Adyen Merchant Manual. Version 1.10 Adyen B.V.

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1 Adyen Merchant Manual Version 1.10 Adyen B.V.

2 Introduction3 Table of Contents Introduction... 3 Audience...3 Changelog Payment Life-cycle in the Adyen System... 4 What Happens to a Payment After it has been Completed?...4 Received...4 Authorised...4 Refused...4 Error...4 Cancelled...5 Expired...5 SentForSettle...5 Settled...5 SentForRefund...5 Refunded...5 Capture a Payment Account Structure Disputes... 8 Receiving Dispute Notifications...8 Viewing Disputes...8 Defending Disputes Going from Test to Live Requirements...10 Recommendations...10 Diagram Flow First steps in the Live Account Live Merchant Backoffice Settings...12 Publish the Skin from Test to Live...13 Make a Live Payment to Test the Skin...13 Change the URL to Live...13 Make a Payment!...14 Enable Live Payments for All Customers...14 Appendix A: Production and Test URLs...15 Test URLs...15 Production URLs Copyright Adyen B.V. 2015

3 Introduction Introduction The purpose of this document is to serve as a manual for merchants using the Adyen payment service. This document does not describe the technical integration to the Hosted Payment Pages (HPPs) and other Adyen APIs. For this please refer to the Adyen Merchant Integration manual which is also available at the link below. The latest version of this document is available at: https://support.adyen.com/links/documentation Audience This is a technical manual aimed at IT personnel involved in integrating merchants' systems with those at Adyen. Changelog Version Date Changes Changes in the Chargeback description Go LIVE requirements added Minor change to LIVE URLs Added changelog and audience sections Manual reviewed for English and layout consistency Copyright Adyen B.V

4 Payment Life-cycle in the Adyen System 1 Payment Life-cycle in the Adyen System A payment in the Adyen System goes through a number of stages after it has been submitted. This chapter describes these stages and how a payment goes from one stage to another. What Happens to a Payment After it has been Completed? When a payment session has been completed by the shopper on the Hosted Payment Pages the payment attempt is recorded in one of a number of temporary transaction databases awaiting transfer into the Customer Area (CA) Backoffice. This explains why there is a lag between the time of the payment and the time when it can be found in the payment list in the CA. The size of this lag is displayed on the Home page of the CA as the All systems up-to-date time; any payments which were completed before this time will be visible in the payment list. Each payment goes through the same basic sequence of statuses irrespective of the payment method used. A status is considered final if no status additions are possible. The diagram below is a summary of the payment statuses (minus the possible dispute/chargeback process statuses). Payment Statuses in the Adyen System Illustration 1: Payment Statuses in the Adyen System Received Registration of the (validated) payment attempt. All payments have this as their initial status. Authorised The payment has been approved by the financial institution. This status serves as an indicator to proceed with delivery of goods and services. Refused The payment was declined by the financial institution. The payment is also refused if the fraud scoring exceeds 99 points. This is a final status. Error If a payment attempt was validated and received correctly, but an error occurred communicating with 4 Copyright Adyen B.V. 2015

5 Payment Life-cycle in the Adyen System the financial institution, an error status is assigned to the payment. This is a final status. Cancelled A cancellation blocks funds transfer for an authorised payment. It is only possible to cancel a payment when the SentForSettle status has not yet been reached. A cancellation can be submitted through the modification API or from the payment detail page in the CA. This is a final status. Expired When an authorised payment is still open (i.e. has not been cancelled or captured) after 4 weeks it is expired by the system. Funds transfer (capture) is no longer possible. This is a final status. SentForSettle The request for transferring the funds has been sent to the financial institution. After a payment has reached SentForSettle status it is no longer possible to cancel a payment. The only way to undo the payment is to refund it (which may or may not be possible, depending on the payment method). A SentForSettle status is only possible on an Authorised payment and is achieved by sending a capture request through the Modification API, from the CA payment detail page, or by enabling the autocapture feature in the CA (default). Settled The financial institution has transferred the funds to Adyen. SentForRefund The request to reimburse the shopper has been sent to the financial institution. It is not possible to reverse a refund and refunding can only be performed on payments which have passed the SentForSettle stage. Refunded The financial institution has completed the reimbursement to the shopper. Copyright Adyen B.V

6 Payment Life-cycle in the Adyen System Capture a Payment When a payment changes from Authorised to SentForSettle it means that the payment is captured. The capture-delay is the period between Authorised and SentForSettle. Each payment that is Authorised, but not yet SentForSettle, can be captured. When a payment is not yet captured it is possible to partially capture the payment. This means that you do not capture a part of the authorised amount instead of the full authorised amount. The amount left is automatically cancelled. You can capture a payment in 3 ways: 1. Auto-capture functionality You can automatically capture a payment via auto-capture. Set the delay between authorisation and capture on a Merchant Account level under Settings > Merchant Settings (Capture-delay). By default the capture delay is set to 3 days. This means that when a payment is authorised it will be captured automatically after 3 days (72 hours). You can change the capture delay between immediate, 1 day, 2 days,..., 14 days, and manually. Manually means that auto-capture is disabled. For capturing a payment you will then have to use option 2 or 3. With auto-capture the full authorised amount is always captured. If you would like to partial capture a payment you have to use option 2 or The CA interface On the payment details screen of a payment there is a capture button. When you press this button the payment is captured. This is a manual capture. 3. A SOAP Modification You can submit a capture request to our system via SOAP. This triggers the same request as if you press the capture button on the CA interface. With this functionality you can integrate the capture functionality into your own backoffice system. Submitting a capture request via SOAP is also a manual capture. For more information about modifications please see the Adyen Merchant Integration Manual. We recommend to set the capture delay to 3 days (default). This gives you the time to manually check the payment, and cancel it if necessary. For manual captures you will receive a notification (if notifications are enabled for that merchant account). For auto-capture you will not receive a notification. Please note that some payment methods are automatically captured. This means that for these payment methods the capture-delay is always 0 days. 6 Copyright Adyen B.V. 2015

7 Account Structure 2 Account Structure When you are set up on the Adyen system your contact is linked to a Company level account. This account holds all your processing accounts, your users, skins for the payment pages and payment method fees. Your payments are processed over sub-accounts of this Company account called Merchant accounts. Merchant accounts have their own notification settings, financial reports, anti-fraud settings, etc... You will always have a minimum of one Company account with one Merchant sub-account. Depending on your requirements you may choose to add Merchant accounts to your Company. For example if you are selling widgets 1 and have a Company account called WidgetHolding you may process your payments over a Merchant account WidgetShop. If you decide to also start selling grommets in a separate shop you may add a GrommetShop Merchant account to your company. You will have separate reporting and payout on these accounts so that you can manage them separately, but you will also have consolidated reporting at Company level to give you complete financial overview. With user management you can even create users who are only able to to view and manage one of the Merchant accounts and are not able to access the Company view. WidgetHolding (company) WidgetShop (merchant account) GrommetShop (merchant account) In the CA Backoffice you can select the Merchant account by navigating to the Accounts menu and choosing the account from there. On the left top part of the page you will see a visual representation of the account hierarchy. To return to the Company account you click on it in this account hierarchy. 1 Widgets and Grommets are used as imaginary products. Copyright Adyen B.V

8 Disputes 3 Disputes At some point when fulfilling orders a shopper may dispute a payment. A shopper may contact you directly, in which case you can come to a solution with the shopper and possibly perform a (partial) refund of their payment. Alternatively a shopper may raise the dispute directly with their issuer/bank. In this case you will manage the dispute through Adyen. The circumstances under which a payment can be disputed vary depending on the the payment method. Regular bank transfers or ideal payments cannot (normally) be reversed, whereas direct debits and card payments can be. Depending on the type and stage of the dispute you may be able to defend it. Dispute Statuses in the Adyen System Illustration 2: Dispute Statuses in the Adyen System Receiving Dispute Notifications Adyen will notify you using the Notification Service of any disputed payments. You can use these notifications to alert staff of (pending) chargebacks so that they can take appropriate action. The Adyen Merchant Integration Manual describes the technical details of receiving notifications. Dispute Events REQUEST_FOR_INFORMATION Information requested for this payment. NOTIFICATION_OF_CHARGEBACK Chargeback is pending, but can still be defended. ADVICE_OF_DEBIT Not currently used. CHARGEBACK Payment was charged back. CHARGEBACK_REVERSED Chargeback has been reversed (cancelled). Viewing Disputes Any disputes are listed in the CA Backoffice under the Disputes menu. The Disputes menu is only visible if you have selected a Merchant account (see Account Structure). By clicking on the payment reference you can review the original payment. Clicking on the dispute reference shows you the information relating to the dispute. If a dispute is defendable you will have the option to upload defense material. 8 Copyright Adyen B.V. 2015

9 Disputes Defending Disputes If a dispute starts with a notification of chargeback (NOC) or a request for information (RFI) (i.e. not directly as a chargeback ), you have the option to defend against the chargeback by supplying dispute defense material. For the defense material to qualify it should be uploaded within 12 days of the RFI/NOC. Depending on the product you are selling and the dispute reason you should document: Proof of purchase (order information, checkout logs). Information about the shopper (personal details, id, telephone number, IP, account verification , etc...). Proof of delivery / fulfillment (delivery tracking log, product registration). This information should be compiled in a Microsoft Word / OpenOffice Writer document or a PDF file and uploaded on the dispute details page. The status of the dispute will then become InformationSupplied. Note that only one document can be uploaded and that the document should be formatted as A4 or US Letter size in portrait mode. Copyright Adyen B.V

10 Going from Test to Live 4 Going from Test to Live After you have successfully tested your connection to the Adyen Payment Service on our TEST platform you can GO LIVE and process real transactions. To ensure the connection and the system has been correctly tested, these requirements have to be completed: Requirements 1. A Skin has been created (See Skin Manual). 2. Perform TEST transactions with the different payment methods you would like to offer your customers. These tests should be initiated from your web-shop to our TEST platform (See Integration Manual). 3. All these Modifications have been tested (See Integration Manual): Cancellations Captures (manually inclusive) Refunds (partial amount and complete amount) A subscription to a daily report has been enabled and reconciled. For example: Payment Accounting Report 4. Successful testing of notification for each of the following event codes (See Integration Manual): AUTHORISATION CANCELLATION REPORT_AVAILABLE CAPTURE REFUND Recommendations Below are some recommendations that we would like you to keep in mind, to ensure a better experience using our services: 1. The country code parameter is being sent in your payment requests. It forces showing payment methods for the related country, instead of detecting the country from the shopper's IP. 2. The merchant reference is controlled on your side, avoiding re-using the same one for several payments. 3. System messages have been configured for any user. 10 Copyright Adyen B.V. 2015

11 Going from Test to Live Diagram Flow This diagram flow represents these steps: Illustration 3: Going from Test to Live requirements flow Once the above requirements have been performed, you would be ready to GO LIVE. You can contact your Account Manager and let us know you are interested to start processing on our LIVE platform. Alternatively please contact Copyright Adyen B.V

12 First steps in the Live Account 5 First steps in the Live Account After you notify us you are ready to go live and we have received the signed contract from you, the go LIVE procees would start. Adyen will copy all Merchant and User accounts from TEST to LIVE and will setup your account on the LIVE system according to the contract details. Note that your TEST account will remain valid. Once it has been done, the steps you would have to follow would be the following: Ensure the settings in the LIVE merchant backoffice are correct. Publish the skin from TEST to LIVE. Make a live payment using the skin testing facility. Change the URL in your shopping system to reflect the Adyen live servers. Make a payment yourself in your own shop and check if the payment is processed correctly. Enable live payments for your customers. Live Merchant Backoffice Settings The LIVE Merchant Customer Area (CA) Backoffice can be found on the following URL: https://ca-live.adyen.com/ca/ca/login.shtml Login with the credentials provided to you (also see above) and go to the following menu: Settings > My User Enter your current password, enter a new password twice in the form, then press Save. Settings > Notifications The notification configuration is not copied from TEST to LIVE initially so you have to enter a new notification configuration for LIVE. Settings > Merchant Settings Make sure that the capture-delay is set to the correct value. Setting the value to manual means that you will have to submit a capture request yourself for each payment like card and elv payments. The HMAC Secret does not have to be changed as every skin includes a test as well as a live HMAC Secret. 12 Copyright Adyen B.V. 2015

13 First steps in the Live Account Publish the Skin from Test to Live The skin contains shop-specific settings such as branding and payment method support. You can have multiple skins. You always create a skin on our TEST system and then publish it to LIVE. Please see our separate Skin Creation Manual for more information. Please make sure that the LIVE HMAC Secret is setup correctly in the skin. Login to the test Merchant Backoffice on the following URL: Then go to: https://ca-test.adyen.com/ca/ca/login.shtml Skins > (select your skin) > Publish > Publish to live You will see the message Successfully copied the skin from Test to Live. Make a Live Payment to Test the Skin After publishing the skin to LIVE you are ready to make a first payment on LIVE with the skin. Please note that you do this from within the TEST merchant backoffice so don't logout yet. Skins > (select the same skin) > Test Make sure that the skin version on LIVE is the same as on TEST (this should be the case after publishing, however there can be a delay of 5 to 10 minutes). Then do the following: Select the Live System radio button Generate payment form > Test Now! Now you will see the hosted payment page formatted according to your skin. You can make a payment which is processed on LIVE. Change the URL to Live In your shopping environment you make a redirect to Adyen's Hosted Payment Pages. For LIVE this URL should be changed to: https://live.adyen.com/hpp/pay.shtml (for the one-page payment flow) https://live.adyen.com/hpp/select.shtml or https://live.adyen.com/hpp/details.shtml (for the multi-page payment flow) Copyright Adyen B.V

14 First steps in the Live Account Make a Payment! Now it is time to make your first live payment. You can make a payment with a real credit card and see if the whole process functions correctly. Check if the payment is processed correctly in the shop environment and that you receive the Authorised notification. Furthermore lookup the payment in the live Adyen merchant backoffice to check if all fraud settings and other payment details are right. With credit card payments you can cancel transactions afterwards so that no actual funds are withdrawn from your card. If you want to make a full live payment cycle, however, capture the transaction and see it being settled and appearing on your credit card statement. Some payment methods such as ideal do not offer a cancel operation. In this case money will always transfer from your bank account to your merchant account. Enable Live Payments for All Customers If the payment is processed correctly you can enable the live payments for all your customers and you are live with Adyen. 14 Copyright Adyen B.V. 2015

15 First steps in the Live Account Appendix A: Production and Test URLs Test URLs Merchant Backoffice Hosted Payment Pages Hosted Payment Pages (One Page) https://ca-test.adyen.com/ca/ca/login.shtml https://test.adyen.com/hpp/select.shtml https://test.adyen.com/hpp/pay.shtml Production URLs Merchant Backoffice Hosted Payment Pages Hosted Payment Pages (One Page) https://ca-live.adyen.com/ca/ca/login.shtml https://live.adyen.com/hpp/select.shtml https://live.adyen.com/hpp/pay.shtml Copyright Adyen B.V

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