Identifying a customer

Overview

The merchant or payment service provider (PSP) is responsible for capturing the customer’s mobile number and email and passing them to Click to Pay. Either one of these can be used by Click to Pay to identify the customer.

THE SCREEN CONSISTS OF THESE ELEMENTS

  1. Email / Mobile number Allows the customer to enter their mobile number and email.
  2. Data disclosure (P1) Tells the customer how their mobile number and email will be used.
  3. Product education Allows the customer to learn more about Click to Pay before they proceed.

Why is this important

Customers expect a seamless/frictionless experience. Asking them for information that they have already provided during the checkout process introduces unnecessary friction. Ideally, the email/mobile number should be collected once at the start of checkout.

Related CX demo:

REQUIRED

1 Email / Mobile number

Click to Pay uses the customer’s mobile number or email to determine if they have any linked cards.

CX GUIDELINES

  • The requirement is to capture either mobile number or email.
  • To support interoperability and scalability across SRC Systems, best practice is to capture both mobile number and email.

BEST PRACTICE

2 Data disclosure

To be lawful, fair and transparent, whoever (merchant or PSP) is collecting the mobile number or email must communicate how it is processed to the customer.

If Click to Pay finds linked cards, the customer may be asked to verify their identity prior to continuing. If Click to Pay does not find any cards then the mobile number and email will not be retained by Click to Pay without customer consent.

CX GUIDELINES

  • Display: “How does Click to Pay use my information?”
  • Even if you’ve covered personal data sharing terms in your privacy policy, it’s good practice to let the customer know that the information they provided to you will also be used to look them up in Click to Pay.
  • It is recommended that you verify this approach and language is appropriate for your jurisdiction. If these Guidelines ever conflict with legal requirements, you should comply with applicable laws.
  • Provide a way for customers to learn more about Click to Pay by including a hyperlink to trigger product education. This builds awareness of how Click to Pay works early in the checkout journey. For accessibility, underline the hyperlink and use a high contrast colour.

Full display:

Collapsed/Expand display:

How does Click to Pay use my information?

Click to Pay will use your mobile number to check if you have linked cards. Learn more

A one-time passcode may be sent to this mobile to confirm it’s you. Message/data rates may apply.

How does Click to Pay use my information?

Click to Pay will use your mobile number to check if you have linked cards. Learn more

A one-time passcode may be sent to this mobile to confirm it’s you. Message/data rates may apply.

BEST PRACTICE

3 Product education

Introduces customers to Click to Pay, answers questions and allays concerns about how it works.

CX GUIDELINES

  • Use the bullets point provided by the SRC Systems.
  • Use the assets provided by the SRC Systems.
  • Rules for the display of the horizontal mark are contained in SRC Reproduction Requirements, which can be found at www.emvco.com.

BEST PRACTICE

Technical bits

Best practice is to call the following SDK methods as soon as possible:

  • init()
  • isRecognized()

As soon as the mobile number or email are available, call:

  • identityLookup()[if required]

This allows Click to Pay to start the process of identifying the customer and retrieving their linked cards as soon as possible.

SRC Systems

Best practice for SRC Systems is to start preparing the response for the getSrcProfile() method as soon as the SRC System provides a positive response to either:

  • isRecognized()
  • identityLookup()

This minimises any latency in retrieving the customer’s linked cards.