Email Template


Email template, how does it work

What is it?

An email template is a preformatted and/or prewritten email that you can use to replace with your own content so that you can quickly and easily write and create emails.

MultiSafepay offers a number of options for sending a standard email, for example, a successful payment or a reminder email also known as a Second Chance email and many more.

MultiSafepay is unable to customize payment pages or email templates for you, although if you do encounter functionality issues, please contact us at [email protected]

Set a template

An email template can be set within your MultiSafepay Control under: Settings -> Email template -> Select a website -> Add new template.

The email template has a view options available. A list of the options available are shown and explained below:

  1. Bank transfer details email (to consumer)
    This is a standard email template to provide the customer with the bank details of MultiSafepay upon selecting the Bank transfer as payment method.

    Because the payment is processed from within the customer’s banking environment and not directly on the payment page, the necessary data is sent to the customer by email. With this payment data, the customer can transfer the payment from their own banking environment to MultiSafepay at a desired time.

    MultiSafepay will only sent the email to the customer when the Bank transafer request is recieved as a redirect requets. Meaning, the customer is redirected to the payment page of MultiSafepay to confirm the placed order.

    More information about the payment methods Bank transfer available in Bank transfer, how does it work?

  2. Chargeback email (to merchant)
    This email is intended to inform the merchant that a chargeback has taken place. When you, as a merchant, process credit card payments, it is recommended to activate the option to receive a chargeback notification by email.

    When the standard or personalized chargeback email template is set up, it is important to add an email to your account to which the embedded email template can be sent. Place the desired email address under your contact information -> chargeback email in your MultiSafepay Control. One or more email addresses can be added.

    More information about Chargebacks available in What is a chargeback?

  3. Manual capture reservation completed (to consumer)
    The reserved amount on the customer’s credit card has been manually accepted by the merchant. The customer receives a payment confirmation of the accepted payment by mail.

  4. Manual capture reservation completed (to merchant)
    The reserved amount on the customer’s credit card has been manually accepted by the merchant. The merchant receives a payment confirmation of the accepted payment by mail.

  5. Partial and/or full capture completed (to consumer)
    The partial or full amount of the reserved amount on the customer’s credit card, has been manually accepted by the merchant. The customer receives a payment confirmation of the partially or fully accepted payment by email.

  6. Partial and/or full capture completed (to merchant)
    The partial or full amount of the reserved amount on the customer’s credit card, has been manually accepted by the merchant. The merchant receives a payment confirmation of the partially or fully accepted payment by email.

  7. Refund complete email (to consumer)
    This email is intended to inform the customer that the requested refund has been processed by the merchant.

  8. Second chance email (to consumer)
    This email is intended as a friendly reminder to your customer in the event of a payment that has not been completed yet.

    When the standard or personalized Second chance email template is set up, it is important to enable the Second chance in your MultiSafepay Control under Settings -> Website settings -> select a website -> enable the Second chance email per website.

    More information about the Second Chance email available in Second Chance, How does it work?

  9. Transaction completed email (to consumer)
    This email is sent to the customer upon successful completion of a payment.

  10. Transaction completed email (to merchant)
    This email is intended to informs the merchant by email that the customer has successfully completed a payment.

The importance of locale

A locale is a set of parameters that defines the user’s language, region and any special variant preferences that the user wants to see in their user interface. Usually a locale identifier consists of at least a language code and a country/region code (e.g. en_US). A locale can be included to provide localized payment pages for the customer. Use the format ab_CD with ISO 639 language codes and ISO 3166 country codes. This will show the desired language for that customer (if supported by MultiSafepay) on both the payment page and the emails sent by MultiSafepay. When left empty or with a unsupported value, en_US, meaning American English, is used as default.

For example, if an email template is set for a German customer, but the locale is received as en_US, the email template will be sent in English and not in German.


Email template, body and HTML

Customize your E-mail template

With the MultiSafepay e-mailtemplate editor, it is possible to fully customize the e-mails that your customers will receive. Before you start customizing the mailing templates, we want to advice you that you should have a basic to advanced knowledge about the markup langauge HTML/CSS.

Customize the E-mail template in pure HTML/CSS

In the editor you can switch the view to pure HTML/CSS by pressing the button Source in the second row of the editor. This will make it possible to create/edit a e-mail template with pure HTML/CSS code.

Our editor makes it possible to easily add in exeternal links to your e-mail template.

  • Navigate to the Body HTML editor on the e-mailtemplate page
  • Press the Link icon in the first row of the template editor to add a external link to your template
  • Choose between the link Type: URL, link to anchor in the text or e-mail link
  • Fill in the additional fields based on which type you chose and press OK.

The use of tokens

With the use of our predefined tokens, it is possible to insert personalized details of your customers and webshop into the e-mails. This will improve the productivity of your e-mails and will save you alot of time.

A few examples of the placeholders you can use are: amount of the order, first and last name of the customer, payment method and the description of the order.

  • Navigate to the Body HTML editor on the e-mailtemplate page
  • Press on the Token icon in the first row of the editor to open the dropdown-menu
  • Choose your token from the dropdown-menu to insert it into your template and press OK.

Adding your own logo to the E-mail template

With our template editor, it is possible to add your own logo to the e-mail. This will personalize the e-mail and also makes the e-mail recognizable for your customers. If you want to upload the your image to your merchant panel, go to the following link: merchant.multisafepay.com/payment-page-templates

  1. Navigate to Settings –> Email templates –> Click on the desired website –> Click on the orange pen icon to edit the template
  2. Press on the Image icon in the first row of the editor to open the Image-properties window
  3. Retrieve the link of your uploaded logo image and fill in your Account ID and the filename of the uploaded image using the following URL: https://pay.multisafepay.com/files/{{accountid}}/{{filename}
  4. Add the URL in the URL field and press OK. It is possible to configure adittional parameters such as Height, Border, HorizontalSpace, VerticalSpace and allignment of the image.

Adding a Inline frame to the E-mail template

An Iframe is an HTML document embedded inside another HTML document. You can use a IFrame to insert content from another source into the e-mail template.

  • Navigate to the Body HTML editor on the e-mailtemplate page
  • Press the Iframe icon to open the Iframe window
  • Fill in the URL and press OK. It is possible to configure adittional parameters such as width, height, alignment, name and title.

Merchant own responsibility

Multisafepay is not responsible for the customization of the e-mail templates. We provide every merchant with a standard set of templates which you can use immediately after creating a merchant account. It is important that you have some knowledge about HTML/CSS before you start with the customization of a e-mail template. Feel free to contact support if you have a question.

Other languages

Liever uitleg in het Nederlands? Neem contact op met uw accountmanager.

Vuoi ricevere informazioni in italiano? Contatta il tuo account manager.

Prefieres tener la explicación en Español? Contacta con tu gerente de cuentas.

Vous préférez une explication en français? Contactez votre gestionnaire de compte.