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.

ℹ️

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:

ResponseOutcomeSymbolMessage
200MatchThe account name matches the name provided.
200Close matchThe account name is a close match to the name provided.
200No matchThe account name does not match the name provided.
200Account closedThe account provided is closed.
404 - ZCOPR02No account foundThe account provided cannot be found.
422 - ZCOPR00Unable to confirmWe could not confirm the account name match.
422 - ZCOPR01BBAN Lookup failedWe could not confirm the account name match.
422 - ZCOPR04Account no_matchlimit reached
422 - ZCOPR05Requester ID no_match limit reached
422 - ZCOPR06Account limit reached
422 - ZCOPR07Requester ID limit reached