I paid the wrong amount or sent a payment to the wrong recipient
If you made a payment through Trustly but paid the wrong amount, or sent the payment to the wrong recipient, contact the merchant directly. This applies whether you made a deposit or sent funds to another account.
Trustly is not able to reverse or cancel payments on behalf of consumers. If a correction is needed, the merchant will contact Trustly directly to resolve it.
What to do
Contact the merchant directly and explain what happened. The merchant will review your case and let you know the next steps.
When you contact the merchant, have the following ready:
- Proof of payment
- Any confirmation provided by the merchant, such as an order confirmation, booking reference, or receipt
Having these ready will help the merchant identify your payment more easily.
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