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CX Messaging Guidelines

How to present NameCheck results to users

The below examples illustrate how NameCheck results should be presented to users to help them identify potential errors and reduce the risk of scams or mistaken payments.

The wording included in the coloured result boxes, as well as the symbols and their colours, must be followed. These form the core NameCheck messaging and should not be altered.

Supporting layout and surrounding UI may vary as per Customers' use case, provided the intent and prominence of the messaging is preserved.

Note: Meeting these CX guidelines is a key business requirement for go-live. Customers will be asked to provide their CX flow for review and approval.

NameCheck outcomes
NameCheck OutcomeExample & Guidance
Match

The account name seems to match the account

What does this mean?

  • The details look right based on the names we've seen used for the account
Close / Partial Match

There's a different name more commonly used for this account

What does this mean?

  • An uncommon account name can be a sign of a scam - speak to the payee to check it's really them requesting the payment and confirm the BSB and account number

  • There could be a typo - check the BSB and account number you've entered are correct
No Match

The account name doesn't seem to match the account

What does this mean?

  • We haven't seen anyone else use a name similar to the one you entered

  • A name that doesn't match can be a sign of a scam - speak to the payee to check it's really them requesting the payment and confirm the BSB and account number

  • There could be a typo - check the BSB and account number you've entered are correct
Not Enough Information

We haven't seen enough payments to indicate if the account details look right

What does this mean?

  • The account could be new, or one that doesn't get many payments - only continue if you're sure it's safe

  • Scammers sometimes use new accounts to avoid detection - speak to the payee to check it's really them requesting the payment and confirm the BSB and account number

Account Does Not Exist

BSB and account number not found

What does this mean?

  • The account could be new and we haven't seen it used yet - only continue if you're sure it's safe

  • Scammers sometimes use new accounts to avoid detection - speak to the payee to check it's really them requesting the payment and confirm the BSB and account number

  • There could be a typo - check the BSB and account number you've entered are correct