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1. Introduction
Open Banking API specifications support Payment Initiation Services (PIS) that enable a PISP to initiate a payment order, with the PSU's explicit consent, from their online payment account held at their ASPSP. The PISP is then further able to retrieve the status of a payment order. This section describes how each of the Participants (PISPs and ASPSPs) in the delivery of these services can optimise the customer experience for these services. Furthermore, it provides clarifications to participants on the usage of the APIs, and best practice guidelines for implementation of the customer journeys. We have illustrated three variations for the single domestic payment use case. These variations are applicable to the other payment use cases as well.
Please note that ASPSPs do not need to support the initiation of certain payment methods described in this section by a PISP, where the ASPSP does not support such transactions through their own channels (such as international transactions and bulk payment files).
End to End User flow:
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2. CX Guidelines
2.1 Single Domestic Payments – A/C Selection @PISP
2.1.1 User Journey
PSUs can initiate, by providing their consent to PISPs, an instruction to their ASPSPs to make a onetime payment for a specific amount to a specific payee where all information for a complete payment order (including the PSUs’ account details) is passed from PISPs to ASPSPs. Once PSUs have been authenticated in ASPSPs domain, PSUs must be directed back to the PISP domain.
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2.1.2 Customer Experience Checklist and CX Considerations
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S.No.
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Requirements and Considerations
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Participant
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Implementation Requirements
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1
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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
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PISP
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Required
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2
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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)
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PISP
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Required
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3
PSU Consent to PISP
PISPs must request for the PSUs' consent to the payment in a clear and specific manner. PISPs must display the following information in the consent screen:
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Payment Amount and Currency (BHD for Bahrain implementations)
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Payee Account Name
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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)
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Single domestic payment allows the User/Customer to post his/her consent to the PISPs to make a one-time payment for a specific amount to a specific payee immediately, wherein the PISP provides this instruction to the customer’s ASPSPs (banks). This use case details out the customer experience guidelines and technical API specifications that are required to be developed and followed by both ASPSPs (Banks) and PISPs. This use case is applicable to both retail and corporate customers. Depending on few decision points (as explained in the End to End user flow), three variations of the user journey has been mapped and explained in detail in the section below.
Few sample domestic payments may include account to account transfers, loan re-payment, university/exam fee payments, merchant payments (including bill payments for electricity, water, telephone, cab, and ticket), restaurant/hotel payments, E-commerce payment, wallet payments, Invoice and other corporate payments.
This section describes how each of the Participants (PISPs and ASPSPs) involved in the delivery of these services can optimise the customer experience for these services. Furthermore, it provides clarifications to participants on the usage of the APIs, and best practice guidelines for implementation of the customer journeys.
End to End User flow:
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2. CX Guidelines
2.1 Single Domestic Payments – A/C Selection @PISP
2.1.1 User Journey
User/Customers can initiate, by providing their consent to PISPs, an instruction to their ASPSPs (Banks) to make a onetime payment for a specific amount to a specific payee where all information for a complete payment order (including the User/Customers’ account details) is passed from PISPs to ASPSPs (Banks). Once User/Customers have been authenticated in ASPSPs (Banks) domain, User/Customers must be directed back to the PISP domain.
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2.1.2 Customer Experience Checklist and CX Considerations
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:
| PISP | Required |
2 | PSU payment Account Selection PISPs must provide User/Customers at least one of the following options:
| PISP | Required |
3 | PSU Consent to PISP PISPs must request for the User/Customers' consent to the payment 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 |
4 | CX consideration:
SCA Authentication (including dynamic linking) must be the only action required at the ASPSPs (unless supplementary information required, refer to section 1.1.3). The ASPSP authentication must have no more than the number of steps that the PSU would experience when directly accessing the ASPSP channel CX consideration:
| ASPSP | Required |
5 | ASPSPs must display as minimum the Payment Amount, Currency and the Payee Account Name to make the PSU aware of these details (unless an SCA exemption is being applied). These details must be displayed as part of the authentication journey on at least one of the following screens without introducing additional confirmation screens (unless supplementary information is required, refer to section 1.1.3. CX consideration:
User/Customers in item #1, then PISPs must also display this in the consent screen to allow User/Customers to check and verify correctness CX consideration:
| PISP | Required |
4 | SCA-Strong Customer Authentication SCA (including dynamic linking) must be the only action required at the ASPSPs (Banks) (unless supplementary information required). The ASPSP (Bank) authentication must have no more than the number of steps that the User/Customer would experience when directly accessing the ASPSP (Bank) channel. CX consideration:
| ASPSP | Required |
5 | ASPSP (Bank) displaying transaction summary ASPSPs (Banks) must display as minimum the Payment Amount, Currency and the Payee Account Name to make the User/Customer aware of these details (unless an SCA exemption is being applied). These details must be displayed as part of the authentication journey on at least one of the following screens without introducing additional confirmation screens (unless supplementary information is required):
CX consideration:
| ASPSP | Required |
6 | PISP Confirmation If received from ASPSPs, PISPs must display the information received from the ASPSP. This information may include:
| PISP
| Required
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7 | Further Payment Status Update PISPs must follow up with ASPSPs (Banks) in order to check and update the PSUs User/Customers with the most updated information that can be received by ASPSPs (Banks) in relation to the execution of the payment. For more details on Payment Status, please also refer to section Payment Status. | PISP | Required |
2.2 Single Domestic Payments – A/C Selection @ASPSP
2.2.1 User Journey
There are may be cases where the payment order submitted by PISPs to ASPSPs (Banks) is incomplete, such as where PSU User/Customer account selection has not yet occurred. In these scenarios, Open banking guideline considers that SCA only needs to be obtained once, as part of the initial interaction between the ASPSP and PSU(Bank) and User/Customer. The fact that the PSU User/Customer has to then carry out account selection or provide other information does not invalidate the SCA just performed by the ASPSP.
Equally, the display of the account balance by the ASPSP (Bank) as part of the account selection process in the payment initiation journey should not require an additional application of SCA.
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2.2.2 Customer Experience Checklist and CX Considerations
S. No. | Requirements and Considerations | Participant | Implementation Requirements | ||||
1 | Minimum Set of Parameters PISPs must either allow PSUs User/Customers to specify the below minimum set of parameters or pre-populate them for the PSUsUser/Customers:
| PISP | Required | ||||
2 | PSU User/Customer payment Bank Selection PISPs must provide PSUs User/Customers the following options:
| PISP | Required | ||||
3 | PSU User/Customer Consent to PISP PISPs must request for the PSUsUser/Customers' 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: CX consideration:
| PISP | Required | 4 |
| PISP | Required |
4 | SCA-Strong Customer Authentication ASPSPs (Banks) must apply SCA including dynamic linking, unless an exemption applies. The ASPSP (Bank) authentication must have no more than the number of steps that the PSU User/Customer would experience when directly accessing the ASPSP (Bank) channel. | ASPSP | Required | ||||
5 | PSU User/Customer payment Account Selection ASPSPs (Banks) must allow PSUs User/Customers to select the payment account to complete the payment order for execution CX consideration:
| ASPSP | Required | ||||
6 | PISP Confirmation If received by ASPSPs, PISPs must display the information received from the ASPSP. This information may include:
CX consideration:
| PISP
| Required
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7 | Further Payment Status Update PISPs must follow up with ASPSPs (Banks) in order to check and update the PSUs User/Customers with the most updated information that can be received by ASPSPs (Banks) in relation to the execution of the payment. For more details on Payment Status, please also refer to section Payment Status. | PISP | Required |
2.3 Single Domestic Payments – A/C Selection @PISP (Supplementary Information)
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In some scenarios, an additional step in ASPSPs' ASPSPs’ (Banks’) journeys may be required to display supplementary information to PSUsUser/Customers. ASPSPs (Banks) should determine the situations where this supplementary information is required, having regard to the principle that parity should be maintained between Open Banking journeys and ASPSPs’ (Banks’) online channel journeys, such that if supplementary information is not provided within the ASPSPs' ASPSPs’ (Banks’) online channels directly to PSUsUser/Customers, then it must not be provided during an Open Banking PIS journey. ASPSPs (Banks) should also ensure that this information does not constitute an obstacle or additional check on the consent provided by the PSU User/Customer to the PISP.
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2.3.2 Customer Experience Checklist and CX Considerations
S. No. | Requirements and Considerations | Participant | Implementation Requirements | ||||
1 | Minimum Set of Parameters PISPs must either allow PSUs User/Customers to specify the below minimum set of parameters or pre-populate them for the PSUsUser/Customers:
| PISP | Required | ||||
2 | PSU User/Customer payment Account Selection PISPs must provide PSUs User/Customers at least one of the following options:
| PISP | Required | ||||
3 | PSU Consent to PISP PISPs must request for the PSUsUser/Customers' 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:
| PISP | Required | 4 | CX consideration:
| PISP | Required |
4 | SCA-Strong Customer Authentication ASPSPs (Banks) must apply SCA including dynamic linking, unless an exemption applies. The ASPSP (Bank) authentication must have no more than the number of steps that the PSU User/Customer would experience when directly accessing the ASPSP (Bank) channel. | ASPSP | Required | ||||
5 | Additional Supplementary Information ASPSPs (Banks) 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 (Banks) must display as minimum the Payment Amount, Currency and the Payee Account Name to make the PSU User/Customer 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
| Required
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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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