Payment Service

UX Best Practices Guide

Guide Overview

Purpose

This guide provides tactical guidance on how to create a frictionless and consistent online recurring payment or subscription management experience for cardholders using the Visa Stop Payment Service (VSPS). VSPS allows cardholders to manage recurring payments directly, eliminating the need to contact customer support for help. Cardholders can access VSPS account management tools online or using their issuer app anytime, allowing them to instantly address payment issues and saving them time and energy. This guide includes UX recommendations and best practices and technical implementation guidance from Visa's VSPS team to help issuers develop an optimal user experience for cardholders.

Who this guide is for

Product and technical owners for issuers, issuer processors, and other third-party providers that use or distribute VSPS to issuers.

What you’ll find in this guide

This guide provides tactical guidance on how to create a frictionless and consistent online recurring payment or subscription management experience for cardholders using the Visa Stop Payment Service (VSPS).

Product Overview

• Provide cardholders more help managing their finances

The Visa Stop Payment Service (VSPS) helps Visa card issuers to stop card-not-present transactions (including recurring and installment payments) from being authorized, cleared, and settled through VisaNet and provides Visa issuers a method for handling cardholder stop payment requests.

Potential Cardholder/Small Business Benefits

• Help customers feel confident about where their credentials are stored.
• Introduce customer control of everyday transactions and direct debits.
• Reduce call center volume and free up valuable agent time.
• Increase use of digital channels for everyday banking, driving brand affinity and customer loyalty.

Product Options

• Full Solution: Increased control and flexibility - Enables cardholders' increased control over their recurring charges with added precision and intelligence.
• Subscription Manager: Faster, easier integration - Enables cardholders to view and manage all their recurring payments.

End-to-End Experience

Introduction

An empowered user experience drives issuer benefits. With VSPS, individual cardholders or small business owners can monitor and manage recurring payments, easily issue stop payments for unwanted transactions, and set up notifications to proactively manage their accounts, driving efficiency, customer stickiness, and improved net promoter scores.

Cardholder Pain Points Before VSPS

"I had no idea I was still being charged for a subscription I thought I'd stopped!"

Cardholder Experience After VSPS

With VSPS, individual cardholders or small business owners can monitor and manage recurring payments, easily issue stop payments for unwanted transactions, and set up notifications to proactively manage their accounts.

Stop an active recurring payment

Recommended experience for cardholders who wish to monitor and manage their recurring transactions.

Implementation Guidance

VSPS Technical Flow

Overview of the flow across Issuers, Visa, Merchants, and/or Digital Wallets.

Mobile UI

1. Introduce cardholder to VSPS with a "New Card Benefits" promo
2. Offer multiple entry points for VSPS supporting card management functionality – Account Monitoring

Best Practices for VSPS Clients

1. Create stop instructions with precision
2. Display subscription payments only to prevent cardholders from blocking single payments
3. Utilize automatic cost-control features to prevent duplicate stop instructions

Appendix

Reference Documents

• VSPS API reference guide on Visa Developer Platform
• Card On File API reference guide On Visa Developer Platform
• VSPS Implementation guide
• VSPS FAQs

Thank you

For more information, please contact your Visa Representative.