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GO TO AnchorTOPTOP

- GET STARTED WITH S-PAY

- FREQUENTLY ASKED QUESTIONS

- FREQUENTLY ASKED QUESTIONS

- FREQUENTLY ASKED QUESTIONS

- FREQUENTLY ASKED QUESTIONS

- FREQUENTLY ASKED QUESTIONS

GET STARTED WITH SECUTIX PAY (also known as S-PAY) AnchorGET STARTED WITH SECUTIX PAYGET STARTED WITH SECUTIX PAY
Ui expand
titleHow do I access S-PAY?

Go to https://authn-live.adyen.com/

You will need to enter your username, account name, and password.

Ui expand
titleWhat information can I find in S-PAY?

Once you have access to S-PAY, you can start to manage your account, view your payments performance, and perform day-to-day business activities.

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MANAGE ACCOUNTS AND USERS AnchorMANAGE ACCOUNTS AND USERSMANAGE ACCOUNTS AND USERS
Ui expand
titleHow do I request a new user?

You can request a new user by raising an assistance case via the customer self-service portal.

The new user will receive an email with a link to generate a password for their S-PAY account. This link expires after 24 hours. If the link expires, you need to send a password reset email.

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titleHow do I request to deactivate a user?

If a user should no longer have access to your account, for example because they left your company, you need to deactivate the user. Due to auditing reasons, you can only deactivate a user, not delete them.

You can request to deactivate a user by raising an assistance case via the customer self-service portal.

Ui expand
titleHow do I request to delete a user?

Due to auditing reasons, you can only deactivate a user, not delete them.

You can request to deactivate a userby raising an assistance case via the customer self-service portal

GO TO
Anchor
TOP
TOP

- GET STARTED WITH S-PAY

- FREQUENTLY ASKED QUESTIONS

- FREQUENTLY ASKED QUESTIONS

- FREQUENTLY ASKED QUESTIONS

- FREQUENTLY ASKED QUESTIONS

- FREQUENTLY ASKED QUESTIONS

GET STARTED WITH SECUTIX PAY (also known as S-PAY)
Anchor
GET STARTED WITH SECUTIX PAY
GET STARTED WITH SECUTIX PAY
Ui expand
titleHow do I access S-PAY?

Go to https://authn-live.adyen.com/

You will need to enter your username, account name, and password.


Ui expand
titleWhat information can I find in S-PAY?

Once you have access to S-PAY, you can start to manage your account, view your payments performance, and perform day-to-day business activities.

↑ GO TO TOP

MANAGE ACCOUNTS AND USERS
Anchor
MANAGE ACCOUNTS AND USERS
MANAGE ACCOUNTS AND USERS

Ui expand
titleHow do I request a new user?

You can request a new user by raising an assistance case via the customer self-service portal.

The new user will receive an email with a link to generate a password for their S-PAY account. This link expires after 24 hours. If the link expires, you need to send a password reset email.


Ui expand
titleHow do I request to deactivate a user?

If a user should no longer have access to your account, for example because they left your company, you need to deactivate the user. Due to auditing reasons, you can only deactivate a user, not delete them.

You can request to deactivate a user by raising an assistance case via the customer self-service portal.


Ui expand
titleHow do I request to delete a user?

Due to auditing reasons, you can only deactivate a user, not delete them.

You can request to deactivate a userby raising an assistance case via the customer self-service portal.


Ui expand
titleHow do I reset my password?

You can request a new user by raising an assistance case via the customer self-service portal.

You will receive an email with a link to generate a password for your S-PAY account.


Ui expand
titleHow do I add or remove user roles?

You can control a user's permissions by assigning roles. A user can have one or more roles, depending on which tasks they need to perform.

You can request to add or remove a user role by raising an assistance case via the customer self-service portal.


Ui expand
titleWhat are the different user roles in S-PAY?

Below are all the possible roles a user can have in S-PAY. 

RoleEnabled by defaultPermissions
Merchant allowed own password reset

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The user can reset their own password. If you disable this role, the admin user needs to personally perform password resets for this user.
View payments250px

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The user can look up payments, and access the payment search pages.
Merchant manage payments

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The user can refund payments. This role must be combined with the View Payments role.
Merchant dispute management

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The user can manage payment disputes (including chargebacks and RFIs) and upload defense documents.
Merchant report role

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The user can download, generate, and subscribe to all reports.
Generate reports

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The user can download and generate all reports.
Download reports

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The user can download all reports.
Merchant POS Terminal View role

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The user can view terminals and stores.
Merchant user management
The user can create users, change user permissions, and give out all roles that they themselves have.
Merchant manage bank accounts
The user can manage bank accounts for receiving payouts from S-PAY.


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PAYMENTS
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PAYMENTS
PAYMENTS

The Payments section contains a list of all your payments. You can filter by criteria such as status or payment method, and view detailed information about individual payments.

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titleHow do I view all payments?

To view a list of all payments:

  1. Log in to S-PAY.
  2. Go to Payments. This opens a list of all payments processed through your merchant account.

To download the full payments list as a CSV file, select Export in the upper-right corner.

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Ui expand
titleHow do I look up an individual payment?

To look up individual payments on the payments page, you can use either:

  1. The search bar at the top of the payments list.
  2. The Filters menu in the upper-right corner. You can filter payments by date, status (for example Settled or Refused), amount, shopper interaction (Ecommerce or Point of Sale), payment method, and store.

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Ui expand
titleHow do I view the details of a payment?

Selecting a specific payment in the list opens a panel with the following tabs:

- Overview: detailed information about the payment.
- Cancel/Refund: if it is possible to cancel or refund this payment, you can do so here.
- History: the statuses that the payment has gone through.
- Receipt: the receipt for the payment (only available for point-of-sale payments processed through a terminal).


Download reports

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The user can download all reports.Merchant POS Terminal View role

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The user can view terminals and stores.Merchant user managementThe user can create users, change user permissions, and give out all roles that they themselves have.Merchant manage bank accountsThe user can manage bank accounts for receiving payouts from S-PAY.

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PAYMENTS AnchorPAYMENTSPAYMENTS

The Payments section contains a list of all your payments. You can filter by criteria such as status or payment method, and view detailed information about individual payments.

Ui expand
titleHow do I view all payments?

To view a list of all payments:

  1. Log in to S-PAY.
  2. Go to Payments. This opens a list of all payments processed through your merchant account.

To download the full payments list as a CSV file, select Export in the upper-right corner.

Image Removed

Ui expand
titleHow do I look up an individual payment?

To look up individual payments on the payments page, you can use either:

  1. The search bar at the top of the payments list.
  2. The Filters menu in the upper-right corner. You can filter payments by date, status (for example Settled or Refused), amount, shopper interaction (Ecommerce or Point of Sale), payment method, and store.

Image Removed

Ui expand
titleHow do I reset my password?

You can request a new user by raising an assistance case via the customer self-service portal.

You will receive an email with a link to generate a password for your S-PAY account.

Ui expand
titleHow do I add or remove user roles?

You can control a user's permissions by assigning roles. A user can have one or more roles, depending on which tasks they need to perform.

You can request to add or remove a user role by raising an assistance case via the customer self-service portal.

Ui expand
titleWhat are the different user roles in S-PAY?

Below are all the possible roles a user can have in S-PAY. 

RoleEnabled by defaultPermissionsMerchant allowed own password reset

Image Removed

The user can reset their own password. If you disable this role, the admin user needs to personally perform password resets for this user.View payments250px

Image Removed

The user can look up payments, and access the payment search pages.Merchant manage payments

Image Removed

The user can refund payments. This role must be combined with the View Payments role.Merchant dispute management

Image Removed

The user can manage payment disputes (including chargebacks and RFIs) and upload defense documents.Merchant report role

Image Removed

The user can download, generate, and subscribe to all reports.Generate reports

Image Removed

The user can download and generate all reports.
cancel or refund a payment?

If you want to return the funds to the customer, then you need to cancel or refund the payment:

  • If the payment status is Authorised, you need to cancel the payment.
  • If the payment status is SentForSettle or Settled, you need to refund the payment.

To cancel or refund a payment, you need to have the Merchant manage payments user role.

To cancel or refund a payment:

  1. Log in to S-Pay.
  2. Go to Payments.
  3. Select or search for the payment you want to cancel or refund. If the payment can be canceled or refunded, you see a Cancel tab or a Refund tab.
  4. Select the Cancel tab or the Refund tab.
  5. In the Refund amount box, enter the amount that you want to refund. This can be either the full authorised amount, or part of the authorised amount. When cancelling a payment, the cancelled amount is always the full authorised amount.
  6. Select Cancel payment or Refund payment.
  7. Select Confirm to send the cancel or refund request.

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Ui expand
titleWhat happens when you take a payment?

Regardless of the payment method, each payment goes through the same basic status sequence. The diagrams below show the sequence of statuses for successful and refunded payments.

Successful payments

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Refunded payments

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Ui expand
titleWhat are the different payment statuses?

Received
Received is the initial status of all payments. It is the registration of a validated payment attempt. This is where we charge the gateway or processing fees for the transaction.

Authorised
The status changes to Authorised when the shopper's bank confirms that the shopper has the available funds in their account. At this point you can proceed with the delivery of goods and services.

SentForSettle
The status changes to SentForSettle when the request for transferring the funds has been sent to the shopper's bank. At this point it's no longer possible to cancel the payment, and you would need to refund it instead.

Settled
The status changes to Settled when the shopper's bank has transferred the funds to Adyen. The funds will be added to your next payable batch.

SentForRefund
SentForRefund means that the refund is on its way.

Refunded
Refunded means that the shopper has received their money. The funds will be deducted from your next payable batch.

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RISKS AND DISPUTES
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RISKS AND DISPUTES
RISKS AND DISPUTES

In the Disputes section you can view all disputes, including the reason codes for the disputes. 

Ui expand
titleHow do I view the details of a paymentdisputes?

Selecting a specific payment in the list opens a panel with the following tabs:

- Overview: detailed information about the payment.
- Cancel/Refund: if it is possible to cancel or refund this payment, you can do so here.
- History: the statuses that the payment has gone through.
- Receipt: the receipt for the payment (only available for point-of-sale payments processed through a terminal)

To view a list of all disputes:

  1. Log in to S-PAY.
  2. Go to disputes.

The Disputes section shows a list of transactions that have been disputed, as well as their:

- Status: Whether you have Won or Lost the dispute.
- Reason code: Why the transaction is disputed. 
- Expiration: You have until this date to defend the dispute.
- Disputed amount: The value of the transaction being disputed.

Image Added

You can filter by disputes that require action, and either:
- Upload defense documents.
- Accept the dispute.

To make sure that you're informed when a chargeback occurs, you need to subscribe to the chargebacks system messages.


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titleHow do I cancel or refund defend a paymentdispute?

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titleQuestion

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RISKS AND DISPUTES AnchorRISKS AND DISPUTESRISKS AND DISPUTES

In the Disputes section you can view all disputes, including the reason codes for the disputes. 

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titleQuestion
Answer
  1. Go to Disputes.
  2. Select Needs action in the drop-down menu above the disputes list, and select the dispute that you want to defend.

This opens a page where you can see which documentation is required, and upload the documentation.

Examples of defense documentation are:

- Copy of receipt.

- Shopper information + Device ID.

- Communication where the cardholder confirms possession of the goods.

- Proof that terms and conditions were clearly communicated to the cardholder before the transaction was processed.


Answer
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titleQuestion
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How do I accept a dispute?

You may decide to accept a dispute to avoid a lengthy (and possibly costly) dispute process, especially if you agree with the dispute.

  1. Go to Disputes.
  2. Select Needs action in the drop-down menu above the disputes list, and select the dispute that you want to accept. When you accept the dispute, it will have a final status of Chargeback, and the dispute cycle ends.


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FINANCE
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FINANCE
FINANCE

Find out how you get the money from the payments processed with S-PAY.

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REPORTS
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REPORTS
REPORTS

Find out how you get the money from the payments processed with S-PAY.

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