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

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