Adyen Overview

Adyen May Have Overcharged You

If you accepted credit cards through Adyen or any other credit card processing company between 2017 and 2019, recent changes to the law may entitle you to refunds of certain debit card and credit card processing errors and overcharges. See this post to find out if your were among the businesses affected and to learn how you can get your money back.

A Global Payment Processor

Headquartered in Amsterdam, Adyen is a merchant account provider that offers online, mobile, and in-person international payment processing. The company prominently advertises interchange-plus pricing. The service claims that it was founded in 2006 and that it is a direct global processor with Visa and MasterCard that can process and settle payments in any country or currency. In December 2014, Adyen raised $250 million in venture capital to expand its payments platform. As of February 2017, it claims to process more than $90 billion internationally per year resulting in revenues reaching $727 million. In February 2018, the online marketplace eBay announced plans to gradually replace its default payment processor PayPal with Adyen over the next three years, and the process is already underway. Adyen is partnered with numerous acquiring banks in order to process payments internationally and claims to be a direct processor.

Adyen Headquarters and Ownership

Adyen’s global headquarters can be found at Simon Carmiggeltstraat 6-50, 1011 DJ Amsterdam, The Netherlands, while its U.S. office is located at 274 Brannan Street, Suite 600, San Francisco, California 94107. The co-founder, president, and CEO of Adyen is Pieter van der Does.

Adyen Review Table of Contents

  • Costs & Contract: Adyen offers a month-to-month contract with interchange-plus pricing and no early termination fees.
  • Complaints & Service: Adyen has received fewer than 10 public complaints.
  • BBB Rating: Adyen has a “C+” rating with the Better Business Bureau and has received 2 complaints and 1 review in the past 3 years.
  • Sales & Marketing: Adyen does not appear to hire independent sales agents and has not received any complaints about its sales practices.
  • Rates & Fees: How Merchants Got The Best Rates With Adyen
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Products & Services Offered

  • Debit and credit card processing
  • Hosted checkout pages
  • API integration
  • Online shopping cart integration
  • EMV-compatible phone swipers
  • POS equipment

Types of Businesses Served

  • Retail
  • Mobile
  • E-commerce
  • International

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Adyen Rates, Fees, and Costs

Key Points

Flat Rate Interchange + $0.12
American Express Rate 3.95% + $0.12
Discover Rate 3.95% + $0.12
Apple/Google Pay Rate $0.12
ACH Fee $0.37
Monthly Minimum $120 or 1,000 transactions
Early Termination Fee $0
PCI Compliance Fee $0
Equipment Lease Terms Variable

Adyen Pricing Structure

Adyen’s pricing varies according to the currency involved and the type of card network used for payment. All transactions are charged interchange plus a $0.12 processing fee. The company offers interchange-plus pricing for Visa and MasterCard payments and charges 3.95% plus $0.12 per transaction for American Express and Discover Card payments. Google and Apple pay transactions are charged $0.12 in addition to the rates associated with each digital wallet. Account holders are also held to a monthly minimum of either $120 or 1,000 total transactions.

Adyen processes ACH transfers for $0.37 each, UnionPay payments for 3% plus $0.12 each, and Paysafecard transactions for 10-12% depending on the industry. Adyen’s contract runs indefinitely, but merchants can terminate their agreements by providing two months’ written notice. There are some exceptions, however, where the agreement can be cancelled immediately. Adyen does not list an early termination fee or PCI compliance fee in its terms and conditions, but this does not mean that these fees will not apply.

Adyen Pricing

Virtual Terminal and Payment Gateway Pricing

In addition to its storefront payment processing services, Adyen also dedicates a portion of its website that advertises its virtual terminal and payment gateway services. The company’s standard pricing schedule applies to online payments as well. However, it is unclear is additional fees, including gateway fees, technical support fees, or batch fees apply to Adyen’s e-ommerce services.

Discontinued mPOS

Adyen previously advertised a mobile POS solution called “Shuttle” for a cost of €99 for initial purchase and €10 per month thereafter, but its site no longer appears to promote Shuttle. Instead, Adyen is now offering a wide array of EMV/NFC countertop terminals for merchants as the company seeks to grow its footprint in the POS hardware sector.

Industry-Average Terms

Overall, the publicly listed pricing for Adyen appears to be consistent with industry averages given the service it provides, and we are unable to locate any complaints that describe excessive fees charged by the company. We will therefore award it an “A” for the time being, but merchants should be sure to compare the company’s rates to those of the cheapest merchant account providers. See the Adyen Terms and Conditions.

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Response from Adyen

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Adyen Complaints & Customer Reviews

Key Points

Total Online Complaints <10
Live Customer Support No
Most Common Complaint N/A

Low Complaint Total

We have located only a few negative Adyen reviews across all consumer protection websites, none of which go so far as to call the company a ripoff or a scam operation. One comment below this review offers a mixed assessment of the company’s services, suggesting that its product is sound but the surrounding customer service is inadequate for large or rapidly growing businesses. Another complaint in the comment section of this review cites excessive fund holds and poor customer service, and another mentions a fraudulent transaction. Adyen has generally positive reviews from its employees on Glassdoor.com, and its mobile app receives a 3.9 out of 5 on the Google Play Store and a 4 out of 5 on the iTunes App Store.

Adyen Lawsuits

We have not found any outstanding class-action lawsuits or FTC complaints filed against Adyen. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

Adyen Customer Support Options

Adyen provides phone numbers for each of its offices but seems to direct most merchants to its email ticketing system. It appears that the company provides adequate support though either channel, although merchants will want to be certain that they are comfortable with only having access to an email-based ticketing support system. As of now, its channels seem to function at a level comparable to top-rated credit card processors for customer support.

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Response from Adyen

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Adyen BBB Rating Summary

Key Points - BBB

Product & Service Complaints 1
Billing & Collection Complaints 1
Advertising & Sales Complaints 0
Guarantee & Warranty Complaints 0
Delivery Complaints 0

Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.

Adyen’s global operations do not have a dedicated Better Business Bureau profile, but the BBB does maintain a profile for the company’s San Francisco location. Adyen in San Francisco currently has a “C+” rating with the BBB and has received 2 complaints in the past 36 months, as well as 2 additional complaints which have been closed in the last 12 months. 1  related to billing or collections issues while the other related to problems wth a product or service. Neither complaint was resolved by Adyen which s the lone factor lowering the company’s BBB rating.

What Merchants Are Saying

In addition to the 2 complaints filed against Adyen with the BBB, there has been 1 negative review added to the company’s profile. The review details a merchant who was refused service:

Adyen may make a decision to refuse their services to your company based on the company business model exclusively but they collect sensitive personal (SSN, etc.) information unnecessary anyway. The company doesn’t have a mechanism for you to access the personal information they collected even after they refused to provide any services.

Adyen is adverse to taking on high risk merchants, as reflected by the company’s policy to reserve the right to cancel accounts based on excessive chargebacks. Businesses facing this predicament can benefit from researching with services are better suited to high risk merchants.

An “A” Performance

Given the fact that Adyen has only received one complaint to its BBB profile, we have adjusted the BBB’s rating to an “A.” However, merchants should be aware that there are good reasons to view the BBB’s information with skepticism.

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Response from Adyen

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Truth In Marketing & Advertising

Key Points

Employs Independent Resellers No
Advertises Deceptive Rates No
Discloses All Important Terms Yes

No Sales Complaints

Adyen primarily markets itself through web-based advertising and strategic partnerships. There is no indication at this time that the company employs independent sales agents or engages in telemarketing campaigns, and there are also no Adyen complaints that accuse the company’s representatives of misrepresentation or nondisclosure.

No Deceptive Quotes

Adyen’s official materials do not list any “teaser” quotes, and its official pricing sheet and terms and conditions appear to outline all important contract terms in plain language. We therefore award the company an “A” rating at this time, but if you suspect that Adyen is charging you undisclosed fees, we recommend seeking a third-party statement audit to find and eliminate hidden charges.

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Response from Adyen

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Adyen Marketing Example

Adyen Logo

Our Opinion of Adyen

A Solid Option for Most Merchants

Adyen appears to be a robust and effective international payment processing solution for most merchant types. The merchant services provider has aggressive growth plans and claims to have established the necessary banking relationships to truly offer global payment acceptance. Despite its low complaint rate and seemingly transparent contract terms, merchants are encouraged to familiarize themselves with the company’s fund holding policies and customer support apparatus before signing up. Merchants should also compare Adyen’s services to the value offered by top-rated payment processors.

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Thank you for reading my review. I hope that it has helped you with your research.

Why I'm Qualified to Write About Credit Card Processing and Merchant Account Services

I'm a former credit card processing sales director who left the industry because I didn't like how it takes advantage of small business owners. It feeds like a leech on businesses and thrives by imposing fees that are nearly impossible to comprehend. Seeing a need for change, I left and built this website help business owners better understand the industry, research merchant services providers, and get refunds of excessive merchant account fees. My experience of working "behind the curtain" in the industry, and using that knowledge for good, has resulted in millions of dollars returned to hard-working small business owners as well as enterprise-level companies.

From the time that I starting working in the merchant services industry to when I left to create this website, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this "insider" knowledge to myself. To lift the fog, I've reviewed hundreds of companies, read thousands of user reviews, and learned the pricing tricks of every provider. If you have questions about credit card processing, you can find the answers on this website.

How I Can Help You

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7 Reviews Leave Your Review for Adyen Below

  1. Anna says:

    Ayden is working for a fraudulent online shopping site. They are aware that the shopping site is a scam but Ayden continues to take money from innocent people all over the world for this fraudulent online shopping site. This make Ayden equally guilty of fraud.

  2. Stella says:

    Negative 5 stars for Customer Service ( Lisanne )

    Our website is under construction and we are a new startup that looking for a payment gateway. Recently, we reached out to Adyen and try to ask some simple questions and she refused to answer those simple question. Saying that they are unable to proceed with our inquiry as our website isn’t fully functional at the moment. Maybe we are from Asia? Or she’s just trying to chase away beginner merchant? Not helpful at all. We are just asking information, not applying for a live account yet. Is it so difficult for you to provide some information on those simple questions? We consider that as rude. We will never ever think of using Adyen again.

    Please state on the website that new merchants are not welcomed if you don’t like to accept new merchant. It’s wasting everybody’s time. Feeling disappoints with Adyen’s Customer Service.


    This post will help: Best Merchant Accounts for New Businesses

    -Phillip

  3. Robyn O'Dale says:

    I continually get the response ” Invalid Request
    Unfortunately we were unable to process this request
    Previous” when trying to purchade from Chemist Warehouse – I have contacted both Paypal & Chemist Warehouse and they both cannot find any problem – i have purchaded from other merchants without problems

  4. Michael says:

    Scammers who refuse to answer mails.

    I bought membership on a game platform, adyen.com was involved as 3rd party as they’re a merchant account provider securing payments from and to other parties.
    Everything went alright till 3 days after payment my account got blocked.
    I had to pay more than double the amount I paid for the membership I bought to unblock my account.
    The game support told me they’re was a chargeback from my bank account but my bank wouldn’t do something like that without my knowledge.
    After mailing Adyen they told me the same as game support.
    I replied the same as I did to game support but never got an answer.
    The money I used to pay the membership was gone, not my bank, nor Jagex, nor Adyen knew where it was.
    In other words, I paid more than 3 times the amount for 1 membership and never got any refund.
    I saw Jagex and Adyen have quit working together, can’t be a coïncidence.

  5. Ursula says:

    Somebody stole my VISA credit card account number and made purchases through ADYEN. I believe they should be more thorough with the information when opening accounts to give their service. My card was charged $300.00 USD

  6. Kathy says:

    Adyen is one of 5 payment providers we use across several platforms. We only implemented Adyen as other providers could not cover some of the European countries we offer our services too.

    Their system interface looks nice. They use a fraud scoring module that cannot be customised to your business needs therefore leaving you exposed to fraud or issues with receiving genuine payments. They offer the worst customer service – no service at all really, you have to email a ticketing support queue only to receive links to their manuals. They state very clearly in their contract that they will adjust the settlement deposit whenever they feel necessary – without warning. Their transactions are coded with a 16 digit transaction number that does not fully export to excel meaning any accounting reconciliations are nearly impossible to do at month end. They offer lots of reporting that sadly only supports card data (not other payment methods like SEPA/Sofort, etc).

    For a small business starting out or companies wanting to try other European countries, they offer a wide range of payment methods allowing you to easily test the market. My favourite feature of their system is the duplication of user tool. My only criticism is that their system and service is not sustainable if you want to grow your revenues and are looking for a longer term service.

  7. Justin says:

    I used Adyen for 3 months. In that time I turned over £2674 in card payments, about half of this mail or telephone order (MOTO) transactions. Adyen retained a total of £1545 of that turnover as a “deposit” to protect them from potential chargebacks. They deducted this money from payouts (more than £1000 in one go once) with no advance warning and no notification and I am told that I will have to wait months to get it back. It has caused me serious cashflow problems. They do not disclose anywhere how the deposit calculations are made, so you have no way of knowing how much money they will retain and when.

    Furthermore, the wait for payouts is between 11 and 14 days – difficult to justify when they will have the money within 2 days.

    Needless to say I have cancelled my account, but advise others to steer well clear of this company. Also, customer support is not good and the software is buggy.

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