S-PAY FAQs

S-Pay is an all-in-one payment platform, which provides a B2C payment experience for your customers. You can use S-Pay to view your payments performance, and perform day-to-day business activities. 

1. Go to https://essentials-live.adyen.com/.
2. You will need to enter your username, account name, and password.

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.

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.

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.

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.

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.

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.

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

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.

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.

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).

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.

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

Refunded payments

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.

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.

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.

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.

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.

The funds for all transactions that S-Pay processes for you are sent to your payout account. This is the bank account that you provided as your payout account during onboarding.

If you have multiple merchant accounts, you will get a separate payout for each merchant account, even if you are using the same payout account for all your merchant accounts.

The funds from one sales day are assigned to a payable batch. This payable batch is paid out to you with a payout delay of a fixed number of business days.

Sales day
The sales day for a transaction is the day when the request for transferring the funds has been sent to the shopper's bank. This is when the payment status becomes SentForSettle.

For payment methods that support separate authorisation and capture, sales day is the day when the payment was captured. For example, when using a capture delay of 24 hours, a payment that is authorised on Monday will have its sales day on Tuesday.

Payable batch
A payable batch corresponds to one payout to your bank account. The payable batch is made up from your sales figure, from which we subtract:

- Transaction costs.

- Refunds.

- Chargebacks.

- Other adjustments, for example if we already sent you the funds for a transaction, but could not receive these funds from the shopper's bank.

For the most up-to-date information about the current payable batch, check the Payouts section of S-Pay.

Refunds, chargebacks, and other adjustments are added to the payable batch as they occur, and are not related to the sales day of the original transaction.

For each payable batch that closes, we create a Settlement details report. The settlement details report report contains information about one payout to your bank account. This includes transactions that were credited or debited to your account, and the costs associated with these transactions.

Answer.

The payout delay determines how many days after the sales day SECUTIX will instruct the payout.

SECUTIX does not instruct payouts on weekends or bank holidays. This means there is no payout for a particular currency on days when there is a bank holiday in that currency's country.

After the payout day, it may take up to two days for the payout funds to arrive in your account. This depends on the currencies and banks involved.

If you have several merchant accounts, you may add a separate payout account for each merchant account.

To change a payout account, you need the Merchant manage bank accounts user role.

1. Log in to S-Pay.
2. Switch to the merchant account for which you want to change the payout account.
3. Go to Account settings.
4. Select Add payout account.
5. Enter your bank account number, and upload a proof of bank account.
6. Select Submit.

After our team has reviewed and approved your payout account details, you start receiving payouts on the new account.

If there is an issue with verifying the new bank account, you will keep receiving payouts in your existing bank account.

You can track the progress of your payout account review in your Account settings.

SECUTIX issues a monthly invoice that includes a full specification of the costs of payment processing.

You can get the invoice in the S-Pay dashboard. SECUTIX also sends the invoice to the email address of the signatory you chose during onboarding.

To see and download your invoice, you must have the Merchant financial user role.

To see and download your invoice:

1. Log in to S-Pay.
2. Go to Finance, then select Invoice overview.
3. You can see all of your invoices in the page.

Receive invoices in your email
To specify a different email address for receiving Payment processing, Terminal sales, and Terminal services invoices:

1. Log in to your S-Pay.
2. Go to Account settings.
3. Under Invoice settings, in the input field for each type of invoice, enter the email address.

1. Log in to S-Pay.
2. Go to Finance, then select Payouts. You'll see a Sales tab and a Payouts tab.

Sales

In the Sales tab, you'll see an overview of sales history in a given period. Hovering over the graph shows you which of the funds are Pending, Ready for payout, or Paid out.

Clicking on a payout in the dashboard, you'll see more information about this payout, including the number of the payable batch. The Payout column should match the amount that has been transferred to your bank account.

In the right-most column, you can directly download the corresponding Settlement details report.

Payments

In the Payouts tab, you'll see your payout history.

Clicking on a payout in the dashboard, you'll see more information about this payout, including the number of the payable batch. The Payout column should match the amount that has been transferred to your bank account.

In the right-most column, you can directly download the corresponding Settlement details report.#

If you want to validate funds received in your bank account against the day of sale, you can do so by using the aggregate settlement details report.

This report contains an overview of funds settled to your bank account in a certain period. The payouts are summarised by Store, Payment method, the Day of sale, and Settlement batch.

Note that the aggregate settlement details report is not equal to the sales made in the month. If you want to review the sales made and the payouts for these sales, you'll need to adjust your report to:

1. Align with your payout delay, for example two business days.
2. Exclude payouts for sales made in the previous month, if any.
3. Include payouts from the next month that relate to sales in the current month.

The Aggregate settlement details report shows details of payout batches in a specific date range. You can use this report to validate funds received in your bank account against the day of sale. For each settlement batch, the report shows credits, debits, and counts of transactions for all payment journal type entries.

To generate and download the Aggregate settlement details report, you must have the Merchant report user role.

1. Log in to S-Pay.
2. Go to Finances, then select Aggregate settlement.
3. This opens a page with all Aggregate settlement details reports that have been generated.
4. Select Generate report to generate the report manually, or Modify automatic generation to have the reports generated automatically.

The Payment accounting report includes Payments lifecycle status changes, events, and modifications for all transactions. You can use this report to see the costs associated with different statuses and perform invoice reconciliation.

To generate and download the report, you must have the Merchant report user role.

1. Log in to S-Pay.
2. Go to Finances, then select Interactive payment accounting.
3. Select Generate report and select the date range.

The Settlement details report is automatically generated every time we make a payout to your bank account. It includes the details of payments that have been settled and paid out to you in one batch by Adyen. You can use this report to see the costs of each transaction and validate the funds you received in your bank account.

To download this report, you need to have the Merchant report user role.

1. Log in to S-Pay.
2. Go to Finances, then select Settlement details.
3. This opens a page with all Settlement details reports that have been generated.
4. You can search by batch number, or select Generate report to download a report in a specific file type.