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2.2.2 Customer Experience Checklist and Customer Experience Considerations

 

5

S. No.

Requirements and Considerations

 Participant

Implementation Requirements

 

 

1

Minimum Set of Parameters

PISPs must either allow User/Customers to specify the below minimum set of parameters or pre-populate them for the User/Customers:

  • Payment Amount and Currency (BHD for Bahrain implementations)

  • Payee Account Name

  • Payee Account Identification details (e.g. IBAN, PAN)

  • Payment Reference (optional)

 

 

 

PISP

 

 

 

Required

 

2

User/Customer payment ASPSP Selection

PISPs must provide User/Customers the following options:

  • Select their ASPSP in order to select their User/Customer payment Account from there later on in the journey

 

 

PISP

 

 

Required

 

 

 

 

3

User/Customer Consent to PISP

PISPs must request for the User/Customers' consent to the payment initiation in a clear and specific manner. PISPs must display the following information in the consent screen:

  • Payment Amount and Currency (BHD for Bahrain implementations)

  • Payee Account Name

  • Payment Reference, if it has been entered by User/Customers or prepopulated by PISPs in item #1

  • Selected ASPSP (based on item #2 options)

For Payee Account Identification details (e.g. IBAN, PAN):

  • If this has been provided by User/Customers in item #1, then PISPs must also display this in the consent screen to allow User/Customers to check and verify correctness

  • If this has been pre-populated by PISPs (e.g. in an e-commerce payment scenario) PISPs may choose whether to display this information or not

  • PISPs must provide messaging to inform User/Customers that they will be taken to their ASPSPs to complete the payment. Example wording: "You will be securely transferred to your ASPSP to authenticate and make the payment"

 

 

 

 

 

 

 

PISP

 

 

 

 

 

 

 

Required

4

CX consideration:

  • Generic PISP to ASPSP redirection screen and message

SCA-Strong Customer Authentication

ASPSPs must apply SCA, unless an exemption applies

The ASPSP authentication must have no more than the number of steps that the User/Customer would experience when directly accessing the ASPSP channel

 

 

 

 

ASPSP

 

 

 

 

Required

 

 

 

 

5

User/Customer payment Account Selection

ASPSPs must allow User/Customers to select the payment account to complete the payment order for execution

Once the User/Customer has selected their account, the ASPSPs must display the following information to the User/Customer:

  • Payment Amount and Currency (BHD for Bahrain implementations)

  • Payee Account Name

  • Payment Reference, if it has been entered by User/Customers or prepopulated by PISPs in item #1

  • The account selected by the User/Customer for payment

ASPSPs must allow User/Customers to review as a part of the authentication process the information described above in #5. The User/Customer can either proceed with the payment or cancel it, on the same screen, using options with "equal prominence"

CX consideration:

  • ASPSPs should inform User/Customers about their “point of no return” for making the payment and that their payment will be made after pressing the Proceed button. Example wording: “Press Proceed to make payment"

  • Generic ASPSP to PISP redirection screen and message

 

 

ASPSP

 

 

Required

 

 

 

 

 

 

 

 

 

 

 

6

PISP Confirmation

PISPs must display the information received from the ASPSP. This information may include:

  • The unique identifier assigned to the payment instruction by ASPSPs

  • The payment status (and status update date & time) - Confirmation of successful payment initiation

If received from ASPSP, PISPs must display the following additional information:

  • The expected payment execution date & time

  • The expected settlement date & time (i.e. the value date of the payment)

  • The ASPSP charges (where applicable)

In case of payment cancellation,

PISP may update the User/Customer with reason for payment cancellation. The payment cancellation might be due to technical or non-technical scenarios. The messaging format for technical scenario may be simplified to make it easy for User/Customer to understand. Non-technical reasons such as fund availability, incorrect payee information, etc. may be detailed out.

CX consideration:

  • If User/Customers provide their payment account identification details (as per item #5 options), PISPs may save the account details for future transactions, where this is part of the payment initiation service explicitly requested by the User/Customer

PISP

 

 

Required

 

 

7

Further Payment Status Update

PISPs must follow up with ASPSPs in order to check and update the User/Customers with the most updated information that can be received by ASPSPs in relation to the execution of the payment

PISP

Required

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