If you paid for an order but have not received it, the online store is usually the best place to check the status of your order. Below you'll find the information to check before contacting Paytrail and what to do if you cannot get an update from the online store.
Before contacting Paytrail
Before contacting Paytrail, check the following:
- That your payment was completed successfully
- Whether you received an order confirmation from the online store
- The delivery time promised by the online store
- Any tracking number or delivery update emails
- Any emails from the online store, including in your spam or junk folder
If you cannot find an update about your order, contact the online store directly to ask about its status.
If the store does not respond within a 7-10 business days, please contact our customer service team. To help us investigate faster, include the following details when you get in touch:
- Online bank payments: a screenshot of the payment from your bank statement showing the payer’s name, date, amount, and reference number. If you cannot send a screenshot, provide the same details in text.
- Card payments: the last four digits of your card number, the payment date, and the payment amount.
We will check with the online store as soon as possible.