Second Chance

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


  • 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. For more information, see Adjusting payment link lifetimes.

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

Activating Second Chance

To activate Second Chance, follow these steps:

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

Customizing the emails

The Second Chance email template is completely customizable. Follow these steps:

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

For how to customize the template, see Email templates.

Potential errors

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 - Adjust payment link lifetimes.

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.

ERP systems

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

Other orders

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.


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Other languages

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