From confusion to clarity — delivering a smooth verification experience.
July 2025
We’re pleased to announce the publication of Verification of Payee – Customer Experience (CX) Guidelines, Version 1.0, developed by the VOP Market Working Group as part of the preparation for the implementation of VOP across the Eurozone.
Purpose of the CX Guidelines
The goal of these guidelines is to ensure a consistent and clear customer experience across the market. They help Payment Service Providers (PSPs) understand how to:
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properly collect account data and inform customers before the VOP check,
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communicate VOP results after the check,
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raise public awareness and prepare customer support teams.
Key Focus Areas of the Document:
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Pre-validation rules – how to capture data and inform the customer before VOP initiation.
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Post-validation rules – how to present VOP results and guide the customer in case of match, no match, or technical issues.
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Customer education – suggested FAQs, awareness messaging, and branch staff training.
For more details, you can download the document or contact us with any questions.
Let’s work together to raise the bar for payment security and customer trust.
⬇ Download VOP CX Guidelines (PDF)