The cardholder information text field is text provided by the ACS/Issuer in the authentication response to a merchant during a frictionless or decoupled transaction. This field is optional for ACS/Issuers to populate unless the transaction utilizes Decoupled Authentication. It is optional for Merchants to display in EMV 3DS 2.1 but mandatory for Merchants to display in EMV 3DS 2.2. Regardless of the EMV 3DS version in use, when populated, Merchants are strongly encouraged to display this information to cardholders to enhance the EMV 3DS user experience.
The cardholder information text is useful whenever an issuer wants to give their cardholder a call to action to improve their authentication experience. For example, an issuer may suggest to their cardholder to download their mobile banking app for a better authentication experience next time they shop online or to convey important information to the cardholder e.g. Contact your bank.
Merchants benefit from displaying the cardholder info text to cardholders by enabling cardholders to complete the necessary steps to have a better EMV 3DS experience, and thus a better shopping experience. Merchants are encouraged to display the cardholder information text to cardholders in the checkout page. The user-tested guidelines below show merchants how to properly display the cardholder information text to the cardholder.
It is recommended for the cardholder information text to be formatted in the style of the merchant’s checkout page. The cardholder information text should be prominent in the merchant’s order confirmation screen so that cardholders can take the call to action.
In the event of a failed authentication, issuers may want their cardholders to complete authentication steps outside of the EMV 3DS 2.1 and 2.2 flow so that their cardholder can be authenticated via EMV 3DS for their next purchase. Merchants are encouraged to show the cardholder info text so that both merchant and cardholder can enjoy the benefits of EMV 3DS.
If a merchant proceeds to submit an ECI 07 (non authenticated eCommerce) authorization request due to the failed EMV 3DS authentication, it is recommended for the merchant to display the cardholder info text to the cardholder in the ‘Order Confirmation’ screen.
If a merchant does not proceed to authorization and the transaction ends, then it is recommended for the cardholder information text to be shown in the merchant’s checkout page. Thus, if the cardholder follows the call to action, they may be able to return and complete the purchase.
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