Team structure

If this is your first venture into embedded payments, your support team might not be knowledgeable about payments. Below, we have added training materials for your teams to get them up to speed. We also found that having internal experts to which the support team can reach out is essential to set them up for success. 

To have you fully own the relationship with your users, and give a true embedded payments experience, Adyen support doesn’t interact with your support merchants. We recommend having a support structure like the one below, where there are multiple internal escalation layers before reaching out to Adyen support.

The line of support should be a subject matter expert. This can be the internal payments team for payments specific questions, but also the finance team for questions around reporting.