End User FAQ: HSBC Open Payments

HSBC Open Payments is provided by HSBC UK Bank plc (“HSBC”, “we” or “us”) and enables you to make payments to a retailer directly from your bank account. Payments are usually sent in real time unless there is a delay in the relevant payments system.

Retailers may use Global Payments to collect funds on behalf of them using HSBC Open Payments.

When you arrive at the retailer’s checkout page you will be given a choice of payment options. If you chose “pay by bank account” you will be able to use HSBC Open Payments to choose the bank or building society that holds your account and then be securely redirected to your bank account provider’s online banking portal or app where you will log in and authorise your payment to the retailer.

Global Payments act on behalf of retailers to enable you to make payments using HSBC Open Payments.

Bank Payment is the name of the service which Global Payments offer to retailers, which utilises HSBC Open Payments.

Yes. You don’t need to bank with HSBC to use HSBC Open Payments. If you choose to pay using this service, you’ll need to select the bank where you hold an account from which you want to make your payment.

Not quite. HSBC Open Payments is connected to the majority of banks and building societies in the UK through the Open Banking network but the service does not work with all of them. If your bank account provider is not listed, then you will need to go back to the retailer’s checkout page and choose a different payment method.

HSBC Open Payments uses the UK’s new Open Banking network to initiate payments. By using this method to pay it means:

• You don’t need to give a retailer your card details so these are not stored anywhere;
• The payment is authorised using your online banking service using your own bank’s security;
• You don’t need to set up the retailer as a trusted beneficiary on your online banking service and then delete them if it’s only a one off payment.

HSBC UK will collect some information (including personal data) about you when you when you use HSBC Open Payments and this will be processed in accordance with the HSBC Open Payments Privacy Notice which can be found here.

Sometimes things go wrong but if you do receive an error message when you are trying to make payment it’s unlikely your payment has gone through and you should be redirected back to the retailer’s checkout. We’d always recommend you check your bank account if you are unsure.

IOS users need to start the checkout journey in Safari which is the default browser for Apple products.

If you do try and use Chrome instead of Safari the transaction process will fail and the money will not be taken from your account.

In order to use HSBC Open Payments, you will need to authenticate yourself (to prove that it’s you making the payment) using security information or biometric info that your bank asks you for. If you cannot provide the security information your bank asks for then you won’t be able to pay for your purchase using HSBC Open Payments and will need to select an alternative payment method.

If you don’t have sufficient funds in your bank account, you cannot provide your bank with the right security information then you won’t be able to pay using HSBC Open Payments.

A retailer might refuse to accept payment using HSBC Open Payments and if this does occur then you should contact the retailer directly to discuss why this might be the case.

Your payment should usually be debited from your account immediately once you have received confirmation that it has been successfully submitted. You should contact your bank if the funds are not debited from your account within 2 hours of the payment being successfully submitted.

If you order goods or services from a retailer and they don’t get delivered, you should speak to the retailer to discuss why the goods have not been received and if you are entitled to a refund. You may also need to contact your bank if the retailer refuses to deliver the goods or provide a refund.

HSBC Open Payments will not request payment refunds on your behalf. If we are asked to do so by Global Payments, acting on behalf of the retailer, we may arrange for a refund to your bank account. We will use the information provided to us by your bank or Global Payments to initiate the refund to your account.

No. HSBC Open Payments is a method to transfer money from the payer to the payee but it does not have the same consumer protections that other payment methods such as credit cards, direct debits and debit cards have. HSBC will not be able to assist you if the retailer goes bankrupt before your purchases are delivered so please think carefully when making your choice about how to pay.

If you see any transaction on your bank account that you don’t recognise then you should call your own bank as soon as possible. If that payment was made using HSBC Open Payments your bank will be able to tell you and provide more information.

We are a member of the Open Banking dispute resolution service which is designed to help consumers if they need to dispute a transaction on their account that used Open Banking.

If you want to provide feedback or complain to us about HSBC Open Payments service, then you can contact us using the details below. You can contact us by telephone, online form, email or post using the details below.

You can email us at commercial.customer.relations@hsbc.com or go to https://www.business.hsbc.uk/en-gb/gb/generic/complaints

You can contact us to request a copy of the confirmation of payment using the details below. You can contact us by telephone, online form, email or post using the details below. https://www.business.hsbc.uk/en-gb/gb/generic/complaints

We use a third party software provider to deliver HSBC Open Payments and you might see reference to them in your payment journey.