Paytrail

Customer service

We are here to help you with all your questions. Check out FAQ below or contact us via chat, email or phone. 

Go to customer service for merchants 

Customer service for consumers 

Have you paid for something online via Paytrail? Here are you can find answers to frequently asked questions. 

 

What's this payment to Paytrail on my statement?

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 business.

These can help jog your memory 🙂

  • Usually you get an order confirmation when paying online, check your inbox and junk folder around the same date as the payment was made.
  • After payment, Paytrail emails a payment confirmation in cases where the online business has provided us with the payer's email address. The final recipient of the payment is on the payment confirmation.
  • Have you paid state or municipal fees online?
    • Police e-services uses Paytrail for payments made for passports and/or ID card applications.
    • Trafi uses Paytrail for payments made to renew driver's licenses and changes to vehicle ownership or use
  • Have you made any changes to your business? The Finnish Patent and Registration Office uses our service (i.e. company change notifications).
  • Have you bought any digital products via mobile app such as tickets, games, ebooks or music?
  • Have you made any travel arrangements around that time? Reserve a hotel room or rent a car?
  • Have you donated to a charity, paid membership fees, or registered for a course at an educational institution?
  • Have you given your card details to your spouse, or children?

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

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!

I paid but haven't received my order, what now?

 

Always first contact the online store where the payment was made. Please be patient, some online stores take several days to reply.

If you are unable to reach them, please contact our customer service. Please make sure to provide as much info as possible to speed up the process. For online bank payments, a screen shot of the payment from your bank 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 will contact the online business to discuss the situation as soon as possible.

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

I can't find a refund even though I should have already received it, what advice can you offer?

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 refunds:

  • 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):

  • 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.

MobilePay refunds: 

  • Refunds do not show in the transaction of the MobilePay app.
  • The refund can appear in MobilePay in different ways, depending on whether a credit or debit card is connected to MobilePay.
  • See card refunds description.
  • If the refund is made on the same day as the original charge, the refund may change the amount of the charge to 0€ or the original charge may be removed from the transactions completely.

Invoice refunds (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.

Do I need to provide my account number for a refund?

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 Ă…landsbanken 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. 

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You can easily find answers to many questions in our Help Center. 

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Customer service for consumers

Contact information

Our customer service is open every day.

Contact information:

+358 20 718 1830 (0,0835 €/call + 0,1669 €/min (VAT 25,5 %))
Please have your payment information ready when calling.
Mon.-Fri. 8-22, weekends 10-18 
 
In 2024, customer service will be closed on the following public holidays: 06.12., 24.12. and 25.12.

Customer service for merchants

In this section you can find answers to frequently asked questions.

How can I use Merchant panel and how do I get settlement reports?

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.

The customer says they have paid for the order, but I can’t find it or the order appears unpaid?

Please find out what payment method the customer used when making the payment and if the payment was successful. You can then search for the payment in the Merchant panel using several different search criteria. You can find instructions for searching for payments in our Help Center. If the customer’s payment has a status of “Paid” in the Merchant panel, you can deliver the customer’s order/provide the service.

Sometimes a successful payment can temporarily remain in the “New” status. This can happen if there’s an interruption in the redirect from the bank to the online store (e.g. the customer closed the browser or there was internet connection issue). If the money has been deducted from the customer’s account, Paytrail will receive information that the payment was successful within 1-3 banking days, after which the status of the payment will change to Paid in the Merchant panel. You should send the order or render service only when the payment status is Paid.

Most e-commerce platforms have a callback feature, whereby information about a change in payment status is sent as a callback to the online store. More information about callback can be found in our documentation.

How can I create a payment link?

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.

 

How can I start using the service? 

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

Here's how to get started:

1. Fill out the sign up 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.

How can I test Paytrail's payment system?

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.

How do I refund a payment to the customer?

Always make refunds in the Merchant panel or through the payment interface to the customer’s payment. This ensures that the refund is made to the same payment method originally used. Refunds are deducted from the merchant’s merchant account balance. So please make sure that the merchant account balance is sufficient to make the refund. You can also transfer funds to your merchant account.

You can find instructions on making refunds in our Help Center.

Need more help?

You can easily find answers to many questions in our Help Center. 

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contact information

Contact information

Our customer service is open every day.
support@paytrail.com

Phone customer service is open Mon.-Fri. 8-22, weekends 10-18.

Call us

In 2024, customer service will be closed on the following public holidays: 06.12., 24.12. and 25.12.
 
Kundtjänst på svenska
Vardagar kl. 8-17
kundtjanst@paytrail.com
 
Technical support

Invoicing addresses

When sending us an invoice (printed or electronic), please use the invoicing address.

Paytrail Plc

Business ID: 2122839-7
E-invoices (only in Finland):
OVT ID: 003721228397
Operator: Maventa (003721291126)
Operator ID, when sending from bank network: DABAFIHH

Emailed invoices:
21228397@scan.netvisor.fi 

Mailed invoices:
PAYTRAIL PLC
21228397
PL 100
80020 Kollektor Scan

Paytrail Technology Ltd 

Business ID: 2552865-3
E-invoices (only in Finland):
OVT ID: 003725528653
Operator: Maventa (003721291126)
Operator ID, when sending from bank network: DABAFIHH

Emailed invoices: 
25528653@scan.netvisor.fi 

Mailed invoices:
PAYTRAIL TECHNOLOGY LTD
25528653
PL 100
80020 Kollektor Scan

Checkout Finland Ltd

Business ID: 2196606-6
E-invoices (only in Finland):
OVT ID: 003721966066
Operator: Maventa (003721291126)
Operator ID, when sending from bank network:  DABAFIHH

Emailed invoices:
21966066@scan.netvisor.fi 

Mailed invoices:
Checkout Finland Ltd
21966066
PL 100
80020 Kollektor Scan

Do you need more help?

If you couldn't find an answer to your question, no worries! You'll find more answers to frequently asked questions from our Help Center.

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