Understanding Apaleo Pay and Adyen
Apaleo Pay leverages Adyen as its payment provider. During the onboarding process, Apaleo creates a unique merchant account for you, which will handle all your transactions.
- COM Account: This is used for online payments and is always required.
- POS Account: This is needed for processing in-person transactions through a payment terminal.
Once your account is validated, user accounts are created for the responsible individuals in your organization.
- To register you will receive an E-Mail notification.
- On the landing page, you will be requested to authenticate yourself.
- For this action, a separate authenticator app on your phone is required.
- After validation you can log in to your Adyen Customer Area for the first time.
Already Have Adyen Essentials?
Here’s What You Can Find and How to Use It⏬
After you successfully signed up for Adyen Essentials (Login has to be created by the Apaleo Team), you can use several options within Essentials. In this guide we will explain you how to use it best and what the different menu options stand for:
Home
In the Home screen you are able to have a quick overview about the number of transactions and received revenue from today/ the last 7 days or the last 30 days:
Payments📈
Here you are able to see all transactions for your selected merchant, where you are able to filter e.g. by date, different payment methods or the status of the payment. By default it shows all transactions for the last 180 days, in order to search for specific transactions enter e.g. the guest name, booking ID or use the button + More filters:
- In case you found the transaction you are looking for
- Click on it and further details will appear including the issuer country, the name of the card holder or status of the payment:
In the overview you are as well able to refund the transaction
ATTENTION: Not recommended, as this refund will not be imported into Apaleo and has to be added manually on the folio. Always use the three dots next to the payment
The last available information on the payment details is the payment history. The following example shows you a transaction that has been finalised successfully:
Received: The transaction has been received successfully in ApaleoPay, e.g. through your IBE or the credit card terminal at the hotel.
- Authorised: The transaction has been successfully authorised and is ready to be charged.
- SettledBulk: The payment has been finalised and the money has been received within your merchant.
Other possible status:
- SettleScheduled: The payment is currently being processed, but not yet finalised.
- Cancelled: The transaction has been cancelled, by you or the cardholder.
- SettledExternally: Mainly for AMEX and PayPal when your own setup of the payment methods will be used. ApaleoPay requests the payment for you, but it will be settled externally by AMEX or PayPal directly to you.
Disputes📋
In the Disputes area you see possible disputes, that have been opened by guests and might turn into Chargebacks, e.g. a guest is asking for a refund, because he says he never stayed at your hotel.
Here you can see the overview of all open disputes and you have the possibility to defend the dispute by e.g. uploading the signed registration form.
Make sure to sign up for the notifications to receive any open disputes to answer to it immediately:
- Move your mouse to the menu on the left and click System messages.
- Then activate the chargeback notifications by turning on the notifications and click on save:
Tips : Check how to handle Chargeback on these recommend page :Defending Fraud Chargebacks and Handling Chargebacks page
Finance (Sale to Payouts)
In the finance section you will find an overview of your balance. The total balance on a merchant account is made up of the following balances:
- Pending: The gross amount of sales and refunds, that have not yet been settled by the respective card scheme or payment method.
- Deposit: The amount withheld to cover for potential liabilities due to payment processing. This amount can change over time, for example when the number of chargebacks or refunds increases. This will no longer needed, as we are moving to T+11. Check out our Payout Model page.
Here is an example of the Balances overview page:
Sales Page
: gives you an overview about the received transactions (Sales) or refunded transactions (Refund) over a certain period of time:
If you click on one specific date, you are getting additional information on the bottom, including when the transactions have been paid out with which settlement batch:
Payouts
Gives you an overview about the paid-out amounts to you for specific days or a certain period including the details for the specific settlement reports:
Finance (Reporting area/ Settlement)📊
Aggregate Settlements:
Reports that have been created manually by you regarding settlements.
Statements:
Monthly overview of transactions and fees involved for your merchant.
Settlement details:
Shows you the different settlement batches, which are available in Apaleo as well, therefore no need to access them from Essentials - ensure that the format of .csv is not changed by accident, otherwise the settlement batches cannot be imported to Apaleo.
Interactive payment accounting:
Gives you the possibility to create a detailed report for transaction status change and modifications.
Payout Accounts:
Shows you the currently selected bank account to which your payouts will be transferred to. In case you want to change the payout account, feel free to open a ticket with the Apaleo Support team.
Pay by Link 🔗
Setting Themes on Payment Link:
Personalize your payment link by adding a specific name, logo and background picture, so a guest has a unique experience when paying by payment link.
Click on Create new theme and add personalized details to your link (you can preview your link on the right side of the window):
Pay by Link settings:
In order to use payment links, you have to add the T&C-URL of your website and confirm the option. For further help, feel free to contact the Apaleo Support.
Users (Access to Adyen Essentials)
Gives you an overview of all users connected to your merchant. In case you want to add new users to your merchants, feel free to contact the Apaleo Support.
System messages🪧
Essentials gives you the possibility to send out automated messages to your e-mail, if one of the following is happening:
- Fraud: ApaleoPay has detected a fraudulent payment, e.g. the credit card has been marked as stolen by the card issuing bank. You can then find the connected reservation and take further action.
- Chargebacks: A guest opened a dispute to receive a refund, because he did not agree to the charge. Activate this option to be informed as soon as a dispute has been opened to take specific action and defend the dispute.
- Account: Stay informed in case changes have to be made in your account.
Account Settings🔏
Gives you an overview of the saved information of your merchant, such as
- Legal entity, and the registration address : where the merchant account is belong to.
- The Invoice settings : By default, this is the email of the person who created the KYC request. You will see the Apaleo support email here, and there is no need to change it, as it is connected to your Apaleo invoice settings.
- Payout account : showing the connected payout bank account for this merchant.