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Adyen Credit Card Processing 2023: Reviews & Complaints
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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 claimed 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.
Before we dive in, here’s a short summary of what we’ll cover:
- Adyen’s various payment processing services.
- Adyen’s fees and rates are fairly standard for the industry.
- The company has received few complaints.
Adyen Payment Processing
Adyen processes all major debit and credit cards for most business types. Their services include mobile payments, POS solutions, EMV readers, data reporting and analytics, payment gateways, virtual terminals, card issuing, and fraud and chargeback protection.
Adyen’s Online Payments
The company provides a range of online payment options, including credit cards, e-wallets, and bank transfers. Their platform is designed to handle multiple currencies and is geared towards international transactions.
Adyen’s Mobile Payments
Adyen extends its services to mobile platforms, supporting in-app payments. This allows businesses to accept payments through mobile applications, enhancing the customer experience.
Risk Management Features
Adyen has risk management features integrated into its payment platform. Their system includes fraud prevention measures that analyze payment data to flag potentially fraudulent activities.
Unified Commerce Platform
One of Adyen’s standout features is its Unified Commerce Platform. This enables businesses to track customer transactions across different sales channels, from online to in-store, on a single dashboard.
Adyen offers subscription billing services that automate recurring payments. Businesses can easily set up and manage subscription models through the Adyen platform.
Adyen provides payout services, enabling businesses to send funds to customers or between accounts. This is often used for refunds, prize money, or remittances.
Local Payment Methods
The platform also supports a wide array of local payment methods. This is particularly useful for businesses looking to expand internationally, as it allows them to cater to local payment preferences.
Location & 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.
Table of Contents
- Costs & Contract: Offers a month-to-month contract with interchange-plus pricing and no…
- Complaints & Service: Has received fewer than…
- BBB Rating: Has an “F” rating with the Better Business Bureau and has…
- Sales & Marketing: Does not appear to hire independent sales agents and has not received any complaints about its…
Adyen Customer Reviews
Here's What Their Clients Say
|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 3.5 out of 5 on the Google Play Store and a 3.7 out of 5 on the iTunes App Store.
We have not found any outstanding class-action lawsuits or FTC complaints filed against Adyen. However, Adyen is involved in a legal issue raised in 2023. Adyen has gained access to FedNow, the Federal Reserve’s new 24-hour payment system. Caitlin Long, CEO of Custodia Bank, has filed a lawsuit against the Federal Reserve, arguing it’s not applying the law correctly and accusing Adyen of entering the system unfairly. The Federal Reserve is also preventing eight other fintech companies, four of which are in the crypto sector, from acquiring a master account. Long suggests that the crypto industry could challenge the government’s overreach, citing growing court support for the sector.
This case should not affect customers directly, but we will monitor it closely. Dissatisfied clients 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 clients to its email ticketing system. It appears that the company provides adequate support through either channel, although clients 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.
Adyen Online Ratings
Here's How They Rate Online
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.
Over 5 Complaints
Adyen currently has an “F” rating with the BBB and has received 6 complaints in the past 36 months. 1 of these 6 complaints was resolved by the company to the satisfaction of the client. The remaining complaints were resolved to the dissatisfaction of the client or received no final response.
What Merchants Are Saying
There have been no informal reviews against the company in the last 3 years, though there was 1 negative review added to the company’s profile previously. The review detailed a client 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 clients, 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 which services are better suited for high-risk merchants.
An “A” Performance
Given the size of the company and the fact that Adyen has only received a small number of complaints to its BBB profile, we have adjusted the BBB’s rating to an “A.” However, readers should be aware that there are good reasons to view the BBB’s information with skepticism.
Adyen Fees, Rates & Costs
A Closer Look at The Contract
|Monthly & Annual Fees||Yes|
|Processing Rates||Interchange +|
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 $0.13 processing fee. The company offers interchange-plus pricing for Visa and MasterCard payments and charges 3.95% plus $0.13 per transaction for American Express and Discover Card payments. Google and Apple pay transactions are charged $0.13 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 $0.27 each, UnionPay payments for 3% plus $0.13 each, and Paysafecard transactions for 10-12% depending on the industry. Adyen’s contract runs indefinitely, but businesses can terminate their agreements by providing two months’ written notice. There are some exceptions, however, where the agreement can be canceled 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.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, Adyen also dedicates a portion of its website to advertising its virtual terminal and payment gateway services. The company’s standard pricing schedule applies to online payments as well. However, it is unclear if additional fees, including gateway fees, technical support fees, or batch fees apply to Adyen’s e-commerce services.
Adyen previously advertised a mobile POS solution called “Shuttle” for a cost of €99 for the 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 clients as the company seeks to grow its footprint in the POS hardware sector.
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 businesses should be sure to compare the company’s rates to those of the cheapest merchant account providers. See the Adyen Terms and Conditions.
Adyen Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Uses Independent Resellers||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 of the 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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