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Why haven't I received a refund from the merchant yet?

There may be several reasons you haven't received your refund from your merchant yet.

Trustly is a digital payment provider which works as an intermediary between the consumer and the merchant. That means that we process transactions, but we don't hold your funds. Instead, they are forwarded directly to your bank account from the merchant as soon as they initiate a refund in their system.

When a refund is initiated by the merchant, it will be sent directly from the merchant back to your bank account, without stopping at Trustly. We do not hold your funds. The timeframe for this is according to the merchant's refund policy.

Some things to keep in mind:
  • Please be aware that there might be internal delays with handling refund requests from merchants related to travel due to increased demand. Please contact your travel merchant for further information.
  • Please also note that any notification about the purchase, confirmation email, tickets etc. is purely associated with the merchant. Therefore, Trustly isn't able to provide these.
  • Weekend and holidays may affect the processing time of your transactions.


Trustly is not in a position to initiate refunds nor can we cancel transactions. If the need arises for a refund or cancellation, please contact the merchant directly.

Contact our support team

We’re here for you 24/7 via chat, text, email or by requesting a call back.

Contact our support team

We’re here for you 24/7 via chat, text, email or by requesting a call back.