Payments end to end

This page is the whole path. It covers what must be in place before money moves, what happens to one order, and who does each part. Every step links to the article that covers it in detail.

If you read one thing before turning payments on, read this.

Which side are you on

This decides what you can do and which articles apply to you.

You are	It means	Start with
Merchant / Retailer	You sell products and installation directly. The customer pays you, and the payment lands in your payment account.	This article, then Set up payouts
Installer	You perform installation on behalf of a merchant or retailer, and receive payouts from them.	Getting paid as an installer
Both	You sell and install. Common for smaller organisations.	This article. Both roles apply at once.

One order can involve several organisations. Each is paid its own share, and gets its own statement and its own invoice.

Three things before money can move

	What	Where
1	Payments enabled for your organisation, plus customer checkout if you sell direct	Contact us. Both are switched on per organisation.
2	Company details complete and correct	Settings → Company. Legal name, registration number, address, currency. These get verified, so they must match your business register.
3	Payment account verified	Settings → Payments. Our payment provider verifies who you are and where your bank account is. Most complete within one business day. See Set up payouts.

Skip the third and orders that pay you will not let you accept them. You get a setup screen in place of the accept button.

One order, start to finish

An offer is the priced quote the customer accepts. One order can carry several offers.

Step	Who does it	What happens
1. Price it	Whoever owns the offer step	Each line gets a price for the customer and, where it applies, a payout for the installer. See Product prices and shares.
2. Customer accepts	The customer	The offer is confirmed. From here it is not edited, only added to or credited.
3. Customer pays	The customer	They pay at the Pay step with card, Klarna, or a local method. See How the customer pays.
4. Work happens	The installer	Book, install, document. Nothing about payment changes this.
5. Approve the payout	Whoever holds the Payout step	This releases the money and generates the invoices. Nothing is paid before it. See Approve a payout.
6. Money is paid out	Automatic	The next payout run transfers it to your bank. When it lands is then down to normal bank transfer times.

The one thing worth remembering: nothing reaches a bank account until step 5. A customer paying does not pay the installer. Approval does.

What you end up with

The money arrives as a payout: one bank transfer, carrying a reference that also appears on your bank statement. That reference is what ties everything below to the money.

Three documents come with it, all of them on the payout’s row in Wallet → Payout overview.

Document	What it is
Payout statement	The payout reconciled against the orders behind it. Also emailed to your billing email.
Invoices	Customer invoices and share invoices, as PDFs. Also per order, or as a monthly ZIP.
CSV	The same numbers for your spreadsheet or accounting system. Also on the month header.

See Read the payout overview, Understand your payout statement, Download invoices and credit notes and Export payment data to a spreadsheet.

When something needs changing

A confirmed offer is never edited. You add to it or credit it.

You need to	Do this
Charge for extra work	Add more offer lines
Take an item off, or refund	Credit offer lines
Pay an installer more	Correct an installer payout
Handle a customer going to their bank	Refunds and chargebacks

When something goes wrong

Symptom	Read
Cannot accept an order, setup screen instead	Set up payouts
Verification says Action required	Onboarding and verification statuses (KYC)
The Payout step will not approve	Approve a payout
Payout says Failed	Add or change your bank account
A payout is smaller than expected	Transaction fees
An item was never charged	Exclude a line from the payment step

Who processes the money

Your money is handled by a licensed bank. Payments, balances and payouts run on the banking licence of Adyen N.V.

For whose money it is before payout, and who is regulated for what, see How Installer.com payments work.

Who in your team sees this

Payments are gated by the finance permission, separately from order access. A colleague who runs orders does not see money unless you give it to them. See Who can see and act on payments.

Where to start, by role

The index groups the articles by task. This is the order to read them in for your role.

If you install for someone else. Read Getting paid as an installer. It is the whole path start to finish, and it is the only article you need to begin. Then do the one thing that is yours to do, in Set up payouts.

Two more concern you. Credit offer lines explains why crediting cancels your own payout. Transaction fees explains why a payout is smaller than the price the customer paid.

If you sell the work. Read How Installer.com payments work, then Set up and Price the work in order. Approve a payout is the step your installers wait on, so read it before your first order.

Approval and payout corrections are yours alone. An installer can credit lines on their own step, which refunds the customer and cancels their own payout. An installer cannot approve their own payout, and cannot correct it.

Both sides. Books and reporting works the same whichever side you are on. Start with Understand your payout statement.