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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:

  • Payment Amount and Currency (BHD for Bahrain implementations)

  • Payee Account Name

  • Payee Account Identification details (e.g. account number and full IBAN)

  • Payment Reference

 

 

 

PISP

 

 

 

Required

 

2

PSU payment Account Selection

PISPs must provide PSUs at least one of the following options:

  • Enter their Payer's payment Account Identification details

  • Select their Account Identification details (this assumes they have been saved previously)

 

 

 

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:

  • Payment Amount and Currency (BHD for Bahrain  implementations)

  • Payee Account Name

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

  • PSU payment Account Identification

    • Note 1: if PSU payment Account identification is selected in item #2, PISPs should mask the PSU payment Account details on the consent screen. Otherwise, if the PSU payment Account identification has been input by PSUs in item #2, PISPs should not mask these details to allow PSUs to check and verify correctness

    • Note 2: if PSU payment Account identification is provided by PSUs in item #2, PISPs could use this to identify and display the ASPSP without having to ask PSU

For Payee Account Identification details (e.g. account number and full IBAN):

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

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

 

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:

  • Generic PISP to ASPSP redirection screen and message

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:

  • ASPSPs should display to PSUs all the payment instruction information received from PISPs together with the supplementary information. This information may include the following:

    • Payment Amount and Currency (BHD for Bahrain implementations)

    • Payee Account Name

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

    • PSU payment Account Identification and/or the selected ASPSP (based on item #2 options)

    • Payee Account Identification details (e.g. account number and full IBAN)

  • ASPSPs should inform PSUs 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 must allow PSUs to review as a part of the authentication process any supplementary Information. The PSU can either proceed with the payment or cancel it on the same screen with supplementary information details, 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 by ASPSPs, PISPs must display any of the following information regarding initiation and execution of the payment:

  • The expected payment execution date & time

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

  • The ASPSP charges (where applicable)

 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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