A refund of an order will be handled as follows:
- Always contact the online store where you made the purchase for instructions on canceling your order.
- Return the item(s) according to the online store's instructions.
- Once the online store receives the returned product, they will initiate a refund for your payment. Refunds are made to the same payment method used for the original purchase.
Below are details on how refunds are processed for different payment methods:
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Refund processing typically takes a few business days due to interbank transfers.
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Note: If you have made a payment through S-Pankki or Ålandsbanken or for payments made via Nordea that are over 13 weeks old, you will receive an email from Paytrail with the subject line: Payment refund. This email has a link that will allow you to provide your account number in IBAN format (starting with FI and containing 18 characters) for the refund. After you have provided your account number, you will need to verify your identity and then the refund will be processed.
- 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.
- Refunds do not appear in MobilePay app transactions.
- Refund visibility depends on whether a credit or debit card is linked to your MobilePay:
- See card refund info.
- If the refund is processed on the same day as the original charge, the charge may update to €0 or disappear from your transaction history altogether.
- Processing time varies depending on the Buy now, pay later provider but usually takes a few business days.
- Refunds are applied as credits to the invoice.
- If you return only part of your order, check the updated invoice amount with your invoice provider.
- If the invoice has already been paid, contact the invoice provider directly.
For more information on refund policies, visit the websites of the invoice providers: