Learn how refunds are processed for payments made through the Paytrail service. Refunds are handled by the online business where you made the payment, and the refund is returned to the same payment method used for the original payment.
Before the refund can be processed
- Contact the online business where you made the payment to request a cancellation, return, or refund.
- Follow the instructions provided by the online business.
- Once the refund has been processed, it will be returned to the same payment method used for the original payment.
Refund processing by payment method
Refunds for online bank payments are usually processed within a few business days.
- Refunds are returned to the same bank account used for the original payment.
- The refund may appear in your online bank under the original payment date.
In some cases, refunds cannot be returned automatically to your bank account. This can happen when:
- The payment bank cannot process the refund automatically due to technical limitations.
- The payment was made with S-Pankki or Ålandsbanken (depending on the bank’s systems).
- The payment was made with Nordea more than 13 weeks ago (depending on the bank’s systems).
- The payment was made with Handelsbanken, which no longer operates in Finland.
- The refund was processed on the same day as the original payment. In some cases, same-day refunds cannot be processed automatically.
When one of these situations occurs, Paytrail sends you an email with a secure link where you can safely provide your IBAN account number so the refund can be completed. The email is sent to the address used when making the payment or placing the order.
Refunds for card payments (debit/credit) may appear in different ways:
- As a credit in card transactions (not account transactions). It can appear either 1–15 banking days after the refund initiation or on the original payment date.
- As a credit on your credit card statement. In this case, the refund might not show in card transactions but will be reflected in your next credit card statement.
- If needed, you can contact your card issuer if you are not sure how the refund will be handled.
If the original payment card is no longer valid, has expired, or has been replaced, the card issuer usually redirects the refund to your replacement card automatically.
If this is not possible, Paytrail sends you a refund email so the refund can be completed securely.
Refunds for mobile payment methods such as MobilePay, Apple Pay, and Google Pay are returned to the card connected to the payment method.
Apple Pay and Google Pay
- Refunds are processed similarly to standard card refunds.
- If the card linked to Apple Pay or Google Pay is no longer valid, has expired, or has been replaced, the card issuer may automatically redirect the refund to your replacement card or linked account.
- Unlike standard card payments, Apple Pay and Google Pay refunds usually cannot be completed through a Paytrail refund email. If there is an issue returning the refund, the business where you made the payment will contact you with further instructions.
MobilePay
- Refunds are not shown in the MobilePay app transaction history.
- Refund handling depends on the card connected to your MobilePay account.
- If the refund is processed on the same day as the original payment, the original charge may update to 0€ or disappear completely from the transaction history.
You can check the status of your refund in the Klarna app.
Refunds for Walley and OP Lasku payments are usually processed within a few business days.
- Refunds are applied as credits to your invoice.
- If only part of the order is refunded, check the updated invoice amount with your invoice provider.
- If you have already paid the invoice, contact the invoice provider directly.
See additional refund instructions from the invoice provider: