Merchant Support.

In most cases, settlements are paid out the next business day after the order has been activated, unless otherwise agreed.

The service fee is the percentage-based fee Walley charges on the total purchase value. This fee is deducted from the settlement amount and appears as a negative entry in the settlement report. The service fee is subject to VAT in Sweden.

Yes, settlements can be retrieved automatically via Walley's Settlements API. You can find the documentation here: https://dev.walleypay.com/docs/reports/endpoints. For more information, please contact our merchant support at help@walley.se.

Need to update your bank account for settlements? Contact Merchant Services at help@walley.se. We’ll need a bank statement confirming that the account belongs to your company.

You’ll find your settlement reports in Merchant Hub under the Reports tab.

No, positive adjustments cannot be made for card or bank payments. Only negative adjustments, such as refunds, are possible.

Yes, Walley automatically sends an updated invoice when a partial return is processed. For installment payments and account purchases, the amount is adjusted on the next month’s invoice.

You can extend the invoice due date via Merchant Hub or through the Payments API (if agreed with Walley). The extension can only be made once per invoice and applies only to invoice purchases.

- For instant payments, Walley automatically processes the refund via the original payment method.

- For other payment methods, the customer receives an email from Walley with instructions to enter their bank details in MyWalley. Once the information is received, the refund is processed within 1–3 business days.

- For installment payments or credit accounts, the customer’s balance is reduced instead of a refund being issued.

- For business invoices, a credit note is automatically created upon return or adjustment. To receive a payout, the customer must contact Walley’s B2B customer service at b2b@walley.se.

An invoice can have a pending status for up to 90 days before it is automatically canceled, unless otherwise agreed.

In most cases, merchants can extend the activation period themselves via Merchant Hub, depending on when the purchase was made and other factors.

- If an extension is possible, this option will appear in the order view when 7 days or fewer remain before the final activation date.

- If an extension is not available, please contact Merchant Services at help@walley.se.

An “On hold” status means the purchase is undergoing a fraud check. The invoice cannot be activated until the review is complete, and a new status has been assigned.

For more details, visit the Anti-Fraud section in our Developer Portal.

In MyWalley, customers get full control over their payments. They can, among other things:

- View and pay invoices

- Extend due dates

- Choose to pay in installments

- Add their bank account for faster refunds

The invoice is sent as soon as the order is activated. We recommend merchants activate invoices when the order is shipped.

- For account and part-payments, the invoice is sent the following month.

- For promotional campaigns (e.g., Buy now, pay in two months), the invoice is sent in the month it becomes due.

If a payment is canceled, the reservation is automatically released within 24 hours.

Due to banking confidentiality, we cannot share payment details about individual customers. Please direct the customer to Walley’s customer service for assistance.

You can log in to https://merchanthub.walleypay.com to manage all your purchases. Click here for help and guides for e.g. return, activation, resend of invoice, etc.

Click here to access Walley's development portal

Contact your dedicated sales representative if you’re looking to expand into new markets.