Why did I receive a Dunning Letter?

Adyen issues Dunning letters when your monthly invoice is past due (+30 days outstanding). You can find your outstanding invoices under the invoice overview page in the Customer Area. Please note that failure to complete payment will result in collection steps.

Why do I receive this Dunning letter?

According to our system there are unpaid invoices. Find your outstanding invoices in the Invoice overview page in the Customer Area.

How can I pay for the overdue invoices?

You can find the payment instructions on the invoice, Adyen's banking details are provided here. If preferred we can deduct the invoices from settlement, please reach out to support for this.

Why was is the invoice not deducted from settlement?

Invoices can be paid either via bank transfer or deduction from settlement. The reason why these invoices were not deducted from the settlement can be one of the following:

• Collect invoice from settlement is not enabled for this merchant/company account

• Collect invoice from settlement is only enabled for processing fees/invoices but not for terminal services/sales or the other way around

• Collect invoice from settlement is now enabled but past invoices were not deducted from the settlement and need to paid

You can check in the Customer Area under Finance > Invoice overview whether more recent invoices were deducted from the settlement. If only past invoices have not been collected no changes to your account configurations should be needed. If you need assistance or want to have all invoices collected from the settlement, please contact support and specify your account name. Invoices can be paid either via bank transfer or deduction from settlement. According to your settings in our system your invoices are not deducted from settlement. If we need to enable deduction from settlement reach out to support.

The legal entity details on the invoice are wrong, what should I do?

We always try to maintain the highest quality of data for our merchants. If the invoice was incorrectly issued, reach out to support.

The pricing on the invoice is wrong, what should I do?

If the pricing is incorrect, reach out to support or your account manager and provide the legal documentation so our team can update your pricing.

I never received this invoice, how can I find the invoice?

Although you never received this invoice, we upload the invoices in our invoice overview page in the Customer Area. It could be your contact details are wrong or you requested not to have this invoice send via email. You can find your invoices in the Customer Area under Finance -> Invoice overview.

I have just paid the overdue invoice how long does it take to be marked as paid on our end? Do I need to contact support?

If you just transferred funds to our bank account for the payment of invoices it can take up to 5 days before the invoice will be marked as paid on the invoice overview page. In this case you do not have to contact support. Please share your remittance advice with Billing@adyen.com

Dunning Collections

From May 2021 onwards we will start deducting unpaid invoices from your settlement of the respective account. If the invoice is issued on company level we will deduct the invoice from the current charge merchant. When invoices are outstanding after 90 days and we informed you three times via the dunning letters we will collect the outstanding amount from your settlement.

Where can I find the invoice deduction?

There are 2 options to find your invoice deductions:

  • In your settlement detail report you will find the deduction for the unpaid invoice(s).
  • In the invoice overview page you can find the batch number where the invoice deduction took place.

I already paid for the invoice that is deducted from settlement.

Please provide the remittance advice of the invoice payment with billing@adyen.com

For further questions please click here.

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