Payment Service

UX Best Practices Guide

Notice of confidentiality and disclaimers

This presentation is furnished to you solely in your capacity as a customer of Visa Inc. and/or a participant in the Visa payments system. By accepting this presentation, you acknowledge that the information contained herein (the "Information") is confidential and subject to the confidentiality restrictions contained in the Visa Rules and/or other confidentiality agreements, which limit your use of the Information. You agree to keep the Information confidential and not to use the Information for any purpose other than in your capacity as a customer of Visa Inc. or as a participant in the Visa payments system. The Information may only be disseminated within your organization on a need-to-know basis to enable your participation in the Visa payments system. Please be advised that the Information may constitute material non-public information under U.S. federal securities laws and that purchasing or selling securities of Visa Inc. while being aware of material non-public information would constitute a violation of applicable U.S. federal securities laws.

These materials and best practice recommendations are provided for informational purposes only and are neither mandatory, nor should they be relied upon for marketing, legal, regulatory or other advice. Recommended marketing materials should be independently evaluated in light of your specific business needs and any applicable Notice of confidentiality and disclaimers contained in this document. Concepts and details are under development by Visa and features, functionality, implementation and branding may be updated, changed or canceled at Visa's discretion. Availability is subject to factors outside of Visa’s control, including participation by issuers, acquirers and merchants. Participation, prototyping or collaboration activities are subject to Visa’s additional terms and conditions. Benefits are illustrative only and depend on implementation details and business factors.

Visa may at any time change or remove any of the attributes, requirements and functional specifications related to Visa Stop Payments Services, or withdraw Visa Stop Payments Services entirely.

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Table of Contents

Guide Overview
Product
4
5

End-to-End Experience

Remove a stop payment
Drive engagement with notifications
Build awareness and understanding
Best Practices for VSPS Clients

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

Product

• Overview
• Options

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

Account Monitoring Help

• Help customers feel confident about where their credentials are stored.

Account Management

• Introduce customer control of everyday transactions and direct debits.
• Reduce call center volume and free up valuable agent time.

Proactive Notifications

• Increase use of digital channels for everyday banking, driving brand affinity and customer loyalty.

Potential Issuer Opportunities

Account Monitoring

• Protect top-of-wallet status by proactively managing card-on-file in the case of reissuance.
• Drive customer stickiness and improved net promoter scores.

Product Options

Choose the solution that best meets business and customer needs

VSPS (Full Solution)

Description:
Increased control and flexibility - Enables cardholders' increased control over their recurring charges with added precision and intelligence

Tech info:

Capabilities:

• Search existing stop instructions on a PAN
• Cancel a stop instruction
• Retrieve details of a single stop instruction

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

Account Monitoring

Cardholder can easily view all recurring payments in their mobile banking app, enabled by the Visa Card-on-File API.

Account Management

Proactive notifications

Cardholders can sign up for stop payment notifications provided by their bank, so they'll always know the status of all their recurring payments and be able to quickly recognize and stop suspicious charges.

End-to-End Experience

VSPS User Flow

The user flows for VSPS are similar to one another, aside from the entry points. Below is the Visa preferred (main) VSPS flow, Account Management. Alternative entry points include the Transaction Details and Notifications screens.

End-to-End Experience

Account Monitoring – Stop an unwanted transaction

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

Note: Circle = User journey touch points

All user flows and messaging shown are for illustrative purposes only. They do not constitute legal or marketing advice or replace participant's own analysis. ©2022 Visa. All rights reserved. Visa Confidential

End-to-End Experience

Account Management - Remove an active stop payment

Recommended experience for cardholders who wish to monitor and manage multiple recurring transactions -- a central hub allows the cardholder to review the status of current subscriptions and manage future payments for different retailers all in one place.

End to End Experience

Proactive Notifications-Extend an active stop payment

Recommended experience for cardholders who wish to receive account notifications on their bank's mobile app about recurring payment updates and take appropriate action.

Implementation Guidance

VSPS Technical Flow

Overview of the flow across Issuers, Visa, Merchants and/or Digital Wallets. Each box corresponds to a screen detailed later in this document. This section focuses on creating stop instructions.

Note: Yellow arrow = Issuer/merchant requesting data / action from VISA; Blue arrow = VISA responding back with data /status

Issuer will need to apply data filtering and matching logic to accurately display active and stopped charges. All user flows and messaging shown are for illustrative purposes only. They do not constitute legal or marketing advice or replace participant's own analysis.

Implementation Guidance/Mobile UI

Introducing VSPS to Cardholders

Technical Requirements

Account Home fields will be dynamically populated by issuers using internal data sources.

UX Recommendations

1. Introduce cardholder to VSPS with a "New Card Benefits" promo

Benefits include:

Now you can easily manage recurring payments for subscriptions, utility bills, credit cards and more, all in one place.

Why? A promo on the “Welcome” screen can be an easy way to alert cardholders to new features available to them to manage their finances.

Transparency

Provide cardholders an easy option to get more information about New Services -- e.g., link to a “Learn More” popup. Why? This may be a cardholder’s first introduction to VSPS. Make it easy for them to access more information to understand the benefits of this feature and drive enrollment. Tips: Avoid jargon and keep the messaging simple. Use a clear call to action, such as “Learn More,” and use a link instead of a button so customers understand this isn’t a step they need to complete.

Implementation Guidance/Mobile UI

Stop an active recurring payment

Technical Requirements

Use the VSPS Search Eligibility API to get a list of VSPS eligible transactions.

Subscription Manager

Implementation Guidance / Mobile UI

Stop an active recurring payment

UX Recommendations

Clearly communicate cardholders are expected to work with merchants to cancel any subscriptions before canceling recurring payments.

Implementation Guidance/Mobile UI

Remove a stop payment

Technical Requirements

Use Search Stop Instruction API to display details on the existing stop instruction.
Use Cancel API to remove the stop placed. A stop Id obtained from the Search Stop Instruction API/stored in issuer systems is required to extend.

Implementation Guidance/Mobile UI

Drive engagement with notifications

Technical Requirements

Notifications to cardholders and the notification center will be internally owned and hosted by the issuer. Triggering the recurring payment details screen will follow technical requirements provided in page 19 Stop an active recurring payment.

Notifications to cardholders

Include important account management information in communications, such as the app notification center, emails and texts. Why? To help cardholders proactively manage their account and increase engagement.

Implementation Guidance/Mobile UI

Build awareness and understanding

Technical Requirements

Awareness and educational messaging will be owned and internally hosted by the issuer.

UX Recommendations

Create and link to FAQs

Awareness and educational messaging will be owned andinternally hosted by the issuer.

Appendix

Reference Documents

Please contact your Visa representative for more information on how to access these documents.

• VSPS API reference guide on Visa Developer Platform
• Card On File API reference guide On Visa Developer Platform
• VSPS Implementation guide
• VSPS Tear Sheet on COMPASS

VSPS FAQs