FAQ


Can I refund orders?

Yes, it is possible to refund orders or credit memo from within the Magento 2 backend.

In the Magento backoffice, go to the Invoices tab, click on the invoice that was created by MultiSafepay and then click Credit Memo. Now you see 2 refund buttons: * Offline refund: refund request will not be sent to MultiSafepay * Refund: a refund request will be sent to MultiSafepay.

You can also refund from …

Does the plugin support Magento 2 Commerce?

If you encounter issues or require assistance please contact [email protected]

How can I update the plugin for Magento 2?

Generally, there are three ways to update a plugin. This can be done through the backend and through the marketplace from a CMS or through SFTP. However, for Magento 2 we will be describing the necessary steps via Composer

Before you update the plugin, we strongly recommend you the following:

  • Make sure you have a backup of your production environment
  • Test the plugin in a staging environment. …
How do I use tokenization in the Magento 2 plugin?
  1. Read the page How do I get tokenization?
  2. Enable Tokenization via Stores->Configuration->MultiSafepay->MultiSafepay Settings.
Payment fee / Surcharges

Adding a payment fee or Surcharge is no longer supported within the plugin in Magento 2.

However, an external package of Fooman is available. This allows you to still add a payment fee or surcharge within the desired payment method.

Refunding from the Magento 2 backend is disabled when the order has a Fooman Surcharge. It is still possible to refund those orders through MultiSafepay Control

Do …

Pending payment order lifetime

The lifetime of orders marked as pending payments in Magento 2 is determined by the Order Cron Settings configuration. The default value is set to 480 minutes (8 hours)

When you offer payment methods whose validation period is more than 8 hours, the order in Magento 2 will automatically be marked as cancelled due to the default setting in Magento 2.

In use with an ERP system, for example, where …

Which Magento 2 Checkouts are supported?

Currently we test our plugin at two Magento 2 checkouts:

Most Magento checkout plugins are compatible with our plugin. However, we can not guarantee the proper functioning of all features within the checkout plugin.

Which order totals appear on the MultiSafepay payment page?

From version 1.9.0 and higher, all the order totals, including custom ones, are automatically read and shown on the MultiSafepay payment page.

Some Magento 2 plugins that provide custom order totals do not completely remove these totals from the order and only remove them from the frontend in order for the user not to see them. This results in our plugin picking up the custom order totals that …

Why is a specific payment method not visible in my checkout?

When you enabled a payment method, it should always be visible - even when your API key is incorrect -.

Be sure that when you use the Rico Neitzel Payment Filter that you set the payment method as active in that plugin.

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