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The payments industry has a messaging problem. For years, we’ve told ourselves and our customers that payments are becoming “invisible” or “disappearing.” It’s a compelling language, yet it’s fundamentally inaccurate. And more importantly, it’s not what consumers or businesses actually want; what they really expect is transparency.
Why “invisible” and “disappearing” miss the mark
Payments aren’t disappearing. They’re becoming easier, smarter, faster, and more embedded into the experiences people care about. Embedded doesn’t mean invisible, and it shouldn’t. Consumers expect payments to be clear, which makes transparency a feature of modern payments.
When we promote聽a payment聽as invisible, we聽could聽undermine聽the聽payee鈥檚聽control and聽ability to make an聽informed decision.聽Promoting invisibility聽can erode the trust that聽consumers and businesses depend on聽and聽assume in each other.聽
This聽distinction matters. Invisible suggests something hidden, opaque, or outside of user control. Embedded means seamlessly integrated while聽remaining聽clear and accessible. That difference shapes how we build products, communicate value, and聽maintain聽customer聽trust and聽confidence.聽聽
The three reasons why visibility and transparency in payments matter
Payments influence decisions
Consider rideshare apps. Before confirming a ride, users see pricing options based on vehicle type, estimated time, and passenger capacity. After the trip, they choose whether to add a tip. The payment isn’t hidden: it’s central to the decision. Removing that visibility would eliminate the ability to make an informed choice.
Transparency prevents disruption
Auto-draft payments for subscriptions or recurring bills depend on clear communication. Customers receive pre-payment notices with amounts and statement links, followed by a confirmation once the payment is processed. If a payment fails, they get an opportunity to resolve it before service is interrupted. Visibility here isn’t optional: it’s essential to continuity and trust.
Clarity Reduces Friction
Unexpected charges create confusion. A one-time international roaming fee on a phone bill or a movie purchase on a streaming service can look suspicious if not properly explained. Transparent itemization prevents unnecessary customer service calls, chargebacks, and erosion of trust.
The path forward
It’s聽time to retire “invisible聽and disappearing” from聽the payments聽industry vocabulary. Instead,聽let’s聽champion聽and deliver modern, easy,聽seamless,聽and transparent experiences that meet consumer聽expectations.聽Embedded payments should empower users with clarity and control, not obscure the transaction behind a veil of convenience.聽
The future of payments聽isn’t聽about making them disappear.聽It’s聽about making them work better: visibly, confidently, and in full view of the people who depend on them.聽
Maddy K. Aufseeser is focused on identifying and sharing key strategic insights that fuel innovation, opportunities and growth for the payments markets. Maddy has extensive experience with go-to-market strategies and launching new solutions with more than 25 years tenure in the payments industry. Her breadth of experience includes identifying and providing key industry insights, as well as building and delivering on strategic plans for early-stage to Fortune 500 institutions. She leverages data and analytics to differentiate strategic business opportunities, develop a cohesive vision and build profitable customer experiences in B2B2C markets. Additionally, Maddy is a prominent internationally-recognized and published author, speaker and industry thought leader, having received multiple awards and recognition from within the industry.
