CoP CX Guidelines
Customer Experience (CX) guidelines are crucial as they serve as the foundational blueprint for all merchant and customer interactions, ensuring that the CoP service is delivered effectively, consistently, and with the customer's best interest in mind.
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
To maintain strict customer privacy and comply with industry standards, merchants must not display this name received in the lookup response 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 no_matchlimit reached | ||
| 422 - ZCOPR05 | Requester ID no_match limit reached | ||
| 422 - ZCOPR06 | Account limit reached | ||
| 422 - ZCOPR07 | Requester ID limit reached |
Updated 15 days ago
