Best Practice FPP
Operational guide · Internal and partner use
CRO (Conversion Rate Optimization), UX writing and customer education best practices to increase understanding of the method, its selection at checkout and payment completion.
To support the integration, presentation and enhancement of Fabrick Pay by Bank across payment touchpoints, with a focus on the levers that can be directly managed and on the Fabrick configurations that can simplify the customer journey.
Audience: Marketing, UX, product, customer care and technical teams involved in the integration of the service.
Nature of the document: Operational support: it does not replace the technical documentation or the availability checks on the specific integration. It may be subject to updates and revisions.
Introduction
Integrating Fabrick Pay by Bank into the checkout is only the first step. For the method to be chosen, the customer must immediately understand how it works, know what will happen after selecting it and feel guided even when the journey continues outside the checkout.
The service allows a payment to be authorized directly from one's own account through one's own bank, without manually entering the IBAN, payment reference and the other information typical of a traditional bank transfer. The journey goes through three environments — the website or app where the payment is initiated, the Fabrick customer journey and the customer's bank environment — and each offers different optimization levers.
Hence the two objectives of the guide: make the method easy to understand and choose at checkout, and guide those who select it through to the outcome, reducing doubts, avoidable steps and ambiguity.
A good experience makes the journey predictable before the handover to the bank and clear on the return to the starting website or app.
Who it is for
| Audience | Focus |
|---|---|
| E-commerce and Product managers | Position of the method, checkout flow and return to the website or app. |
| UX and Marketing | Naming, microcopy, information hierarchy and communication on the touchpoints. |
| Payments and technical teams | Configurations, information that can be leveraged in the integration and outcome handling. |
| Customer Care | Consistent answers in case of doubts, errors or failure to complete. |
| Sales and account teams | Explanation of the method in B2B contexts or in relationships with recurring customers. |
How it works, in simple terms
From the end customer's point of view, the journey can be summarized in five moments.
| # | Environment | Moment | Description |
|---|---|---|---|
| 1 | Merchant | Sees the method | Finds Fabrick Pay by Bank among the available payment methods. |
| 2 | Merchant | Chooses it | Selects the method and confirms the payment. |
| 3 | Fabrick | Chooses the bank | Identifies their bank, when the step is provided. |
| 4 | Bank | Authorizes | Follows the authentication required by the bank and authorizes the operation. |
| 5 | Fabrick (or Merchant, with Skip Thank You Page) | Sees the outcome | At the end, the outcome of the payment is shown. |
Three environments, three different responsibilities
| Environment | What it includes | Governance |
|---|---|---|
| Website or app | Naming, position of the method, preparatory information, CTA, preceding touchpoints and return handling. | Internal team |
| Fabrick customer journey | Steps provided by the integration, flow configurations and some elements of visual or textual continuity. | Fabrick |
| Bank environment | Authentication and authorization according to the methods defined by the customer's institution. | Customer's bank |
Before the bank: preparation. In the journey: simplification. After the bank: information and recovery.
Where to intervene in the journey
Not all steps are directly controllable, but you can have a significant impact on the moments that precede and follow bank authentication.
| Moment | Main lever |
|---|---|
| Before checkout | Build familiarity with Fabrick Pay by Bank. |
| Method selection | Make the method visible, understandable and recognizable. |
| Before the handover | Anticipate what will happen and what might be needed. |
| Start of the journey | Avoid redundant steps when the integration allows it. |
| Bank authentication | Prepare the customer without promising an identical experience across banks. |
| Return to the website or app | Show a clear outcome consistent with the payment status. |
| Problem or cancellation | Offer a next step: retry, check or alternative method. |
Fabrick configurations to simplify the customer journey
Some optimizations do not depend on the checkout but on a configuration or activation coordinated with Fabrick. They can reduce steps, increase the continuity of the journey or adapt the flow to the intended payment logic.
Before go-live, check with Fabrick which options are applicable. The availability of the configurations depends on the integration mode (for example Direct/API or Orchestra), on the available data and on the version of the service.
1. Skip Personal Data
Avoid requesting personal data · All integrations
- What is configured: If the merchant already has the customer's first name, last name and email and transmits them to Fabrick, the personal data collection page is not shown and the information is not requested again from the end customer.
- Why it can help: It removes an entire form screen from the journey, precisely at the moment when the customer has already provided that data to the merchant and does not expect to have to repeat it.
- What is needed: Have the customer's first name, last name and email and transmit them correctly to Fabrick as required by the integration.
- When to consider it: In all scenarios where personal data is already known: registered users, recurring customers, B2B contexts.
- Availability: Available on all types of integration.
2. Skip Bank Search
Avoid the bank search · Direct integration only
- What is configured: If the bank can be identified from an already known IBAN, the journey skips the bank search and selection step.
- Why it can help: It removes a choice and an interaction from the journey. Particularly useful in recurring or B2B scenarios, when the banking information is already available.
- What is needed: Have the IBAN or the data required by the integration and be able to transmit it correctly to Fabrick in the API call.
- When to consider it: When the bank is already known before the payment starts and asking to search for it again adds no value.
- Availability: Provided for direct integration. Not available on Orchestra in the configuration described in this guide.
3. Skip Thank You Page
Direct return to the website or app · Direct integration only
- What is configured: At the end of the bank authorization the customer returns directly to the website or app, without going through the Fabrick confirmation page.
- Why it can help: It strengthens perceived continuity and brings the customer back more quickly to the context in which they started the purchase, especially when a well-designed order page already exists.
- What is needed: Handle the return correctly and show a message consistent with the outcome received. The destination page must also provide for non-positive states.
- When to consider it: When you want to keep control of the post-payment and a final screen capable of clearly explaining the status and the next step is available.
- Alternatively: The journey can end on a Fabrick confirmation page that shows the transaction status.
4. Transfer type
Standard SEPA, SEPA Instant or both · All integrations
- What is configured: A single transfer type — Standard SEPA or SEPA Instant — or, where provided, both options, leaving the choice to the customer.
- Why it can help: Removing a choice simplifies the journey when there is a clear business logic. However, the configuration must remain consistent with the use case and with the possible limitations of the customer's bank or account.
- What is needed: Define with Fabrick the desired payment rule and verify compatibility with the integration used.
- When to consider it: When the use case requires an instant transfer exclusively: in that case the "Instant only" configuration must be accompanied by supporting copy for any limits or unavailability on the bank side.
- Availability: On Orchestra the configuration is set at shopLogin level and not on the individual payment request.
5. Brand logo in the customer journey
Visual continuity in the handover · All integrations
- What is configured: The brand's official logo is inserted in the Fabrick customer journey.
- Why it can help: Visual continuity helps the customer connect the handover to the payment just started and reduces the feeling of being in an unexpected context.
- What is needed: Provide Fabrick with an official asset that is legible and suitable for a white background.
- When to consider it: Using the same logo present on the other touchpoints and checking its legibility on mobile as well.
- How it is displayed: At the top left in the Fabrick customer journey, next to the Fabrick logo. The joint presence of the two elements maintains visual continuity and makes the journey immediately recognizable.
6. Trade name shown in the flow
Recognizability of the payment recipient · All integrations
- What is configured: The trade name to be shown in the service interfaces that display the payment recipient.
- Why it can help: A name consistent with the one seen at checkout makes it easier to recognize the recipient and reduces ambiguity between brand, company and technical names.
- What is needed: A clear and consistent name, without variants that the customer might not recognize compared to the website, the app or the communications already received.
- When to consider it: When the brand is known to the customer as "Brand X" and it is preferable to avoid, where configurable, a different and not very recognizable name.
- Availability: The name that can actually be used must be agreed with Fabrick according to the interfaces provided by the service.
Quick matrix: which configuration to consider?
| Scenario | Configuration | UX goal |
|---|---|---|
| Customer's first name, last name and email already available | Skip Personal Data | Don't ask the customer for data the merchant already has. |
| Recurring or B2B customer with an already known IBAN | Skip Bank Search | Avoid the bank search if the available data allows it to be identified. |
| Order or confirmation page already well designed | Skip Thank You Page | Bring the customer directly back to the starting website or app. |
| Business logic that requires a specific transfer type | Transfer type | Reduce unnecessary choices and align the payment with the business rule. |
| Handover to the Fabrick customer journey not very recognizable | Brand logo | Increase visual continuity. |
| Company name different from the brand known to the customer | Trade name | Make the payment recipient recognizable. |
Levers 1-2 · Getting Fabrick Pay by Bank chosen at checkout
Before the customer starts the payment, the method must be visible, understandable and predictable.
1. How to position the method at checkout
What to do Present the method accompanied, when space allows, by a short description clarifying that the payment takes place through the bank.
Why it affects conversion Terms such as PIS, PISP, PSD2 or Open Banking describe the technology but do not help understand the method. The customer must immediately understand what will happen after the choice.
How to apply it With a simple hierarchy: method name, a line explaining how it works or its benefit, any additional information.
Fabrick Pay by Bank (pre-filled bank transfer) Pay directly from your account, without having to manually enter the IBAN and payment reference.
2. Present the method outside the checkout as well
What to do Present Fabrick Pay by Bank on the touchpoints useful for building familiarity: "Payment methods" page, FAQ, reserved area, payment emails, B2B communications or other consistent channels.
Why it affects conversion A method already encountered before checkout is more understandable at the moment of choice.
How to apply it Keeping the same name and the same basic explanation across all touchpoints.
Discover Fabrick Pay by Bank: pay directly from your account, without having to manually fill in a bank transfer.
Levers 3-4 · Getting the payment completed
After the choice the objective changes: guide the customer through to the outcome, reducing surprises, avoidable steps and ambiguous messages.
3. Prepare the customer for the handover to the Fabrick journey
What to do Once the method is selected, clearly anticipate what will happen, what might be needed and what the next steps will be.
Why it affects conversion Knowing in advance that the payment will continue in the Fabrick journey and will require authorization from one's own bank reduces the surprise effect.
How to apply it With a short message before the payment starts that:
- anticipates the handover to the Fabrick journey;
- suggests having at hand the smartphone and the tools normally used to access the bank;
- summarizes what will happen in a few steps;
- clarifies what will happen at the end of the payment.
Avoid overly specific instructions on credentials, OTP or biometrics: each bank adopts different authentication methods.
Before continuing
Keep your smartphone and whatever you normally use to access your bank at hand.
By continuing you will enter the Fabrick payment journey. Here you will be able to:
- Choose your bank, if required
- Log in and authorize the payment
Follow your bank's instructions. At the end you will see the outcome of the payment.
4. Keep the context recognizable
What to do Coordinate the trade name and logo with the elements that can be configured in the Fabrick customer journey.
Why it affects conversion Visual and textual continuity helps the customer connect the new environment to the payment just started.
How to apply it By sharing with Fabrick a trade name consistent with the one shown at checkout and official assets, verifying where these elements are displayed in the specific integration.
Ready-to-use copy
Texts that can be copied or adapted to the brand's tone of voice. They must remain consistent with the configuration actually active. In the copy addressed to the end customer the second person is maintained, because these are texts ready for checkout and customer-facing touchpoints.
Fabrick Pay by Bank (pre-filled bank transfer)
Pay directly from your account, without having to manually enter the IBAN and payment reference.
Fabrick Pay by Bank
Pay directly from your account through your bank.
Short FAQ
Answers to reuse on customer-facing touchpoints and in Customer Care replies.
What is Pay by Bank?
It is a service that allows you to pay directly from your bank account. The data needed for the payment is already prepared and you authorize the operation through your bank.
How does Fabrick Pay by Bank work?
If required, choose your bank and follow the instructions to authorize the payment. At the end you will see the outcome.
Who is Fabrick?
Fabrick S.p.A. is a Payment Institution authorized and supervised by the Bank of Italy and is part of the Sella group. When you pay with Pay by Bank, Fabrick collects your payment order and transmits it to your bank, which executes it after your authorization.
Do I have to fill in a bank transfer?
No. Fabrick Pay by Bank allows you to authorize the payment directly from your account, without manually entering the IBAN, payment reference or other information typical of a traditional bank transfer.
Why am I redirected to my bank?
Because it is in your bank's environment that you verify and authorize the payment, according to the security methods provided by the bank itself.
Is it secure?
Authorization takes place according to the security methods provided by your bank. Fabrick is an authorized payment service provider and operates within the scope of the PSD2 regulation.