CoP CX Guidelines

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Please note: CX guidelines vary based on use case (eg. internal operational use vs customer-facing use cases).

Iconography & Messaging

Iconography

Merchants are encouraged to use icons that align with their brand identity and have the creative flexibility to customise the colour, shape, and overall style of the symbols.

However, to ensure clear communication and consumer trust, the iconography should still leverage common, recognised industry conventions where possible as shown below:

Messaging

The sample messages provided below serve as flexible guidelines to ensure industry consistency around Confirmation of Payee (CoP).

By adhering to these core principles, merchants help establish a trustworthy customer experience and maintain strict privacy by preventing the sharing of sensitive details. Merchants are free to adapt the tone and language to suit their brand, provided the essential meaning remains the same.

Guideline Samples

Individual Account

The following CX guidelines are based on individual accounts.

Merchants will receive the CoP lookup result's match_name for both match and close_match outcomes. However, to maintain strict customer privacy and comply with industry standards, merchants must not display this name to the end customer. The customer interface should only display the generic outcome messages as provided below:

Response	Outcome	Symbol	Message
200	Match		The account name matches the name provided.
200	Close match		The account name is a close match to the name provided.
200	No match		The account name does not match the name provided.
200	Account closed		The account provided is closed.
404 - ZCOPR02	No account found		The account provided cannot be found.
422 - ZCOPR00	Unable to confirm		We could not confirm the account name match.
422 - ZCOPR01	BBAN Lookup failed		We could not confirm the account name match.
422 - ZCOPR04	Account limit reached
422 - ZCOPR05	Requester ID limit reached

Non-Individual Account

The following CX guidelines are based on non-individual accounts (i.e. business accounts).

Unlike Individual accounts, merchants will receive the CoP lookup result's match_name for match, close_match and no match outcomes for non-individual accounts. In this instance, merchants can display this name to the end customer.