---
title: "Notification and reporting to Adyen"
description: "Learn what situations to notify Adyen of and what reports to submit periodically."
url: "https://docs.adyen.com/business-accounts/compliance-guidelines/reporting-to-adyen"
source_url: "https://docs.adyen.com/business-accounts/compliance-guidelines/reporting-to-adyen.md"
canonical: "https://docs.adyen.com/business-accounts/compliance-guidelines/reporting-to-adyen"
last_modified: "2024-01-10T12:09:00+01:00"
language: "en"
---

# Notification and reporting to Adyen

Learn what situations to notify Adyen of and what reports to submit periodically.

[View source](/business-accounts/compliance-guidelines/reporting-to-adyen.md)

The information in this page does **not** constitute legal advice. It only provides an overview of Adyen's compliance guidelines for financial products and Adyen for Platforms (referred to as the Compliance Guidelines). For additional, non-legal clarifications about this content, reach out to your Adyen contact.

If your platform offers business accounts, there are specific situations that you must notify Adyen of when they occur. There are also certain reports that you must submit to Adyen.

## When to notify Adyen

Platforms must notify Adyen immediately (within 1-2 business days) in the following instances:

* The platform receives a Security, Regulatory or Legal Complaint. You must notify Adyen of these complaints, using the [dedicated template](/business-accounts/compliance-guidelines/reporting-to-adyen/Adyen_Complaints_Reporting.xlsx) for complaints reporting. Also see [How to make a complaint](https://www.adyen.com/contact/complaint).

* Customer Support Circumstances (these are to be raised through normal Adyen support lines):

  * The platform, acting reasonably, cannot resolve a user’s request for support.
  * Any unauthorised use, loss/theft of personal security credentials, (potential) fraud, or illegal/suspicious activity. This applies whether it was reported by the user to the platform or by the software or systems of the platform.
  * Any (dispute raised by the user about) unauthorised payment or an error on an account statement.
  * A material incident, potential security breach or personal data breach.
  * Any material non-compliance by a user that the platform has become aware of or should have been reasonably aware of.

For notifications that can be made through API requests, such as a request to block or terminate an account, no additional reporting is required.

## Daily reporting

The following information must be submitted by the platform to Adyen daily for each of the services available when such instances occur:

* Fraud Report (Accounts and Issuing)
* Number of fraud related incidents/disputes (including transactions charged back due to fraud-related reasons and transactions for which fraud losses were recovered by a means other than a chargeback) and subsequent reason codes/descriptions in accordance with Adyen’s API.

For fraud reporting, the platform can choose to either integrate with the Disputes API or send reports to an email address communicated by Adyen.

## Periodic reporting

To the extent not prohibited by any applicable law, the platform must share reporting with Adyen on a quarterly basis (using the template provided by Adyen) of all users’ complaints that relate to Adyen products. The quarterly reporting period commences on the date of onboarding of the first user in your live environment.

The following information must be contained in the quarterly reports:

* The date of receipt of the complaint

* The date complaint was acknowledged by the platform as received

* Current status of the complaint

* The date complaint was resolved

* The date a resolution was communicated to the customer (if a complaint has been resolved)

* Complaint outcome (upheld or not upheld)

* User name

* User legal entity reference

* Country of the user

* Brief description of the complaint

* Product to which the complaint relates (if applicable)

* Complaint category (the substance of the complaint)

* Description of steps taken to resolve the complaint

* Complaint determination of either "Upheld" or "Not upheld" before they can be closed

  * "Upheld" means that the platform agrees that there have been failings and that the customer's complaint is justified in whole or in part.
  * "Not Upheld" means that the platform has not identified any failings and does not agree that the customer's complaint is justified.

The template must be sent to <complaintreports@adyen.com> within the following deadlines for each quarter:

* 10 January
* 10 April
* 10 July
* 10 October

### UK & Ireland

Complaint reporting must contain the number of users who are vulnerable, including the following information:

| Data point                                                                                 | Explanation                                                                                                                                                                                                                                                                                                                                                                        |
| ------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Total number of users tagged as vulnerable                                                 | Where a user is identified as vulnerable per our training, this should be recorded in the platform CRM system to ensure that the user continually receives the additional support that they need for as long as it is needed.                                                                                                                                                      |
| Total number of users flagged as vulnerable broken down by categorisation of vulnerability | The user’s specific vulnerability should be recorded under one of these four categories (Health, Life Events, Resilience, and Capability) to allow Adyen to better understand the types of vulnerability Adyen and the platform need to account for when building products and supporting their customers.                                                                         |
| Outcomes of any user requests for specific additional support                              | If a user requests specific support such as having information presented in a different way to accommodate their needs, or for more time to make a decision, this request should be documented and the outcome recorded. The outcome should cover the actions taken by the platform to accommodate the user’s needs, and details of any relevant follow-up requests from the user. |

Reports must be provided in accordance with the same deadlines outlined for quarterly complaints reporting and sent to complaintreports\@adyen.com.

Only the total figures for vulnerable users are required.

In addition, the platform is required to share with Adyen annually any specific patterns of vulnerability they have identified within their customer base that the platform believes may require Adyen’s attention or further action.

## See also

* [Overview of compliance guidelines](/business-accounts/compliance-guidelines)
* [Customer service and support](/business-accounts/compliance-guidelines/customer-service-support)
* [Customer complaints](/business-accounts/compliance-guidelines/customer-complaints)
* [Keeping records](/business-accounts/compliance-guidelines/keeping-records)
