Customer service

Paytrail is a payment service provider and provides online payment methods to online businesses. If you see Paytrail on your statement, it is because we have handled the payment made to an online store or business.

Here's some ideas to help jog your memory :)

• Have you paid state or municipal fees online? Payments made for passports and/or ID card applications to the Police e-services are handled by Paytrail.
• Have you made any changes to your business? The Finnish Patent and Registration Office uses our service (i.e. company change notifications).
• Did you buy any digital products: ebooks, movies, games or music?
• Did you make any travel arrangements around that time? Reserve a hotel room or rent a car?
• Did you buy concert tickets or other type of event tickets?
• Did you donate to a charity or pay membership fees?
• Have you given your card details to your spouse, or children?
• Usually you get an order confirmation when paying online, have you checked your email for confirmations received around the same date as the payment was made. It wouldn't hurt to also check your junk mail as sometimes these emails can be considered spam.

If you still don't know what the payment was for, feel free to send us a message at payments@paytrail.com. We will be happy to help! When contacting us, please have the following payment information available: 

For online bank payments: a screen shot of the payment from your bank statement with all payment details visible (payer's name as it appears on payment, date, amount, reference number/message). Or if a screen shot isn't possible, the same info: payer's name as it appears on payment, date, amount, reference number/message. 

For card payments: the last 4 digits of your card, the date, amount of the payment. 

Where can I get a receipt for my purchase?

Most online stores will email you an order confirmation, which will also serve as a receipt.

If you have not received your order confirmation or you can no longer find it, please contact the online store where you made the purchase. 

If you do not remember where you made the purchase or do not have the contact information for the online store, please send us a message at  payments@paytrail.com. Please make sure to provide either a screen shot of the payment from your bank statement with all payment details visible (payer's name, date, amount, reference number/message) or for card payments the last 4 digits of your card, the date, amount of the payment. We are happy to help!

Always first contact the online store where the order was placed. Please be patient, some online stores take several days to reply. If you are unable to reach them, please contact our customer service and we will be happy to assist you. Please make sure to provide either a screen shot of the payment from your bank statement will all payment details visible (payer's name, date, amount, reference number) or for card payments the last 4 digits of your card, the date, amount of the payment. 

We will work with the online store to determine the status of your order and payment as soon as possible.

If you prefer to cancel your order paid via Paytrail, please use these instructions.

Refunds should be made to the same payment method that you originally used to pay for the purchase. If it's been agreed with the merchant that a refund will be made to you and the merchant has already said that they have refunded the payment, but you cannot find the refund, please see the instructions below:

Online bank refund:

• It usually takes a few business days to process the refund due to the money being transferred between banks.

• The refund is made to the account where you originally made the payment from. Please note that the refund may also appear in your online bank on the original payment date.

Card refunds (debit/credit cards and MobilePay):

• The credit to your card can appear in different ways:
  
  • As a credit in card transactions (Note! So not in account transactions, but specifically in card transactions). The credit can appear either 1-15 banking days after the refund is initiated, or on the original payment date.
  • As a credit on your credit card statement. In this case, the credit will not necessarily appear on the card transactions, but the credit has been taken into account and can be seen on the next billing cycle.
  • If needed, you can contact your card issuer if you are not sure how the refund will be handled.

Refunds made to invoices (Walley, Jousto or OP Lasku):

• Information about the refund is automatically forwarded to the Buy now, Pay later service. Most Buy now, Pay later services have their own portal where you can check the status of the refund.
• If you return part of your order, you can deduct that amount from the total amount of the invoice you have already received. In the case you are paying in installments, the amount of your refund is automatically deducted from the total amount of the loan.
• If you have already paid the invoice and you are entitled to a refund, please contact the Buy now, Pay later service regarding the refund of the overpayment.

After the merchant has agreed to the refund, they will initiate a refund for your payment. If you originally paid for the purchase through your online bank, the refund will be automatically made to the account from which you originally made the payment.

If you have made a payment through S-Bank or Ålandsbanken or the bank's time frame for direct refunds has expired, you will receive an email from Paytrail that will ask you to provide your account number for the refund. Make sure to enter your account number in the official IBAN format. The IBAN has a total of 18 characters and begins with the letters FI. After you have provided your account number, you will need to verify your identity and then the refund will be processed. 

The Merchant panel is a versatile payment traffic monitoring and analysis tool, where you can make refunds and get reports for accounting purposes.

You can find instructions on using the Merchant panel in our Help Center.

It is possible to create a payment link for the customer via the Merchant Panel. See instructions for creating a payment link in this article.

Paytrail's payment service is easy and fast to start using.

Here's how to get started:

1. Fill out the order form on our website.

2. Our customer service team will be in touch to welcome you and instruct you on how to complete your order and tell you more about the service.

3. You will receive Merchant panel credentials via email. After that, visit the Merchant panel to fill out more information related to the order in the Merchant account section.

4. If your business is registered in Finland, make sure to sign the agreement with us via the Merchant panel. If your business is registered in the EU, please send us a message and we send you an agreement for signature.

5. Once we have reviewed the agreement, you will receive an email when the service is ready to use. After that, you can start taking payments online!

If you have placed your order directly through your e-commerce platform provider, you will proceed directly to step 3.

If you are in a special hurry to start using our service, please contact our sales team by phone: +358 20 718 1824. 

You can test our payment services in your online store before signing an agreement. Payments made using test credentials will not be processed.

To test the payment service, the test credentials below should be placed in the payment settings of your online shopping platform. Compatible platforms and links to platform-specific installation instructions are compiled on our website. If necessary, ask the technical partner of your online store for instructions. Payments to the test merchant will not be forwarded.

Test credentials:
• Merchant ID: 375917
• Secret key: SAIPPUAKAUPPIAS

With test credentials, you can test most of the payment methods included in our payment service. You can find the payment method specific credentials needed for testing in our documentation.