If a credit card payment of a consumer receives the status 'declined', this may be for several reasons. The consumer can contact their credit card issuer to inquire as to why the credit card payment has been 'declined'. 

For questions about credit card payments and/or a payment status (of a credit card transaction), please contact us.


To perform a refund by logging in on MultiSafepay Control. In the Dashboard select 'Transactions', then click on 'Transaction overview'. In the overview you can select the completed transaction you wish to refund. Once selected, you will find a detailed description of the payment Under the heading 'Order summary' you can click on 'Refund order' to initiate the refund.

An MT940 file is a format used to export financial transaction details, similar to a bank statement. MT940 is a universal structure which is compatible with various formats.

In MultiSafepay Control, it is possible to export financial information according to format, date, currency, and bank account number, among others.

Your accountancy software should contain the following features to ensure a seamless import and reconciliation of financial data:

- Software should contain option to process MT940 files

- The order numbers used in our files (f.e. 200160526) should also be available in your accountancy software

- The customer names and order amounts should coincide with those listed in your accountancy software.

The final two points mentioned above are not an issue if a connection between the web shop and the accountancy software  has been established.

MT940 supports the following formats, among others:

- CSV (financial reporting only)

- Excel

You can find more information about MT940 here under 'Reports and Data Export'.

As soon as your MultiSafepay account has been fully activated, you are able to pay out the funds. Log in on MultiSafepay Control and select 'Finance' and 'Balance' in the Dashboard. Here you have the option to schedule automatic withdrawals by selecting one or more days, the preferred amount per pay out, reserve an amount (f.e. to perform a refund), and select the bank account number on which you wish to receive the amount. 

You may also withdraw funds manually by simply selecting an amount and and bank account number. 

Withdrawing funds costs 0.50 EUR per withdrawal.

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