The challenge

Explain the coming changes to the PayMe terms and conditions.

The context

As we prepared to roll out new features in the PayMe from HSBC app, we needed to inform our customers of the updates that will be made to our terms and conditions. The changes had to be laid out in a way that’s easy for our customers to read and understand so they know what they’re agreeing to if they continue to use our app.

The solution

Dear PayMe Customer,

We will be updating our Terms & Conditions in late May 2018. This will let us launch exciting new features and continue to make improvements to PayMe such as giving you more control over your privacy settings. While we recommend that you visit and read through the full Terms & Conditions, here’s a short summary of the updates you’ll be agreeing to by continuing to use PayMe:

Controlling your privacy settings
Your default privacy settings are set to ‘Friends’. However, you can always change this at any time for your future transactions – changing the default privacy settings will not affect transactions that have already been made. Depending on these settings or your choice of privacy on a payment message, your friends and the recipient’s friends may be able to see the payment message. However, the payment amount will always be kept private between you and the recipient. To learn more about how to control your privacy settings, please visit Security & Privacy in our FAQ section.

Paying merchants in PayMe
You’ll be able to use PayMe to pay for purchases with authorised merchants in the future. For any disputes that may arise from such transactions, please contact the merchant directly to settle the matter as we’re only able to make a refund only upon a merchant’s instruction. That said, please feel free to approach us if you believe you’ve been a victim of fraud and we’ll look into the issue for you.

Using facial recognition
If you’ve got a sibling, a doppelgänger or an evil twin, we would highly recommend that you use your PIN to authorise transactions instead of Face ID. Using your PIN is also a safer way of keeping your PayMe account secure if you share your mobile device with someone else who has their fingerprints registered on the mobile device.

If you disagree with the updated Terms & Conditions for any reason and would like to close your PayMe account, you can do so at any time by going to Settings in the app.

Thank you for your support as a PayMe customer.

The outcome

We maintained an open rate that exceeds the industry benchmark and received positive feedback about the formatting and the wording which made the information more digestible. The lack of legal jargon also helped our customers to understand the changes better.