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 userby 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 assigningroles. 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.
Role
Enabled by default
Permissions
Merchant allowed own password reset
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
The user canlook up payments, and access the payment search pages.
Merchant manage payments
The user canrefundpayments. This role must be combined with theView Paymentsrole.
Merchant dispute management
The user canmanage payment disputes(including chargebacks and RFIs) and upload defense documents.
Merchant report role
The user can download, generate, and subscribe to all reports.
Generate reports
The user can download and generate all reports.
Download reports
The user can download all reports.
Merchant POS Terminal View role
The user can view terminals and stores.
Merchant user management
The user cancreate users, change user permissions, and give out all roles that they themselves have.
ThePayments sectioncontains a list of all your payments. You can filter by criteria such as status or payment method, and view detailed information about individual payments.
To view a list of all payments:
Log in toS-PAY.
Go toPayments. This opens a list of all payments processed through your merchant account.
To download the full payments list as a CSV file, selectExportin the upper-right corner.
To look up individual payments on the payments page, you can use either:
The search bar at the top of the payments list.
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 thepayment statusisAuthorised, you need to cancel the payment.
If thepayment statusisSentForSettleorSettled, you need to refund the payment.
To cancel or refund a payment, you need to have theMerchant manage paymentsuser role.
To cancel or refund a payment:
Log in to S-Pay.
Go toPayments.
Select or search for the payment you want to cancel or refund. If the payment can be canceled or refunded, you see aCanceltab or aRefundtab.
Select theCanceltab or theRefundtab.
In theRefund amountbox, 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.
SelectCancel paymentorRefund payment.
SelectConfirmto 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.
In theDisputes sectionyou canview all disputes, including thereason codesfor the disputes.
To view a list of all disputes:
Log in to S-PAY.
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.
Go to Disputes.
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.
Go to Disputes.
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.