Page Comparison

S. No.

Customer Experience Checklist and Customer Experience Considerations

 ParticipantParticipant

Implementation Requirements

 1

Minimum Set of Parameters

PISPs must provide user/customers to view and select from the list of Future Dated Payment initiated at the PISP
PISPs must allow user/customers to select only those payments that have at least 48 hours buffer from the execution date and time

CX Consideration:

PISP may send notifications to user/customers with the following detail:

• Last applicable date for cancellation of the initiated Future Dated Payment from PISP portal

PISP

Required

2

User/Customer Consent to PISP

PISPs must request for the user/customers' consent to the cancellation of the Future Dated Payment in a clear and specific manner. PISPs must display the following information in the consent screen:

• Payment identifier assigned by the ASPSP

• Payment Amount and Currency (BHD for Bahrain implementations)

• Payee Account Name

• Payment Reference, if it has been entered by user/customers or pre-populated by PISPs

• Expected Payment Execution date

• User/Customer payment Account Identification and/or the selected ASPSP

PISPs must provide messaging to inform user/customers that they will be taken to their ASPSPs to complete the cancellation. Example wording: "You will be securely transferred to your ASPSP to authenticate and cancel the initiated payment"

CX consideration:

• Generic PISP to ASPSP redirection screen and message

 PISP

 Required

3

SCA–Strong Customer Authentication

SCA must be the only action required at the ASPSPs (unless supplementary information required)
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

4

Additional Supplementary Information

ASPSPs must display the cancellation details and any supplementary information such as charges incurred, etc.

CX consideration:

• ASPSPs should inform user/customers about their “point of no return” for cancellation and that their cancellation will be made after pressing the proceed button. Example wording: "Press proceed to cancel the initiated payment”

• ASPSPs should allow user/customers to review the information described above. The user/customer can either proceed with the cancellation  or terminate the process, on the same screen using options with “equal prominence”

• Generic PISP to ASPSP redirection screen and message

ASPSP

Required

 5

PISP Confirmation

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

• The unique identifier assigned to the cancelation instruction by ASPSPs

• The cancellation status (and status update date & time) - Confirmation of successful cancellation of the initiated payment

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

• ASPSP charges (where applicable)

PISP

 Required

6

Further 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 cancellation

PISP

Required