned to Adyen, and are back in your account.
It is possible the shopper’s bank account is no longer valid.
|RefundFailed||The customer did not receive the funds. An issue occurred and the funds are still in your account.|
Note: For most credit card transactions, the shopper can also track the refund using the Acquirer Reference Number (ARN). This is a unique number assigned to the transaction by the merchant's bank.
For E-commerce credit card payments for Visa and MC, you can download a ‘Refund Letter’ from the Adyen Customer Area and send this to the shopper.
The shopper should contact their bank, who can use the ARN or Refund Letter to track the refund.
To find the ARN number, go to the Customer Area > Transactions > Payments > [PSP Reference] > ARN Number: [ARN Number].
Where can I find the Acquirer Reference Number (ARN)?
You can find the ARN in Customer Area > Transactions > Payments > [PSP Reference] > ARN Number: [...
You can find the ARN in Customer Area > Transactions > Payments > [PSP Reference] > ARN Number: [ARN Number]
In credit card transactions, the ARN is a unique number assigned to a transaction when it goes from the merchant's bank (acquiring Bank) through to the card scheme at the cardholder's bank (Issuer).
The ARN can be used to track a payment or refund. The shopper should contact their bank, who can use the ARN to track the refund.
Changes to the Refund Reserve balance
Adyen is improving the Refund Margin; it will be replaced by the Refund Reserve. The Refund Reser...
Adyen is improving the Refund Margin; it will be replaced by the Refund Reserve. The Refund Reserve is a reserve held on your account for funding refunds, third party payouts, and chargebacks. This allows you to execute refunds and third party payouts immediately, even if settled amounts are not available on the merchant account.
From July 30th 2019, the Refund Reserve will replace the current Refund Margin for existing merchants.
Overview of changes
Refund Margin (old)
Refund Reserve (new)
Configured as part of the deposit
Separate RefundReserve balance
A negative payable balance result in a BalanceTransfer (credit) in your payable batch
A negative balance will result in a ReserveAdjustment (credit) in your payable batch
Funding the Refund Margin results in a DepositCorrection (debit) in your payable batch
Funding the Refund Reserve results in a ReserveAdjustment (debit) in your payable batch
On July 30th 2019, Adyen will update all merchants from Refund Margin to Refund Reserve. The update will clear Refund Margin balances and transfer the funds to the Refund Reserve.
After the update, the value of the refund reserve can be amended to the merchant’s preference.
In terms of reporting, the change from the Refund Margin to the Refund Reserve will be exhibited in the Settlement Detail Report as follows:
- DepositCorrection - credit correction, releasing the refund margin into the payable
- ReserveAdjustment - debit correction, moving funds from the payable into the refund reserve
- RefundReserve will be a new section on the Payment Balance sheet which is used in:
- Daily/Monthly Finance Report
- Aggregate Settlement Report
- ReserveAdjustment will be a new journal which is used in:
- Settlement Detail Report
- Daily/Monthly Finance report
- Aggregate Settlement Report
An example of the reports with the changes can be downloaded below.
For more information, contact our Support team.
How do I refund a payment from the Customer Area?
In order to refund a payment via the Customer Area: Go to Transactions >> Payments Find the paym...
In order to refund a payment via the Customer Area:
- Go to Transactions >> Payments
- Find the payment that you want to refund from the Payments list
- Go to the Operations panel on the payment detail page
- Enter or change* the amount to be refunded
- Click Send Refund
In case the Refund option is not displayed:
- Your user does not have rights to refund payments (please reach out to your admin user)
- The payment method does not support refunds, or a refund is not possible anymore at this point in time
Further details on refunding payments here.
* If you are not able to enter an amount, only the full payment amount is refundable.
What funds do I have available to refund shoppers?
The funds that you have available to refund your shoppers are referred to as in-process funds. Yo...
The funds that you have available to refund your shoppers are referred to as in-process funds. You can see what refund amounts are available on the Welcome page of your Customer Area, under Refund Indicator.
Note: If this does not appear in your Customer Area, you can add the widget by clicking Customise this page, and selecting Refund Indicator in the Widget Dock.
There are two types of refunds shown in the Refund Indicator:
- Refund amount for cards: the balance you have available for refunding card payment methods, such as Visa and Mastercard. This is made up of your payable balance + capture balance + refund margin, and you will not be able to process card refunds if this amount is negative.
- Refund amount for non-cards: the balance you have available for refunding non-card payment methods, such as SEPA Direct Debit or iDEAL. This is calculated from your payable balance + refund margin, and you will not be able to process non-card refunds if this amount is negative.
If you are unable to process refunds, you can increase your in-process funds by either:
- Waiting until you have processed more payments. This will increase the in-process funds you have available to make refunds.
- Increasing your payable balance by transferring funds to Adyen. For more information, please refer to this article.
- Reserve an amount on your Adyen account for processing refunds (referred to as a “Refund Reserve”). For more information, contact your Account Manager or Sales Support.
How can I increase the available funds for doing refunds?
To increase the available (in-process) funds for doing refunds you can: Wait until you have proc...
To increase the available (in-process) funds for doing refunds you can:
- Wait until you have processed more payments, so you have more funds to refund payments.
- Transfer funds to our bank account
If you decide to transfer funds to our bank account, please use the following details:
Beneficiary: Adyen N.V.
IBAN: NL 48 RABO 0132 394 782
Reference: 'RefundMargin 'NAME MERCHANT ACCOUNT'
Note: The transferred funds will be available for refunds as soon as we have received them in our bank account (this can take up to 3-4 business days).
What does "Insufficient in-process funds" mean?
This means that there aren't enough funds in your merchant account to process the refund. You ca...
This means that there aren't enough funds in your merchant account to process the refund.
You can activate the Refund Indicator widget on your Home screen to see how much money you have available on your accounts for refunds. For this, in your Live Customer Area go to Home > Customise this page (right top).
From there you can drag the Refund Indicator widget onto your Home screen, which will show the available balance for doing refunds.
Further information to increase the in-process funds can be found in this article.