Page Comparison

S.No.

Customer Experience Checklist and Customer Experience

Considerations 

 Participant

Implementation Requirements

1

Minimum Set of Parameters:

PISPs must either allow user/customer to specify the below minimum set of parameters or pre-populate them (e.g. in cases of supplier invoice payments or E-commerce journeys):

• Payment Amount and Currency

• Destination Country

• Instruction Priority (Normal or Urgent)

• Payee Account Name

• Payee Account Identification details (E.g. IBAN, BBAN (SWIFT))

• Any supplementary information required, which the ASPSP has published as required and is specific to that ASPSP

• Payment Reference (optional)

CX consideration:

PISPs may display an indicative FX rate for the payment currency pair if:

• User/Customer selected a user/customer payment Account or provided user/customer payment Account details

• User/Customer provided the currency of the selected user/customer payment Account

In that case, PISPs must clearly indicate to the user/customer that the FX rate displayed is indicative and may be different to the FX rate to be provided by their ASPSPs.
If the PISP has the ability to provide any actual FX rate quote to the user/customer at this stage (e.g. having implemented a quoting mechanism with the ASPSP) then the PISP should be able to display the actual FX rate to be used for the transaction.

PISP

Required

2

User/Customer payment Account Selection

PISPs must provide user/customer at least one of the following options (Please refer to the journeys defined in Single Domestic Payment for displaying the options:

• Enter their payment Account Identification details

• Select their Account Identification details (this assumes they have been saved previously and a user/customer is required to verify/authorize the account identification details in a PISP before storing it in PISP)

• 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’s/customer’s consent to the payment in a clear and specific manner. PISPs must display the following information in the consent screen:

• Payment Amount and Currency

• Destination Country

• Instruction Priority

• Payee Account Name

• Payment Reference, ifit has been entered by user/customer or pre-populated by PISPs in S.No. 1

• User/Customer payment Account Identification and/or the selected ASPSP (based on S.No. 2 options):

  • Note 1: if user/customer payment Account identification is selected in S.No. 2, PISPs should mask the user/customer payment Account details on the consent screen. Otherwise, if the user/customer payment Account identification has been input by user/customer in S.No. 2, PISPs should not mask these details to allow user/customer to check and verify correctness

  • Note 2: if user/customer payment Account identification is provided by user/customer in S.No. 2, PISPs may use this to identify and display the ASPSP without having to ask user/customer

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

• If this has been provided by the user/customer in S.No. 1, then PISPs must also display this in the consent screen to allow user/customer 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 users/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

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

5

Additional Supplementary Information

ASPSPs must be able to introduce a step as part of the authentication journey to display supplementary information associated with that payment, if required. Moreover, ASPSPs must allow the user/customer to provide additional details related to the payment order during the authentication journey (authentication and supplementary information screens) such as for example, the account for the payment. The information to be provided in the supplementary information / additional payment order details screen may include:

• User/Customer payment Account Identification

• Payee Account Name

• Payment Reference

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

• Country

• Payment Currency

• Payment Amount

• FX currency pair and rate

• Bank Charges

• Payment priority (Normal or Urgent)

ASPSPs must display to the user/customer the FX currency conversion rate to be used for the payment order. This FX rate can be:

• Indicative - In this case ASPSPs must clearly inform user/customer that the FX rate is indicative and may be different than the actual rate that will be used for the payment order

• Actual - ASPSPs must clearly inform the user/customer for the validity period of this actual FX rate. If the payment order is not submitted within the validity window of the FX, then a new actual FX quote must be displayed. If user/customer confirm the payment but the payment order submitted by PISPs is not submitted within the validity period, ASPSPs may choose to either reject the payment or process it at the agreed FX rate

ASPSPs may display the payment amount in the user/customer payment Account currency (from applying the FX rate).

 CX consideration:

• ASPSPs should ensure that charges related to international payments are provided to user/customer as agreed in the framework contract

  • Note1: Any provision of charges can only be those of the ASPSP as the Beneficiary's bank charges are not known in many cases

  • Note 2: Where the final charges are not known to the ASPSP, the responsibility should remain with the ASPSP for notifying the customer of the charges as per the Bahrain OBF regulatory requirements

• Other Options:

  • ASPSPs should display the Final Debit Amount (including charges) in user/customer payment Account currency

  • ASPSPs may display the expected Value Date for the international payment 

• ASPSPs should inform the user/customer 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"

• ASPSPs should allow the user/customer to review the information described above. The user/customer can either proceed with the payment or cancel it, on the same screen using options with "equal prominence"

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

• The expected payment execution date & time

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

• The ASPSP charges (where applicable)

• Actual FX rate used for the international payment transaction

In case of payment cancellation,
If received by ASPSP, PISP must update the user/customer with the reason for payment cancellation. The payment cancellation might be due to technical or non-technical scenarios. The messaging format for technical scenarios may be simplified to make it easy for users/customers to understand. Non-technical reasons such as fund availability, incorrect payee information, etc. may be detailed out.

CX consideration:

• If user/customer provide their payment account identification details (as per S.No. 2 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 mustfollow up with ASPSPs in order to check and update the user/customer with the most updated information that can be received by ASPSPs in relation to the execution of the payment.

PISP

Required