Customer emails


MultiSafepay can help you manage your email communications with customers. Use our preformatted and/or prewritten templates and populate them with your content.

  1. Sign in to your MultiSafepay dashboard.

  2. Go to Settings > Email templates.

  3. Click the relevant website.

  4. Click Add new template.

  5. From the Type list, select the template type.

    Template types

    Bank Transfer details email (to customer)
    For sending customers MultiSafepay’s bank details when they select Bank Transfer as payment method and you send a redirect transaction request.

    Chargeback email (to merchant)
    For notifying you when a customer requests a chargeback (recommended if you accept credit card payments).

    Make sure you add one or more email addresses to send these emails to in your MultiSafepay dashboard, under Contact information > Chargeback email.

    Manual Capture reservation completed (to customer)
    For notifying customers that you have manually captured reserved funds for an Uncleared transaction.

    Manual Capture reservation completed (to merchant)
    For confirming that you have manually captured reserved funds for an Uncleared transaction.

    Partial and/or full capture completed (to customer)
    For notifying customers that you have partially or fully captured reserved funds for an Uncleared transaction.

    Partial and/or full capture completed (to merchant)
    For confirming that you have partially or fully captured reserved funds for an Uncleared transaction.

    Refund complete email (to customer)
    For notifying customers that you have processed their refund.

    Second Chance email (to customer)
    For sending customers a friendly reminder to complete a payment.

    Make sure you have enabled Second Chance in your MultiSafepay dashboard.

    Transaction completed email (to customer)
    For sending payment confirmation to customers.

    Transaction completed email (to merchant)
    For notifying you that a customer has successfully completed a payment.

  6. From the Language list, select the email language.

    The language set here is overridden by the locale parameter in create order API requests.

  7. Either click Load default template, or fill in the fields as required.

    • In the From address field, enter the email address you want the email sent from, e.g. [email protected]
      If you enter a different from address than [email protected] to avoid emails being marked as spam, we recommend adding the following DNS record to your domain:
      v=spf1 ip4:213.189.0.0/23 ip4:185.99.128.0/22 mx
    • In the From name field, enter the name you want the email sent by, e.g. your company name.
    • In the Subject field, enter a subject.
  8. Edit the text either in the Body plain field, or if you know HTML and CSS, you can fully customize the content and layout in the Body HTML field.
    To view the HTML/CSS code, click Source.

    Using @[email protected]

    To save time, you can use @[email protected] to auto-fill personalized details into emails.

    Follow these steps:

    1. Go to the Body HTML editor on the email template page.
    2. Click the Token icon.
    3. Select a token from the list.
    4. Click OK.

    The table below describes all available tokens.

    Tags Result
    ACCOUNT Account_id of FastCheckout customer
    ACCOUNTADDRESS Customer address and street name
    ACCOUNTADDRESSAPARTMENT Customer house number
    ACCOUNTCITY Customer city of residence
    ACCOUNTCOUNTRY Customer country of residence
    ACCOUNT EMAIL Customer email address
    ACCOUNTFIRSTNAME Customer first name
    ACCOUNTLASTNAME Customer last name
    ACCOUNTNR Your MultiSafepay AccountID
    ACCOUNTZIPCODE Customer zip code
    ADDRESS1 Your company address line 1
    ADDRESS2 Your company address line 2
    ADDRESS3 Your company address line 3
    BANKHOLDERNAME Account holder used by the customer to process bank transfer transactions
    BANKIBAN IBAN used by the customer to process bank transfer transactions
    BANKPAYMENTID Reference used by the customer to process bank transfer transactions
    BANKTRANSFERBIC BIC used by the customer to process bank transfer transactions
    BANKTRANSFERHOLDER Account holder name of IBAN to receive the money
    BANKTRANSFERID Reference used with the bank transfer
    BIRTHYDAY Customer date of birth
    CITY Your company city of residence
    COMPANYNAME Your company name given in your MultiSafepay account
    CONTENT Shopping cart info
    COUNTRY ISO 3166 code for your company country
    COUNTRYCODE ISO 3166 code for your company country
    CURRENTDATE Today’s date
    DESCRIPTION AccountID to receive money
    DESTAMOUNT Amount to be received
    DESTAMOUNTFORMATCUR Amount including currency to be paid by the customer via bank transfer transactions
    DESTCURRENCY Currency of amount to be received
    DESTFORMATAMOUNTCUR Currency and amount to be paid out
    EMAIL Customer email address
    FINANCIAL EMAIL Email address for financial email
    FIRSTNAME Customer first name and email address set as sender for emails
    FROMNAME Name of the sender’s email account
    GENDER Customer gender
    LASTNAME Customer last name
    MERCHANTCITY Your company city of residence
    MERCHANTCOUNTRY Your company country of residence
    MERCHANTLOGOHTML HTML code for your logo
    MERCHANTNAME Your company full name
    MERCHANTPHONESUPPORT Your customer service phone number
    MERCHANTSUPPORT EMAIL Your customer service email address
    MERCHANTTRANSACTIONID Your reference number
    PAYLINK Link to the payment page for this transaction
    PAYMENTMETHOD Payment method used for this transaction
    PHONE Your company phone number given in your MultiSafepay account
    REFUNDDESTINATION Bank account number to receive the refund
    REPORT EMAIL Email address to receive report emails
    SITENAME Nname of your webshop given in your MultiSafepay account
    SITEURL URL of your webshop given in your MultiSafepay account
    STATE Province or state within the country
    STATUS Status of the transaction
    SUBJECT Subject of the email
    TOTALAMOUNT Total of the order
    TRANSACTIONID MultiSafepay PSP ID
    TRANSCOMP EMAIL Email address to receive transaction completed mails
    VARA var1 from your transaction request
    VARB var2 from your transaction request
    VARC var3 from your transaction request
    VATNUMBER Your VAT number given in your MultiSafepay account
    ZIPCODE Your company zip code

    Adding an inline frame

    Inline frames (Iframes) are HTML documents embedded inside another HTML document, which you can use to insert content from another source into the email template.

    1. Go to the Body HTML editor on the email template page.
    2. Click the Iframe icon.
    3. In the Iframe window, enter the URL of the Iframe.
    4. Edit other parameters as required: width, height, alignment, name, and title.
    5. Click OK.

  9. Click Save.

Support

Email [email protected]

Feedback

Propose a change on GitHubexternal-link-icon or
send an email to [email protected]

Other languages

For an explanation in another language, contact your account manager.