_{S. No.}

_{Requirements Customer Experience Checklist and Customer Experience Considerations}

 _Participant

_{Implementation Requirements}

₁

_{Minimum Set of Parameters}

_{PISPs should must either allow users/customers to specify any of the below information or pre-populate this information on their behalf for the bulk & batch payments:}

• _{Total amount of all payments in the bulk/batch and currency}

• _{Number of payments included in the bulk/batch}

• _{Reference for the file (as per best practice)}

_PISP

 _Required

₂

_{User/Customer payment Account Selection:}

_{IfPISPs allow users/customers to import/upload a batch/bulk file of payments, then the file may contain one user/customer payment Account (for bulk) or multiple user/customer payment Accounts (for batch). In this case PISPs should not allow the customer to define a user/customer payment Account for the bulk or batch. PISPs could read the file and pre-populate the user/customer payment Account in the case of bulk payments. Moreover, PISPs could use the user/customer payment Account sort code(s) to identify and pre-populate the user's/customer's ASPSP that the bulk/batch needs to be submitted for processing.}

_{Otherwise, if no external file upload or user/customer payment Account(s) in the file, PISPs should allow users/customers to either:}

• _{Enter the user/customer payment Account details (one or multiple)}

• _{Select their account details (assumes they have been saved previously)}

• _{Select their ASPSP in order to select their user/customer payment Account from there}

 _PISP

 _Required

₃

_{Minimum Set of Parameters:}

_{IfPISPs allows users/customers to import/upload a batch/bulk file of payments, then the file may contain the payment scheme(s) and the requested execution date(s) for the bulk/batch of payments. In this case, PISPs should not allow the customer to define the payment scheme and the requested execution date. PISPs}

_{may read the file and pre-populate the payment scheme and the requested execution date in the case of bulk payments and also for the batch payments if the same throughout the file.}

_{Otherwise, if no external file upload or payment scheme and the requested execution date in the file, PISPs should allow users/customers to specify the below information:}

• _{Instruction instrument (payment scheme)}

• _{Requested Execution date}

_{Note: For batch payments this will only hold if these parameters will need to apply to all the transactions within the batch}

 _PISP

 _Required

 ₄

_{User/Customer Consent to PISP:}

_{PISPs must request for the user's/customer's consent to the payment clearly displaying any of the following information if specified by users/customers or pre- populated by PISPs:}

• _{Total amount of all payments in the bulk/batch and currency (subject to item #2 options)}

• _{Number of payments included in the bulk/batch (subject to item #2 options)}

• _{Reference for the file (as per best practice) (subject to item #2 options)}

• _{Instruction instrument (payment scheme) (subject to item #1 options)}

• _{Requested Execution date (subject to item #1 options)}

• _{User/Customer payment Account or selected ASPSP (subject to item #3 options)}

  • _{Note 1: If User/Customer payment Account is selected in previous screen, PISPs should mask the account details}

  • _{Note 2: If User/Customer payment Account details are provided, PISPs could use the account sort-code to derive and display the ASPSP}

_{CX consideration:}

• _{PISPs should 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

₅

• _{Generic PISP to ASPSP (Bank) redirection screen and message. Please refer to Section 2.2.}

 _PISP

 _Required

₅

_{SCA-Strong Customer Authentication:}

_{SCA (including dynamic linking) must be the only action required at the ASPSPs (unless supplementary information required, refer to section 1.1.3).}

_{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:}

• _{If SCA as described in this section cannot occur on the same screen as #5 of displaying the amount and the payee (e.g. for some biometric authentications methods), then ASPSPs(Banks) should offer users/customers options to proceed or cancel the payment with "equal prominence”}

_ASPSP

 _Required

₆

_{Additional Supplementary / Missing Payment Information:}

_{Although the payee details and total amount are known to the ASPSP before the User/Customer is authenticated,}

• _{ASPSPs must introduce a step after authentication to allow users/customers to provide additional information associated with the bulk/batch payment in order to complete the payment instructions, if the payment order is incomplete. This information may include:}

  • _{User/Customer payment Account Identification details (for bulk payments only)}

  • _{Instruction instrument (payment scheme) (for bulk payments and for batch only if it applies to all payments in the batch)}

  • _{Requested Execution date (for bulk payments and for batch only if it applies to all payments in the batch)}

• _{ASPSPs should be able to introduce a step after authentication to display additional /supplementary information in relation to the bulk\batch payment instructions such as expected execution date, specific terms related to this payment type, charges etc.}

 _{CX consideration:}

• _{ASPSPs should also display to users/customers all the payment instruction information received from PISPs}

• _{ASPSPs must inform users/customers about their “point of no return” for making the payment and that their payment will be made after pressing the proceed button. Example wording: "Proceed to make payment”}

• _{ASPSPs must allow users/customers 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. Please refer to Section 2.2. 5}

 _ASPSP

 _Required

₇

_{PISP Confirmation}

_{If received from ASPSs (Banks), 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}

• _initiation

• _{The expected payment execution date & time}

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

• _{The ASPSP charges (where applicable)}

_ASPSP

_Required

 ₈

_{Further Payment Status Update}

_{PISPs must follow up with ASPSPs in order to check and update the users/customers 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