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Consumer support

Maksuturva transfers your payment online. We are glad to assist you in matters related to payments.

 

Frequently Asked Questions

Is paying through Maksuturva safe?

All data transfer is encrypted, so payment via Maksuturva is always safe. We also do not transfer your information to third parties for marketing purposes.

Does using Maksuturva cost me anything?

No. Maksuturva is a service that is always free-of-charge to consumers, so we do not charge you any fees.

A payment has gone from my account/card and the payee is Maksuturva Group Oy / Suomen Maksuturva Oy, what does this mean?

Maksuturva is the payment service provider: this means that payments in web stores and related services go via us to the merchant. For this reason, the name Maksuturva Group Oy or Suomen Maksuturva Oy appears on the account statement or card invoice as the payee. If it is unclear to you what the payment covers, please contact Maksuturva’s Customer Service.

I want to return a product or cancel an order, how do I do that?

If the web store uses Maksuturva’s uyer's Assistant, you have the possibility of making changes to your order on your Buyer's Assistant web page. You have received a link to the service on the order date from Maksuturva by email as well as when the order has been sent or delivered to you. If you do not find such messages in your email (or your spam folder), please contact Maksuturva’s Customer Service.

What is Buyer's Assistant?

Please note that not all web stores use Buyer's Assistant. Maksuturva’s Buyer's Assistant ensures that your payment is transferred to the web store only after your order has been delivered in accordance with the report of the merchant or transport company, and the inspection period has expired. The inspection period is stipulated by the web store concerned, and during this time you can make changes to the order.


The date by which you can make changes is mentioned on the Buyer's Assistant web page. After this, the payment is transferred to the web store. If for some reason you do not receive your order, there are faults/omissions, or you want to make changes, you can use the functions in Buyer's Assistant. You will get a link to the service by email from Maksuturva.

If you do not want to make changes to the order, you don’t have to do anything – in that case, the payment is transferred to the web store after the inspection period is over. If the web store does not use Buyer's Assistant, no changes can be made to orders via Maksuturva. In this case, it is better to contact the web store directly regarding changes.

According to Finnish law, you always have 14 days after the order date to change or cancel your order. If this can't be done through Buyer's Assistant, then it is good to contact the web store directly. The right to change or cancel your order does not apply to all products or services, read more here (in Finnish).

I have not received my order, what should I do?

If the web store uses Maksuturva’s Buyer's Assistant, you can make a complaint through the service. A complaint freezes your order payment: it cannot be transferred to the merchant before the merchant has made a refund or the complaint is cancelled. A complaint also goes automatically in the form of a message to the web store, so the merchant is able to react to the matter. If the web store is not using the Buyer's Assistant feature, you should contact the web store’s Customer Service directly.

Why should I report my account number for a refund?

In some cases, you should report your account number in Buyer's Assistant if you have paid for your order from an online bank so that we can refund the payment to you. This is due to the fact that we do not collect or store consumers’ bank account or card information: in order to refund the payment to you, we must first know the number of the refund account. Reporting the account number in Buyer's Assistant is safe because all data transfer is encrypted and you are able to report your account number only via the link sent to you by Maksuturva.

Until when can I make changes to my order?

Web stores have various procedures concerning how long you can make changes to your order as a customer via the Maksuturva service, presuming that the web store has the Buyer's Assistant feature in use. The date by which you can make changes in Buyer's Assistant is stated on the front page of the Buyer's Assistant service. After this, the payment is transferred automatically to the web store.

According to Finnish law, you always have 14 days after the order date to change or cancel your order. If this can't be done through Buyer's Assistant, then it is good to contact the web store directly. The right to change or cancel your order does not apply to all products or services, read more here (in Finnish).

How do I know when the order is delivered to me or when it should arrive?

You will receive an email message from Maksuturva after the merchant has added delivery information to your order. If the order has been sent as a registered delivery, you can monitor it via Buyer's Assistant. You receive a dispatch notice from the transport company, and when you have acknowledged that the order has been received to the transport company, this information is transferred to Maksuturva. Then you get a notice of delivery email message in which you're informed about what to do next if you want to make changes to your order.


Maksuturva does not monitor the delivery of orders for which the merchant has not reported the tracking ID. For these orders, you receive an email notification where it is stated that you will receive your order within a few days. Maksuturva provides a certain date in the message by which you can make changes to the order. You can get more information about delivery of the order from the web store’s Customer Service.

Why haven’t I received order confirmation by email from Maksuturva?

Email is our primary channel of communication, and Maksuturva may send you important information about your order by email. For this reason, it is important that you provide a functioning email address in connection with your order and have checked to make sure the address is correct. If you suspect that the email address provided is incorrect, please contact our Customer Service. Do check your spam folder from time to time as well, since some email programs may filter our messages as spam.

I tried to make a purchase by invoice / part payment, but the purchase did not succeed, why?

The most common reason is a negative credit decision. Maksuturva is not provided with the details of a negative credit decision. In such instances, you should make contact with the credit issuer, which is Lindorff Oy, Svea Ekonomi or Resurs Bank with web stores using Maksuturva.

Lindorff Oy
+358 (0)2 2700550
eramaksu.fi@lindorff.com
www.lindorff.fi

Svea Ekonomi Ab
+358 (0)9 42 423330
asiakasinfo@svea.fi
www.svea.fi

Resurs Bank Ab
+358 (0)9 622 4308
asiakaspalvelu@resurs.fi
www.resurs.fi

I tried to make a purchase by card, but the purchase did not succeed, why?

Please check that your card has sufficient funds and that it is activated for paying online. You can check this from your own bank or card provider.

I have a question concerning payment by invoice, who should I contact?

In questions concerning paying by invoice and delaying the date due as well as other invoicing matters, you should contact Lindorff, Svea or Resurs Bank directly.

Lindorff Oy
+358 (0)2 2700550
eramaksu.fi@lindorff.com
www.lindorff.fi

Svea Ekonomi Ab
+358 (0)9 42 423330
asiakasinfo@svea.fi
www.svea.fi

Resurs Bank Ab
+358 (0)9 622 4308
asiakaspalvelu@resurs.fi
www.resurs.fi


 

More questions?

Customer Service

+358 9 4241 7040 (weekdays 9:00 am - 5:00 pm)
customerservice@maksuturva.fi