Manage payments | Adyen Docs (2024)

If you need to refund, cancel, or capture a payment, you can do that either using our APIs, or in your Adyen Customer Area.

On this page, we explain how you can:

• Look up detailed information about payments processed through your Adyen account.
• Refund, cancel, and capture payments in your Customer Area.
• Check why a payment was refused.

Look up payments

In the Customer Area, you can look up information about all payments processed under your company account for different regions and currencies. To see a list of all payments:

1. Log in to your Customer Area.
2. Go to Transactions > Payments.

For each payment, you can see the following information:

• PSP reference: Adyen's unique 16-character reference for this payment.
• Merchant reference: Your reference for this payment.
• Account: The merchant account through which this payment was processed.
  To see only payments processed through a specific merchant account, switch to that merchant account.
• Date: The date of the payment.
• Amount: The amount of the payment.
• Payment method: The payment method used to process this payment.
• Status: The current status of the payment.
• Risk score: The risk score of the payment. This is useful to check if a payment is flagged as fraudulent and refused. To learn more about risk scores, see Risk management.

You can use the Filter bar at the top of the page to filter payments by Date, Status, Amount, Currency, and other properties. You can also use the search box to look for a specific PSP reference, Merchant reference, or payment amount.

Payment details

For more information about a payment, select the PSP reference of that payment in the payments list. This opens the Payment details page, where you can view details such as:

• Payment lifecycle: The history of different statuses that the payment has gone through.
• Payment events: You can find the Acquirer Reference Number (ARN) here, which can be used to track a refund.
• Processing: Includes the fraud score assigned to the payment, whether 3D Secure was applied, and whether a liability shift occurred.
• Transaction cost: Fees associated with the payment.

To see how to look up a payment, you can also watch a video here:

Refund a payment

If you want to return the funds to your shopper (for example, if they returned an item), you need to refund the payment.

To be able to refund payments, you must have the Merchant manage payments user role.

To refund a payment:

1. Log in to your Customer Area.
2. Go to Transactions > Payments, and select the PSP reference of the payment that you want to refund.
   This opens the Payment details page.
3. Select Manage payment in the upper right corner of the page, then Refund payment.

   Refund payment is only available if the payment has been captured (if the status is SentForSettle or Settled).

4. Confirm the details of the refund:
   • Amount: The amount you want to refund. This must be either the same or, in case of a partial refund, less than the captured amount.
   • Reference: Your reference for the refund request.
5. Select the Refund this payment checkbox, then select the Refund payment button in the lower right corner of the page.

To see how to refund a payment, you can also watch a video here:

Cancel a payment

For payment methods that support separate capture, you must cancel the payment before it has been captured (for example, when an item is out of stock). Canceling the payment releases the funds back to the shopper.

To cancel payments, you must have the Merchant manage payments user role.

To cancel a payment:

1. Log in to your Customer Area.
2. Go to Transactions > Payments, and select the PSP reference of the payment that you want to cancel.
   This opens the Payment details page.
3. Select Manage payment in the upper right corner of the page, then Cancel payment.

   Cancel payment is only available if the payment has not yet been captured (if the status is Authorised).

4. Enter the confirmation code and select Cancel payment in the lower right corner of the page.

To see how to cancel a payment, you can also watch a video here:

Capture a payment

For payment methods that support separate captures, you must capture the payment manually, (for example, when the goods have been shipped). Capturing the payment triggers the funds to be transferred from the customer to your account.

To capture payments, you must have the Merchant manage payments user role.

To capture a payment:

1. Log in to your Customer Area.
2. Go to Transactions > Payments, and select the PSP reference of the payment that you want to capture.
   This opens the Payment details page.
3. Select Manage payment in the upper right corner of the page, then Capture payment.

   Capture payment is only available if the payment has not yet been captured (if the status is Authorised).

4. Confirm the payment details:
   • Amount: The amount you want to capture.
   • Reference: Your reference for the capture request.
5. Select Capture this payment checkbox, the Submit capture request.

Check why a payment was refused

To find out more about why a payment was refused:

1. Log in to your Customer Area.
2. Go to Transactions > Payments, and select the PSP reference of the refused payment. This opens the Payment details page.
3. Check the reason for the refusal in the Processing > Acquirer response field. For a list of reasons for payment refusals, see Refusal reasons.
   If the value in the Acquirer response field is FRAUD, you can find out more information within the Customer Area. Select the Fraud scoring number in the Processing section. You can then see the risk results page for the payment. Payments with a fraud score of 100 or more are automatically refused.

If the Acquirer response field only shows Refused, ask your shopper to check with their bank to know why the payment was refused.

To see how to check a refused payment, you can also watch a video here:

Re-authorize a payment

There might be times when you want to re-authorize a payment (for example, if the payment was not captured in time and the authorization expired). If the wrong amount was refunded to a customer, you can also use re-authorize the payment to recover all or part of the funds.

Risks of re-authorizing

• We do not guarantee that you will receive the funds, because the re-authorized payment can still be refused by the issuer. Adyen has no control over this.
• The customer might initiate a chargeback when they see a new charge on their account. We recommend that you reach out to the customer before you re-authorize the payment.
• In the event of a chargeback, you will be liable for the chargeback amount. This is because you initiated the payment, not the customer.

Why Adyen does not reauthorize on behalf of merchant

Adyen does not proactively reauthorize transactions. This is because:

• You can reauthorize a payment in different ways (for example, using a different card or paying with cash), and Adyen might not have full visibility on the latest status of the payment.
• Adyen has no control over the success of reauthorization or the latest status of the payment. We provide you with the reauthorization functionality so you can decide to re-authorize the payment by yourself.

How to re-authorize a payment

You can re-authorize a payment if the most recent journal type is one of the following:

• Cancelled
• Expired
• Refunded
• RefundedBulk
• RefundedExternally

You can only re-authorize payments made using these payment methods:

• Card: Mastercard, Visa, American Express, UnionPay, JCB, Diners, Discover
• SEPA Direct Debit

To re-authorize payments, you must have the Merchant re-authorise payments user role.

To re-authorize a payment:

1. Log in to your Customer Area.
2. Go to Transactions > Payments, and select the PSP reference of the payment you want to re-authorize.
   This opens the Payment details page.
3. Select Manage payment, then Re-authorize payment. If the Re-authorize payment option is not available, check that you have the required user role and that the payment is eligible to be re-authorized.
4. You can optionally fill in the fields below:
   • Amount—if the amount is different from the original transaction amount.
   • Reference: If you leave this blank the original reference for the transaction will be used.
   • Capture delay (hours): The number of hours after which the payment will be captured. Set this to 0 to capture the payment immediately. If you leave this field blank, the capture settings on your account determine when the payment is captured.
5. Check the box to confirm you understand the risks of re-authorizing a transaction.
6. Select Submit re-authorization.

See also