Prerequisites

• ​MultiSafepay account registered in one of the following countries: The Netherlands, Belgium, Spain, Italy, Germany.
• A MultiSafepay site API key.
• Country restrictions may apply per payment app.

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Installation

To install Shopify Payments Apps with MultiSafepay:

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User guide

Abandoned checkouts

MultiSafepay's Second Chance feature is not supported.

Shopify offers a similar native service. See Shopify – Recovering abandoned checkouts .

Checkout configuration

Configure settings for this payment app: activate the payment method, switch between Shopify Test / Live mode.

In Settings > Checkout, you can configure which customer details to include in your order request:

• Customer contact method: We recommend setting up the checkout by using the email as the primary customer contact method.
• Customer information: We recommend setting up the shipping address phone number as required.

Checkout manager app

The Shopify Checkout Manager app allows you to customize your checkout by changing the order of your payment methods and configuring their names, payment amounts, and supported countries.

Payment method configuration

To customize your checkout, you must first install our dedicated app. See MultiSafepay Checkout Manager .

After installing the app, you are redirected to the Payment Methods Configuration panel.

You can also access the payment method customization settings by following these steps:

1. Log in to your Shopify backend.
2. Go to Settings.
3. Click Payments, and under Payment configuration, click Payment method customizations.
4. Click Add customization and select a template. You are redirected to the configuration panel.

You can edit individual payment methods, change the order in which they are displayed in your checkout, and change the position of third-party payment methods that are activated for your Shopify account.

How to edit payment methods

1. In the Payment Methods Configuration panel, click Edit settings for the relevant payment method. Here, you can change:

• The payment method name
• Minimum and maximum payment amounts
• Supported countries
• Hide for companies

2. You can change the position of MultiSafepay payment methods in your checkout by dragging and dropping the relevant payment method.
3. To save your changes, click Submit.

If your checkout also supports third-party payment methods, you can position them above or below MultiSafepay payment methods. Select Top or Bottom to set their position.

Currencies

Via MultiSafepay, you can only accept payments in EUR.

Ensure the default currency is set to EUR under Settings > General > Store defaults > Currencies to display.

Payment methods

The available payment methods depend on the installation method:

• Individual payment method apps: Support the payment methods listed under Individual payment methods.
• All-in-one payment method app: Supports all payment methods activated in your MultiSafepay account, except Buy Now, Pay Later (BNPL) payment methods. BNPL payment methods are not supported by the Shopify Payments Apps.

Payment capture method

Payment capture method will be forced to Automatically at checkout when a customer submits the order request via one of these apps.

Reconciliation

To match orders in your accounting system with your MultiSafepay account, use the MultiSafepay order ID and the Shopify payment ID.

Refunds

Full and partial refunds are supported via your MultiSafepay dashboard and backend.

To process a refund in your Shopify backend:

1. Sign in to your Shopify backend.
2. Go to Orders.
3. Select the order you want to refund.
4. Click Refund, enter the refund amount, and confirm.
5. A refund request is sent to MultiSafepay. The refund status is updated in your Shopify backend as pending.
6. The refund is processed by MultiSafepay. The refund status is updated in your Shopify backend as refunded.

Supported payment methods for refunds

Refunds are supported for all payment methods, except for Multibanco, which requires the customer's IBAN. Refunds for Multibanco transactions must be processed from your MultiSafepay dashboard.

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Uninstallation

To uninstall, follow these steps:

1. Ensure that your Shopify user has the permissions to uninstall apps.
2. On your admin page, go to Settings > Apps and sales channels.
3. Select the MultiSafepay payment app you want to uninstall, and clicking on the three dots icon, select the option Uninstall.
4. On the dialog window, select a reason and confirm the action by clicking Uninstall button.

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Troubleshooting

Payment Order ID

If you experience issues with order statuses, or refund statuses not updating, we will need the payment ID of the original transaction to investigate the issue.

1. Sign in to your Shopify backend.
2. Go to Orders.
3. Select the order related to the issue you want to report.
4. In the timeline, look for the earliest payment event and find the Payment ID.
5. Include the payment ID when reporting your issue to MultiSafepay support.

App activation failure

If you experience issues with app activation and see the error message "An error occurred while enabling the payment method in Shopify.", the best approach is to reinstall the app. Check the following steps:

1. Sign in to your Shopify backend.
2. Go to Apps > App settings.
3. Find the affected MultiSafepay payment app.
4. Click Uninstall app.
5. Reinstall the app following the standard installation procedure. Check the app list here .
6. Activate the payment method by entering the LIVE or TEST API key.

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Support

Contact MultiSafepay:

• Telephone: +31 (0)20 8500 500
• Email: [email protected]

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