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End to End User flow:
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2. CX Guidelines
2.1 Single Domestic Payments –
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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 ConsiderationsConsiderations
S.No. | 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 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:
Note: Displaying the balance in this instance need not require any additional strong customer authentication
| 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:
| PISP
| 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 |
2.2 Single Domestic Payments –
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C Selection @ASPSP
2.2.1 User Journey
There are cases where the payment order submitted by PISPs to ASPSPs is incomplete, such as where PSU 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. The fact that the PSU has to then carry out account selection or provide other information does not invalidate the SCA just performed by the ASPSP.
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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 to specify the below minimum set of parameters or pre-populate them for the PSUs:
| PISP | Required |
2 | PSU payment Bank Selection PISPs must provide PSUs 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:
| PISP | Required |
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 | Required |
5 | PSU payment Account Selection ASPSPs must allow PSUs to select the payment account to complete the payment order for execution 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:
| PISP
| 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 |
2.3 Single Domestic Payments –
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C Selection @PISP (Supplementary
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Information)
2.3.1 User Journey
In some scenarios, an additional step in ASPSPs' journeys may be required to display supplementary information to PSUs. ASPSPs 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’ online channel journeys, such that if supplementary information is not provided within the ASPSPs' online channels directly to PSUs, then it must not be provided during an Open Banking PIS journey. ASPSPs should also ensure that this information does not constitute an obstacle or additional check on the consent provided by the PSU to the PISP.
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 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 |
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 | 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
| 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 |
2.3.3 List of Supplementary Information:
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Where fees, charges or Forex apply
Where interest rates apply
To facilitate confirmation of payee (for Bahrain implementations, where ASPSPs applied COP validation and found inconsistency between payee account name and payee account details)
To display a PSU warning that the relevant payment account will become overdrawn / exceed an overdraft limit as a result of the intended payment
If the relevant payment submission cut-off time has elapsed and the ASPSP wishes to offer an execution date/time
Where the PSU has been identified by the ASPSPs as a vulnerable customer (who therefore receives tailored journeys and messages in ASPSP’s own online platforms)
To show value-add information based on functionality implemented by ASPSPs in competitive space which provides positive customer outcome (e.g. cash flow prediction engine)
For high value transactions using a different payment scheme
Where the payments may be duplicated by the customer in a short period (e.g. ASPSP may display a warning that payment appears to be duplicated)
3. API specification: Brief
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Description
3.1 Domestic Payments Consents API Specification Document
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