Please follow the following steps to refund a Trustly transaction.
- Login at your MultiSafepay Control
- Select transaction -> transaction overview
- Find the transaction through search
- Open transaction
- Select refund
- Fill in the amount that you want to refund to the customer.
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.