If you receive a refund email from Paytrail, it means that a refund is being processed through our service. Most refunds are returned automatically to your original bank account, but in some cases you may need to provide your account number. Learn when this happens, why you received the email, and how to complete your refund securely.
When you may receive a refund email
You may receive a refund email from Paytrail if an online business has issued a refund that could not be processed automatically.
- The online business issued a refund, but your bank’s technical limitations prevent automatic processing in some cases.
- The payment was made via S-Pankki or Ålandsbanken (depending on the bank’s systems).
- The payment was made via Nordea more than 13 weeks ago (depending on the bank’s systems).
- The payment was made via Handelsbanken (as they have discontinued operations in Finland).
- The online business issued a refund on the same day the payment was made. In some instances, same-day refunds cannot be processed automatically, and an email refund is sent instead.
- The refund could not be returned automatically to the original card because the card is no longer valid, has expired, or is otherwise unavailable.
When one of these situations occurs, Paytrail sends you an email with a secure link where you can safely provide your account number so the refund can be completed. The email is sent to the address you used when placing your order or when making the payment. It includes the store name, refund amount, and original payment reference.
If you are unsure which email address was used when making the payment, please contact the business where you made the original purchase.
You may also receive a refund email from Paytrail if a payment intended for an online business was made manually in your online bank instead of being completed through the business’s website, app, or payment link.
In these situations, the online business or Paytrail customer service may already have been in contact with you before the refund email is sent.
Learn more about why your payment did not reach the online business.
How to provide your account number
- Open the refund email from Paytrail and click the secure link.
- Enter your account number in the IBAN field and click Continue to verification.
- Select your bank and verify your identity using your online banking credentials. Once completed, the refund is processed and usually appears in your account within 1–3 business days.
Your account number must be in IBAN format (for example, FI00 0000 0000 0000 00). Your details are always stored securely in Paytrail’s system through an encrypted connection.