Customer service

Paytrail may appear as the recipient of a payment on your statement instead of the name of the online business, as Paytrail acts as the payment service provider.

How to find out who the payment was for:

• Check your email for an order confirmation from the online business, or a payment confirmation from Paytrail. Be sure to check your spam folder too!

What types of payments might show Paytrail as the recipient?

• Payments made in various online businesses
• Digital products such as event tickets, travel tickets, and games
• Accommodation, travel, and beauty services
• Membership fees and donations
• Passport and ID applications via the Finnish Police’s online service
• Payments to the Finnish Patent and Registration Office (e.g. business change notifications)
• Also consider whether a family member may have made the payment on your behalf

Still don’t recognize the payment?

Please email us at payments@paytrail.com and include the following information:
 • Bank payment: a screen shot of the payment from your bank statement with payer's name as it appears on payment, date, amount, reference number/message.
 • Card payment: Payment date, amount, and the last four digits of the card used.

Paytrail also works with other payment providers such as Adyen, Holvi, and Nuvei, which may also appear as the recipient of your payment.

The order confirmation from the online store usually serves as your receipt. If you need an official receipt, please contact the store where the purchase was made.

Paytrail can’t provide a receipt, as we’re not a party to the actual purchase. In many cases, you’ll receive a payment confirmation email from Paytrail that includes the online store’s details.

If you do not remember where you made the purchase, please send us an email at payments@paytrail.com. 

Include the following information in your message:
 • Bank payment: a screen shot of the payment from your bank statement with payer's name as it appears on payment, date, amount, reference number/message.
 • Card payment: Payment date, amount, and the last four digits of the card used.

Always first contact the online store where the payment was made. As the payment service provider, Paytrail does not deliver products or make changes to your order.

If you’re unable to reach the merchant within a reasonable time, please email us at payments@paytrail.com. 

Include the following information in your message:
 • Bank payment: a screen shot of the payment from your bank statement with payer's name as it appears on payment, date, amount, reference number/message.
 • Card payment: Payment date, amount, and the last four digits of the card used.

We’ll work with the online business to check the status of your order and payment as soon as possible.

The online store is responsible for processing the refund. If you’re unable to locate your refund, please review the instructions below.

Online bank refunds:

• The refund is returned to the same bank account used for the original payment.

• It usually appears within a few business days.

• In some cases, the refund may show under the original payment date in your account.

Card refunds (debit/credit cards):

• The refund appears as a credit in your card transactions or on your credit card statement, reducing the total of your next invoice.
• The credit usually appears within 1–10 banking days from the time the refund is initiated, or on the original payment date.
• If you still don’t see the refund, please contact your card provider for assistance.

MobilePay refunds: 

• MobilePay payments are processed as card payments.
• Refunds do not appear in the MobilePay app — they show in your card transaction history.
• How the refund appears depends on whether your MobilePay account is linked to a credit or debit card.
• For more details, see the Card refunds section above.
• If the refund is made on the same day as the original charge, it may show as 0€ or the original charge may disappear entirely from your transaction list.

Invoice-based refunds (Walley or OP Lasku):

• Refund details are automatically sent  to the Buy now, Pay later (BNPL) service provider.
• You can check the status of the refund by logging into their respective portals:
  • Use the Walley app or log in via their online portal.
  • Log in to OP’s online services.
• If you’ve already paid the invoice or need additional help, contact the BNPL provider directly for further instructions

Refunds are typically returned automatically to the same bank account used for the original payment, so there’s no need to provide your account number again.

In some cases, you’ll need to provide your bank account number for the refund. If that’s required, Paytrail will send you an email with a secure link where you can safely submit your account details.

You’ll need to provide your account number in the following situations:

• Payment was made via S-Pankki (this can vary depending on the bank interface)
• Payment was made via Ålandsbanken
• Payment made via Handelsbanken (due to the discontinuation of their operations in Finland)
• Payment made via Nordea that is more than 13 weeks old

Payments via Paytrail are always completed directly in the online store or service by choosing one of the available payment methods. Following the steps below will help ensure a smooth and secure payment experience.

How to pay via Paytrail:

1. Choose your products and proceed to checkout
2. Select a payment method:
   • Available options typically include online banks, cards, mobile payments, and Buy now, Pay later options. 
   • Available payment methods may vary by online store.
3. Complete the payment:
   • Follow the instructions to confirm the payment securely.

Important:

• Do not make direct bank transfers to Paytrail’s accounts.
  All payments must go through the checkout process provided by the online store. Direct transfers cannot be matched to your order and may cause delays.
• Made a direct transfer by mistake?Visit our Help Center for instructions on how to proceed.
• Paytrail Oyj will appear as the payment recipient because we process the payment on behalf of the online store.

A payment may remain incomplete if the return to the online store fails—such as when the browser is closed too early or the internet connection is lost. If your payment went through but the store hasn't received confirmation yet, follow these steps:

Check the payment in your online bank

• If the payment appears as successful, the details are usually forwarded to Paytrail and the online store within 1–3 banking days. Once received, the store can process your order.
  • If your order is urgent, you can speed things up by sending your payment details directly to the online store.
• If you haven’t received an order confirmation within three banking days, contact the store’s customer service to check the status of your order.
• If you’re unsure whether the payment went through, please contact Paytrail Customer Service for assistance.

The Merchant panel is a tool for tracking and analyzing your payment traffic. In the panel, you can:

• Monitor payments and issue refunds
• View settlement details and download reports for accounting
• Update your agreement information and manage user access
• Manage the payment methods available in your store

If you’d like to learn more about the Merchant Panel and its features, visit our Help Center.

Verifying the payment and fulfilling the order

Confirm the payment method with the customer: Ask the customer which payment method they used and whether the payment shows as successful in their online bank or payment app.

Search for the payment in the Merchant panel: Use the available filters to search by amount, time, reference, etc. See instructions on searching for payments.

Fulfill the order once the payment shows as Paid: If the payment status in the Merchant Panel is Paid, you can go ahead and fulfill the order.

What if the payment is still in New status?

Sometimes a payment may remain temporarily in New status. This can happen if the return to the online store failed (e.g. the customer closed their browser or lost internet connection after payment).

Money has left the customer’s account: The payment status usually updates to Paid within 1–3 banking days.

Don’t ship until the status is Paid: We recommend waiting for the status to update before fulfilling the order.

Most e-commerce platforms support automatic updates (callbacks): When enabled, your store will receive status updates as soon as Paytrail confirms the payment. Read more about callbacks in our documentation.

1. Always issue refunds through the Merchant panel or via the payment API:
This ensures the refund is automatically linked to the correct payment method.

2. Make sure there are sufficient funds: Refunds are debited directly from your merchant account balance.
Check that your account has enough funds to cover the refund.

3. Add funds to your merchant account if needed: You can transfer funds to your merchant account directly in the Merchant panel.

More instructions: 

You’ll find step-by-step instructions for issuing refunds in our Help Center.

What is a payment link?

A payment link is a simple and secure way to request payment from your customer by email. With just one click, they can pay using their preferred method.

Why use payment links?

✅ No hassle – No invoice or payment terminal needed

 🔄 Flexible – Perfect when the purchase isn’t made through your online store

⚡ Fast payments – Customers can pay immediately, and you get paid faster

📊 Full visibility – Every payment shows up in your Merchant Panel and payout reports

You can find step-by-step instructions for creating a payment link in our Help Center.

💡 Tip: Use payment links for quick, flexible sales — whether you’re taking orders by phone, in a chat, or following up on an existing purchase.

Getting started with Paytrail is designed to be fast and easy — so you can begin accepting payments online quickly and reliably!

Step-by-step setup process:

1. Fill out the sign up form on our website.

2. Access the Merchant Panel: You’ll receive your login credentials by email. Sign in and complete the required details under Merchant account. If your business is registered in Finland, then electronically sign the agreement. If your business is registered in the EU, fill out the agreement and review our terms. Once filled out, print it and have the authorized signatory for the company physically sign it. Then email it to us at support@paytrail.com 

3. Customer service will contact you: Once the information has been completed and the agreement signed, we will review everything and get in touch.

4. Service activation: Once you receive confirmation by email, your payment service is active — and you can start accepting payments online!

Quick start: If you ordered Paytrail through your eCommerce platform provider, you can skip directly to step 3. 

If you’re in a hurry to go live, please contact our sales team

Test the payment service before going live

You can test Paytrail in the live environment — even before your agreement is signed — using the following test credentials:

Merchant ID: 375917

Secret key: SAIPPUAKAUPPIAS

How to make test payments:

• Add the test credentials to your platform’s payment settings.
• Use the test credentials provided in our documentation
• No real funds are transferred — test payments won’t be processed or forwarded

Guides and support:
You can find compatible platforms and installation guides on our website.

You can also contact your store’s developer or technical partner if needed.

Paytrail sends payments to your account automatically, according to your selected settlement cycle and payout speed.

Settlement process

1. Settlement is generated

• Settlements are generated automatically at midnight, based on the settlement cycle defined in your agreement.
• All payments made before that time are included, regardless of the payment method.

2. Settlement is paid out

• The settlement is transferred to your bank account according to your selected payout speed.
• By default, payouts are made within 2 banking days — for example, a settlement generated on Monday will be paid out on Wednesday.

You can view your current settlement cycle and payout speed in the Settings section of the Merchant panel. Learn more about settlement cycles.

Learn more about reconciliation and accounting.

Cart abandonment is often caused by a missing preferred payment method or a checkout process that feels unclear. Offering a variety of payment options helps reduce drop-offs and boost conversions.

Paytrail gives you access to a wide range of popular payment methods::

• Bank payments – All major Finnish online banks
• Card payments – Visa, Mastercard, and American Express
• Mobile payments – Apple Pay, Google Pay, MobilePay, and Siirto
• Buy now, Pay Later methods – OP Lasku, OP Tililuotto, Walley, and Walley B2B Invoice

You can easily manage your active payment methods in the Merchant panel under Payment methods.