What it is

Trustly is a popular payment method used for online shopping and gaming. Within MultiSafepay, Trustly can easily be integrated and processed within most supported MultiSafepay plugins

Trustly is fast, simple and secure, and it is supported in 29 countries, as follows: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom.

Your customers are able to pay from the account of their choice, using their familiar banking credentials.

How it works

When the customer selects Trustly as payment method, he/she needs to select the desired country. By doing so, all online banks that are connected to the payment method Trustly will be presented to the customer. The customer can finalize the payment by logging in with the banking details.

Transaction flow

The transaction flow shows the different ways a transaction can be processed. This differs per payment method.

  • Order status
    The order status indicates the status of the order, such as completed, pending or rejected. The order status is independent of the incoming or outgoing payment of the transaction.

  • Transaction status
    The transaction status indicates the payment status of the transaction, such as completed, pending or rejected. Once the transaction status is completed, the amount of the transaction is added to your MultiSafepay balance.

Order Status Transaction Status Description
Initialized Initialized A payment link has been generated, but no payment has been received yet.
Completed Completed A successful Trustly transaction has been received and the funds will be added to your MultiSafepay Control balance.
Declined Declined Transaction has been rejected.
Uncleared Uncleared Transaction is successful, but awaiting payment confirmation from Trustly.
Expired Expired An unfinished transaction will automatically expire after a predefined period.
Void Cancelled Transaction has been cancelled.

Refund flow

Order Status Transaction Status Description
Initialized Initialized A refund has been requested.
Completed Completed Refund has been successfully processed.

The full API reference for Trustly cards can be found here

Supported plugins Version
Magento 2 Available from version 1.5.0
Magento 1 Available from version 2.4.1
WooCommerce Available from version 3.2.0
OpenCart Available from version 2.2.0
PrestaShop 1.7 Available from version 4.2.0
CS-Cart Available from version 1.3.0
Drupal 8 Available from version 1.0
Shopware 5 Available from version 2.0.2
X-Cart Available from version 2.2.0
Shopify Available from Shopify

Product rules

Some rules may apply to certain payment methods. For Trustly, the following rules apply:

  • Refunding more than the stated amount of the original transaction is possible with Trustly. More information is available on our refund more than original amount page

  • Successful Trustly transactions have no expiring date regarding refunding, as long as the receiving bank is able to process the refund

  • The lifetime of a payment link can be adjusted. This might be beneficial for your inventory. The adjustment can be processed through the days or seconds active. Full documentation can be found on our lifetime of a payment link FAQ page.

  • In exceptional cases, the uncleared status can occur for Trustly. In this case, it is up to Trustly to inform MultiSafepay of the correct status. This can be a completed status, as well as a declined and / or expired status. The uncleared status automatically expires after 5 days.

  • Trustly can be offered in the following currencies:

    • Euros (EUR)
    • Pounds (GBP)
    • Swedish krona (SEK)


With MultiSafepay, Trustly is an additional (non-standard) payment method.

You can submit the application to activate the payment method through one of our account managers at [email protected]

Our team will assess whether you are eligibe for this payment method.

Request refund

Please follow these steps to refund a Trustly transaction:

  1. Login into your MultiSafepay Control
  2. Select transaction -> transaction overview
  3. Find the transaction through search
  4. Open transaction
  5. Select refund
  6. Fill in the amount that you want to refund to the customer.
  7. Confirm.

Please note that by default, MultiSafepay does not allow for you to refund more than the stated amount of the original transaction. Please refer to the product rules for more information.

The transaction status is now initialized. As long as the transaction status is marked as initialized, the refund can be cancelled. When the transaction status is marked as completed, the refund is processed correctly. The customer will receive the refund to the bank account number in which the transaction was originally paid to, within the next business day.

A refund will only be processed if your balance on your MultiSafepay Control is positive.

In the event of a failed Trustly refund, please contact our support team at [email protected] to assist you.


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Other languages

Liever uitleg in het Nederlands? Neem contact op met uw accountmanager.

Vuoi ricevere informazioni in italiano? Contatta il tuo account manager.

Falls Sie eine deutschsprachige Erklärung bevorzugen, kontaktieren Sie bitte Ihren Kundenbetreuer.

Prefieres tener la explicación en Español? Contacta con tu gerente de cuentas.

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