When does the balance need to be topped up?

All payments made by your customers are added to your facility’s Adyen balance. When a refund is processed, the refunded amount is deducted from the same balance. If there are insufficient funds available, the refund cannot be completed. In this case, an error message will be displayed informing you that the balance with the payment provider is insufficient.

To complete the refund, you will first need to top up your balance. This can be done directly in BookSpot using a card or any of your facility’s other available payment methods.

Keep in mind that you only need to top up your balance when there are insufficient funds to cover a refund. During peak season, refunds can often be covered by the day's sales.

Adyen buffert

To reduce the risk of your balance becoming too low, you can set up a buffer. This ensures that a specified amount is always retained in your Adyen account when payouts are made to your bank account.

You can configure the buffer under Settings > Payments > Adyen > Account > Minimum account balance.

Top up your Adyen balance

As an administrator, go to Settings (in the left-hand menu) > Payments, then click Adyen.
Select the Top Up Balance tab.
At the top of the page, you will see Available Balance and Incoming Payments if there are funds that will become available shortly.
Enter the Top-Up Amount. This is the amount that will be added to your balance.
Click Continue.
Select a payment method in the window that appears. The fee will be updated based on the selected method.
Enter the payment details and click Pay.
Once the payment has been approved, a confirmation will be displayed and the top-up will appear under Previous Top-Ups.
The funds can be used for refunds as soon as the payment has been approved.

Note: The minimum top-up amount is SEK 100, or 10 EUR/ GBP/USD. The maximum amount is 100,000 per top-up. Payments must be made using the facility's own card or bank account.

Fees and when the funds become available

The top-up is charged with the same transaction fee as a regular payment made using the selected payment method. The fee is added on top of the amount you enter, meaning your balance receives the exact amount specified, while the transaction fee and applicable VAT are charged separately. Before completing the payment, you will see a summary showing:

Amount added to balance
Transaction fee
VAT on the fee
Total charged with the payment method

Example: topping up with a card

You enter £1,000.
The transaction fee and VAT are added on top, for example £21.
Your card is charged £1,021, and your balance increases by £1,000.

Why is a fee range shown for card payments?

The fee depends on the type of card used, such as a debit card or American Express.
As we do not know which card you will use before payment is made, the fee is shown as a range.
Once the card payment has been authorised, the exact fee is calculated and only the actual amount is charged.

You can read more about the fees for different payment methods here.

FAQs

How soon can I issue a refund after topping up my balance?

Immediately. As soon as the top-up has been approved, it is taken into account when we check whether there are sufficient funds available, even if it is still shown as pending.

Which payment methods can I use to top up my balance?

You can use any payment method connected to your facility's Adyen account, such as cards and Trustly. Invoice payments and instalment payments cannot be used for balance top-ups.

Do I pay any additional fees to BookSpot?

No. Only the transaction fee for the selected payment method, plus VAT where applicable, is charged. No commission is charged on balance top-ups.

What happens to funds I do not use?

Any unused funds remain in your balance and will be included in your next scheduled payout, just like regular sales revenue.

The "Top Up Balance" tab is missing or greyed out. What should I do?

This usually means that your Adyen account setup has not yet been completed, or that the balance top-up feature has not been enabled for your account. The text displayed in the tab will indicate which of these applies. Please contact our support team and we will be happy to help.