Trustly, What is it?

The payment method 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 a payment method that is fast, simple and secure.

Supported within 29 countries:

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 login details.

Trustly, How does it work?

When the customer selects the payment method Trustly, the customer 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.

Trustly transaction flow

Order Status Financial 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 considered a high risk and the customer needs to do something in their account (for instance funding the balance).
Expired Expired An unfinished transaction will automatically expire after a predefined period.
Void Canceled Transaction has been canceled.

Trustly transaction, refund status flow

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

Full API reference on the payment method Trustly.

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. These rules apply to the payment method Trustly.

  • 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 on the lifetime of a payment link can be found on our FAQ page, Lifetime of a payment link

  • In exceptional cases, the uncleared status can occur within the payment method 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).

How to activate Trustly

Before applying for the payment method Trustly, check with your account manager at MultiSafepay if you are eligible for the payment method.

Trustly is an additional payment method. Therefore, an application is required. Submit your request by contacting your account manager or contact us at [email protected]

How to refund a Trustly transaction

Please follow the following steps to refund a Trustly transaction.

  1. Login at 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.

MultiSafepay does not allow you to refund more than the stated amount of the original transaction

The transaction status is now initialized, as long as the transaction status is marked as initialized, the refund can be canceled. 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.

Refunds will not be processed when your MultiSafepay balance is insufficient.

When you are not able to refund an Trustly transaction, contact our support at [email protected] to assist you further.