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2.3.2 Customer Experience Checklist and CX Considerations
Requirements and Considerations | Participant | Implementation Requirements | |
1 | Minimum Set of Parameters PISPs must either allow PSUs to specify the below minimum set of parameters or pre-populate them for the PSUs:
|
PISP |
Required |
2 | PSU payment Account Selection PISPs must provide PSUs at least one of the following options:
|
PISP |
Required |
3 | PSU Consent to PISP PISPs must request for the PSUs' consent to the payment initiation in a clear and specific manner. PISPs must display the following information in the consent screen:
For Payee Account Identification details (e.g. account number and full IBAN):
CX consideration: PISPs should provide messaging to inform PSUs 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
Recommended |
4 | CX consideration:
ASPSPs must apply SCA including dynamic linking, unless an exemption applies The ASPSP authentication must have no more than the number of steps that the PSU would experience when directly accessing the ASPSP channel |
ASPSP |
Recommended
Required |
5 | 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 If the supplementary information screen is displayed ASPSPs must display as minimum the Payment Amount, Currency and the Payee Account Name to make the PSU aware of these details CX consideration:
|
ASPSP |
Required |
6 | PISP Confirmation PISPs must display the information received from the ASPSP. This information may include:
If received by ASPSPs, PISPs must display any of the following information regarding initiation and execution of the payment:
CX consideration: If PSUs provide their payment account identification details (as per item #2 options), the PISP could, with the consent of the PSU, save the account details for future transactions (such as making further payments or initiating refunds back to PSUs) where this is part of the payment initiation service explicitly requested by the PSU. For example, a merchant, upon request from the PSU, may initiate a refund back to the PSU, by instructing the same PISP that initiated the initial PSU transaction to use the saved PSU payment account identification details as the beneficiary details for the refund. This will be dependent on the same PISP being used by both the PSU and the merchant, their specific contractual terms and the existing regulations | PISP
PISP | Required
Required |
7 | Further Payment Status Update PISPs must follow up with ASPSPs in order to check and update the PSUs with the most updated information that can be received by ASPSPs in relation to the execution of the payment. For more details on Payment Status, please also refer to section Payment Status. |
PISP |
Required |
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