How the customer pays

The Pay step is where money enters the platform. The customer opens their order, sees what they owe, and pays. Everything downstream, the payout, the invoice, the statement, follows from that one moment.

Who does this. The customer pays. The organisation that owns the order sets up what they can pay with, and watches it land.

What the customer sees

Element	What it says
Your offer	The offer, with the item count and an expandable list of lines
To pay now	The total due through Installer.com
Payment outside platform	Any line settled outside the platform, listed but not charged
Secure Payment	The payment form

Where a tax deduction applies, such as Grön Teknik or ROT in Sweden, the customer is charged the reduced amount here. See Grant filings.

Lines marked Payment outside platform are shown so the customer sees the whole job, but they are not part of the charge. See Exclude a line from the payment step.

Payment methods

What a customer sees at checkout is not a fixed list. It follows what the merchant has enabled, and the rules for the country, the currency and the amount.

In practice that means cards and wallets in every market. Alongside them come the local methods people expect: Vipps in Norway, Swish in Sweden, Trustly across the Nordics, Klarna where it is set up.

If a method you expected is missing, that is the merchant’s payment setup, not a setting on the order. Some methods are enabled per organisation, so ask us if one you want is not yet active.

The method the customer picks decides the transaction fee, so the payout is not final until they have paid. See Transaction fees.

Large amounts

Installations are expensive, so this comes up. Installer.com sets no limit of its own, and cards are accepted at full order value. Pay-later and mobile methods carry their provider’s own limits.

Two things can still stop a large payment:

The customer’s own limit. A card has a spending limit, and a pay-later provider decides per customer how much credit to extend. Offering more than one method is the practical answer.
Fraud screening. A payment provider can hold or decline a payment that looks unusual, and a large first-time amount sometimes does. A fraud decline shows only a general reason, so the customer’s bank is the one to ask.

What happens after they pay

The payment is authorised, then captured.
The offer’s payment status becomes Paid.
The money sits in the merchant’s payment account. Nobody is paid out yet.
The order continues. When the Payout step approves it, invoices are generated and the money is released into the payout run.

What the customer receives, and when

They are not left with nothing while they wait for the invoice.

When	What they get
As soon as the payment succeeds	A Payment Confirmation email with the amount, the order and the payment reference. It says an invoice follows once the service is complete.
When the payout is approved	Your Invoice by email, with the invoice PDF attached

The invoice email says the invoice is already paid and must not be paid again. A customer asking why they have a confirmation but no invoice yet has not reached the second step.

Paying after the work instead

The Pay step does not have to come before the installation. It is a workflow step, so it can sit after the work. The customer is then asked to pay once the job is complete.

Set it on the workflow template, so every order of that type behaves the same way. It suits high-value jobs where a customer will not pay thousands up front.

Know what it moves, though. Nothing is paid out until the customer has paid. Putting Pay last means the installer waits on a customer who already has the work. The unpaid-item block on approval is what you feel: the Payout step will not complete while anything is unpaid.

Where the money sits until the payout is approved

This is the question customers ask, so it is worth being exact.


Who holds it	The payment account of the merchant on the order. The balance is legally the merchant’s.
Who can reach it	Nobody is paid from it until the Payout step is approved. A refund or a chargeback is the only thing that can move it sooner.
What releases it	Approval of the order’s Payout step, which normally follows the work
What is issued then	The invoices, at the same moment the money is released

The installer cannot draw the money down early. Nothing pays out before approval.

Collecting the payment up front removes the invoicing and chasing that would otherwise sit between the three parties.

The checkout says this to the customer in its own words, under How Secure Payment works. Use that wording when you explain it.

When a payment does not go through

State the customer sees	What it means
Payment failed	The attempt was declined, cancelled or errored. They can try again.
Previous payment pending	An earlier attempt is still processing in the background.
Trustly payment pending	A Trustly bank transfer can take up to two working days to settle.

Tell a customer with a pending Trustly transfer not to pay again. A duplicate is refunded, but it takes longer to unwind.

A declined payment carries the reason the bank gave, with its code. Open the offer and read it to the customer if they ask.

That reason is often short and general, because it comes from their bank. The usual cause is the card details or a restriction there. Ask them to make sure that the method works elsewhere, to try another method, or to contact their bank.

Following it from your side

Open Wallet → Offers and find the offer. The order’s payments page shows each attempt, its status, the method used, the refusal reason if it was declined, and the provider’s reference. Support needs that reference to look into one payment.

Who processes the payment

Payments are processed on the banking licence of Adyen N.V. Adyen can appear on the customer’s bank or card statement as the payment processor. Installer.com does not store full card or bank account details.

A customer can ask whether it is safe to pay. Tell them that their card details go to a regulated bank, not to the installer and not to us.