How to refund a Trustly transaction


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.