Setting up payments is a full time job. It’ll add significant revenue to your organization once rolled out and it's worth giving it attention resource-wise. The good news is that you can leverage existing resources like customer support or supply chain, but we see most successful companies start hiring full time payment employees early in the process.
A good rule of thumb is the “1-2-3 model” for running a dedicated payments arm for your business:
1 Business, commercial, or product owner for payments who’s highly trained on the ins-and-outs of payments.
2 Senior developers to develop an integrated payment offering and scale it from there.
3 Support agents that can be called anytime for payment specific topics where your general support team is not able to help
This ratio can be scaled as you grow, but generally 5-6 people are necessary to jumpstart your payment offering.
There’s no need to hire additional sales or account management representatives in our experience. Instead, everyone in the company from C-level suite to customer support agent should understand the importance of payments to the organization. In commercial functions they should start pitching the integrated SaaS+payments offer as default offering and should be appropriately trained on the basics of payments, competitive advantages, customer benefits and pricing.
Sales managers don't sell standalone payments but sell payments as part of your software offering. If done right and the benefits of an integrated setup are clear for your users, then there shouldn’t even be a discussion on how much you charge for every transaction…
Risk and compliance
Embedding payments comes with a lot of (financial) upside, but it's important to bear in mind that you’ll need to manage transaction, scheme, and chargeback risk on your side. In general, there are three ways to do this:
Pick the right product: Adyen has two different flavors of products that help you manage risk strategy. Depending on your risk appetite and journey in payments, either AfP Managed or AfP Advanced are the right options for you. Please consult with your Adyen sales or account manager for details.
Use automated risk tools: we recommend familiarizing yourself with risk management tools for payments, KYC best practices to mitigate user fraud and consider monitoring payouts as well as to spot potential malicious activities from users. These tools will help you to augment your risk strategy and your own risk tools, so definitely check them out.
Deploy additional processes: besides using Adyen’s tools to automatically mitigate risk, think about every step in the payments flow and how you can keep your risk exposure to a minimum. Some best practices here are:
Provide a software demo to your new customer with the camera on and get to know your customer.
Think about setting up a reserve with newly onboarded customers, using your balance account setup.
Review the business location on google maps to ensure there’s a business there.
Limit max transaction amount for newly onboarded users.
Deploy manual capture approval processes for high risk transactions.
Obtain a license if working in a regulated industry.
Your account manager can help to get a better overview on all the different tools and how they can contribute to risk strategy. There’s also a healthy industry of payment risk consultants out there that are more than happy to get engaged.
Since most of your customers will want to see an invoice on payment related fees, it may be additionally necessary to not only develop or automate payment specific invoices, but also get tax advice on payment related fees and the tax implications on your organization (VAT, GST, etc.). An invoice example between a Dutch business and Adyen (based in the Netherlands) is shown below for reference.
It's important to know that in some jurisdictions there are additional tax reporting requirements where Adyen may be able to help and file reports on your behalf. For instance, in the US Adyen files 1099-Ks every year in January for the previous tax year, if we paid out your users directly and if certain thresholds set by the IRS are met. Once 1099-Ks are generated, in addition to paper mailing the 1099-Ks to physical addresses, Adyen provides electronic copies to its platform and users.
In general, we advise you to follow this flow to provide your users with a digital copy of their tax form:
In your platform, show a button or a link for getting the tax form.
Send an API request to get a tax form. The response returns a Base64 binary.
Convert the received Base64 binary to PDF format and provide the user with a PDF copy of their tax form.
More jurisdictions will follow these reporting requirements (Europe is already implementing DAC7), so it's important to stay on top of it.