Second Chance reminders

Second Chance is a MultiSafepay service that automatically emails customers a payment link when they initiate but don’t complete a transaction. This helps boost conversion and impulse purchases. The first email is sent 1 hour after the customer initiates the payment, and a second after 24 hours.

Second Chance emails are also sent for manually generated payment links if the customer doesn’t click the link to complete payment.



  • Under the GDPR, you must obtain documented consent from the customer to send Second Chance emails.

  • You must include the customer’s email address in the transaction API request.

  • Second Chance emails cannot be activated or sent to the customer while the status of the original transaction is Uncleared, or once it is Completed.

  • Payment links in Second Chance emails have the same lifetime as the original payment link, which is set to 30 days by default.

  • The following payments methods are not supported because they follow a different payment flow:

Activation and integration

Activating Second Chance

  1. Sign in to your MultiSafepay dashboard.
  2. Go to Settings > Website settings.
  3. Select the relevant website.
  4. Under Website functionality, select the Enable Second Chance checkbox.

To integrate, see API recipe – Send payment reminders.

Customizing emails

The Second Chance email template is completely customizable.

Customizing emails

  1. Sign in to your MultiSafepay dashboard.
  2. Go to Settings > Email templates.
  3. Select the relevant website.
  4. Click Add new template.
  5. From the Type list, select Second Chance email (to consumer).
  6. From the Language list, select the relevant language.
  7. Click Load default template.

For how to customize the template, see Email Templates.

Potential errors

  • Second Chance emails can cause issues when running an enterprise resource planning (ERP) system.

  • If you have another order for the same total amount with the same customer email address completed in the last 120 minutes, Second Chance emails are suppressed.

External plugins

Second Chance emails can create conflicts with external warehouse systems. In some cases, this can be resolved using a cron job. However, this is not always a stable solution.

For example, when a customer cancels an order in the webshop, they can still pay for it using Second Chance within 30 days or a specified time frame. For more information, see API reference - Create order > days_active parameter.

If a cancelled order is subsequently paid for, MultiSafepay reopens the order in the webshop. A warehouse system may have already released the reservation on the order when it received Cancelled status, or may consider the Cancelled status permanent. As result, the items the customer ordered may no longer be available or in stock.

Second Chance reports

For an overview of all Second Chance emails that resulted in successful payment, see Second Chance report.


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Other languages

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