Training Checklist - Adyen Onboarding

Updated: 03/01/2024

Updated by: Ethan Sheppard

The following items are a list of training points every customer is expected to receive when being setup on our payment processing system in order to give them the proper expectations and reduce future cancellations

1. Changing Bank Account
   • Show how they can edit the Bank Account on the Profile Page via the pencil icon on the line for the Bank Account
2. Add Multiple Users
   • Where to add users
   • In the case where they have multiple Payment Accounts, explain that they can’t make multiple users with the same email, instead will have to link their accounts together and grant access to the multiple accounts.
3. Rates + Fee schedule
   • Where to find rates (may have to clarify with them what CP and CNP rates mean)
   • What our fee schedule is (per deposit, there isn’t a monthly bill alo meaning no service or monthly/yearly fees)
   • How that differs to what they have today and how they can easily reconcile differently to account for the change (Payout Report, using ‘Collected’ and ‘Net’ amounts)
4. Payouts

   • Show customer where the payout report is

   • Default Option: Midnight batch at a two business day deposit schedule.

     Next Day Option: On the Profile page, click the pencil icon on the line for Sweep Information to change it to Next Day depending on their time zone.

   • Explain how weekend payout schedule works (can reference here)

   • Payout will include net amount as explained above with fees being taken out per deposit

5. Payment Status
   • They can check on the status of payments in the Payments tab where it lists every transaction attempt.
6. Refunds
   • All transactions from the previous processor we can’t refund and must be refunded with store credit, check, or cash
   • We only refund to the credit card used for the original transaction
   • Are able to refund as far back as the card is still good for
   • When a refund occurs, rather than withdrawing that from the customer's bank account, we front the money and make it up over the next few days of transactions
7. Virtual Terminal
   • IMPORTANT: Accounts will initially have this disabled by default. As they process with us, this will eventually be automatically enabled—possible expedition on request.
   • Meant as a backup if their software is down, and they still need to process cards.
   • Explain how it doesn’t speak back to the POS
8. Tokenization
   • Suggested filter question: “Do you bill customers monthly for things like subscriptions, or rentals?”
   • (If yes) We don’t automatically bring over their saved credit cards from their previous processor
   • If (yes) you have a couple of option
     1. Option 1: Contact current processor to see if they support moving that information over into a different processor’s system and find out how much they charge for that service (may not be an option since it helps the client move away form them)
     2. Option 2: Manually re-save the customer cards to capture their tokens again.
9. Receipt Printing
   • Depending on the brand, this can be an option for the terminal to print out a basic receipt just for the card payment.Right now it is not itemized and doesn’t print a daily summary of charges.
10. Hardware Best Practices
    • Turn off and charge readers every night (will look for any updates on power up in the mornings)
    • If they need an Ethernet option,we sell Ethernet Cradles to provide power and Ethernet to the device.
11. Future Support
    • Moving forward, all support will come through support@[insert brand].com and general support number
12. (Only if Asked) Chargebacks
    • Handle them like every other processor
    • $15 charge to service the transaction regardless if they win or lose
    • Funds will immediately be withdrawn from their account and they will receive a notice via email regarding the dispute
    • Should have 90 days to provide evidence via email
    • As unfortunate as transactions are, industry data suggests the majority of merchants lose disputes regardless of if they have the proper documentation or not, we do however have helpful tips to help them prevent such cases as best they can. You may reference here
13. (Only if Asked) Mobile Use
    • POS must be present in order to use card terminals (not a stand-alone device)
    • Recommend using a tablet or laptop to operate the POS
    • Potentially could use the virtual terminal online however would have to understand the nuances behind that
14. (Only if Asked) Surcharging
    • Do not support it - because it isn’t legal in all states and the states it is legal in it is illegal in certain counties and cities
    • The card networks are cracking down on preventing merchants from doing this
    • If they really are set on passing fees over to customers, they can explore Cash Discounting, essentially raising normal product prices to account for the fee and then offering a discount if they pay in cash