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Universal Rep Content Important You should always fully verify and research each transaction handled during a call by completing the below process. Whenever you notice any unusual consumer activity and/or red flags during the below process, complete Unusual Consumer Activity and/or Consumer Fraud, as applicable.
Prerequisites Locate Reference Number on the Caller Information pane and copy it to use when locating a transaction under Advanced Search. User-added image Locate and open a transaction to view its details in case the system does not display it automatically; refer to Transaction Search and Viewing Transaction Details by Field.
Process Complete the below process to verify and research a transaction in Salesforce.
From Salesforce, Money Transfer Details tab: Stage Description 1
Identify the caller and proceed as per below grid.
When the caller is... Then... Sender, send agent, receiver or receive agent
Universal Representatives Ask the caller for Reference Number only when it does not appear in the Caller Information panel. Verify the sender's and receiver's full names. Proceed to the next stage. Live Chat Representatives Ask the caller for Reference Number. Verify the sender's full name only when it does not match the Contact Detail information. Verify the receiver's full names. Proceed to the next stage. Notes ExpressPayment transactions only: Biller on the transaction is the receiver so you do not need to verify the biller's name. Biller who calls needs to be the same as on the transaction, otherwise you should consider them as a third party. Business Disbursement Service transactions only: receiver can provide a sender's (company) partial name as long as it appears to be the same as on the transaction. If a sender's name displays as Red Rose and the send agent as REDROSE, receiver is not required to verify the sender's name, but only Reference Number and receiver's full name. Preventing Consumer Fraud case only: it is sufficient for the sender to only verify Reference Number and their full name whenever: They cannot verify/provide or do not remember the receive's full name, and During the call you notice red flags or transaction shows consumer fraud indicators, and you are planning to refund it to prevent consumer fraud. Third party (concerned family member) reporting fraud
Ask the caller for Reference Number only when it does not appear in the Caller Information panel. Verify the sender's and receiver's full names. Do not release any information to any third party. Complete Unusual Consumer Activity. End of process
Third party complaining Do not release any information to any third party. Complete Third Party Complaints. End of process
Third party: all other queries
Do not release any information to any third party. Do not proceed and do not open a case for any other third-party calls. End of process
2
Proceed based on whether the caller provided correct names.
When the caller provided... Then... Same names as appear on the transaction More names than appear on the transaction (provided that the names match the transaction) Proceed to the next stage. Important Whenever you suspect that you are not speaking with the actual sender but someone who pretends to be one, verify the sender's DOB and proceed based on the outcome. When there is... Then... No hesitation on the caller's side while providing DOB You can deem the verification as successful. Hesitation on the caller's side while providing DOB Refer them back to the store for verification purposes. Whenever you suspect that you are not speaking with the actual receiver but someone who pretends to be one, complete Unusual Consumer Activity. Fewer names than appear on the transaction Names that do not match the transaction Refer to Release of Information, Handling Calls about Pieces of Information that Cannot Be Released section. Inform them that the names do not match and ask to verify them one more time, advising to check the receipt (if sender). Proceed based on the outcome. When the caller is... Then... Able to provide the correct names Proceed to the next stage. Not able to provide the correct names
Advise the caller as below. For sender: go to an MGI location with a valid ID and ask the agent at the location to call MGI. If the transaction is expired, complete Expired Transactions and Code 45. If the transaction is MGO, transfer the call/case to MGO_General; refer to Call and Case Transfer. For receiver: to contact the sender. Important: if the caller is reporting fraud, request the transaction to be placed on hold; complete Placing Transaction on Hold. Do not release any information to the caller. Open a Consumer Support case as below; refer to Opening Consumer Support Case. Case Reason: Transaction Assistance Case Sub-Reason: Transaction Status Check Description: The transaction has not been verified Close the case; refer to Closing Case. End of process
3 Check the transaction status and proceed as per below grid; refer to Viewing Transaction Details by Field
Note: refer to Release of Information when determining whether to release the transaction status to the caller. When the transaction status is... Then... SEN Proceed based on the caller type. When the caller is... Then... Sender Complete Customer Profile Process. Proceed to the next stage. Receiver Proceed to the next stage. REC Note: this only applies when the caller reports that the funds were not paid out to the intended receiver and transaction shows as received in the system (not applicable to Directed Sends transactions). Proceed based on the caller type. When you are speaking with... Then... Sender or send agent calling on behalf of the sender Complete Payment Discrepancy. Receiver or receive agent calling on behalf of the receiver or themselves Complete Reversals. End of process
HLD Check the Sender's or Receiver's Details section under the Money Transfer Details tab, as applicable, and proceed as per below grid.
When the sender/receiver details (phone number, DOB, etc.)... Then... Appear
Complete Customer Profile Process and Handling Transaction on Hold. Do not appear Complete Handling Transaction on Hold. End of process
AFR/RF6 with the Agent Fraud Stop hold reason Complete Handling Transaction on Hold.
End of process AFR/RF6 or RF2 with any hold reason Complete Customer Profile Process and Transaction Refused at POS. End of process AFR without any hold reason(s) Transaction is only available for a refund. Complete Customer Profile Process and Sender Refund or Agent Refund, as applicable. Important: always remember to review transaction notes and proceed accordingly. End of process
Any other Complete Customer Profile Process. Proceed to the next stage. 4 Check the transaction send date and proceed as per below grid.
When the transaction is... Then... More than 90 days old Complete Expired Transactions and Code 45. Note: Code 45 transactions may appear in a SEN status without any indication of hold. End of process
Less than 90 days old Proceed to the next stage. 5 Review all transaction notes under the Transaction Notes tab. Important: if the transaction contains the Contact MGO with any inquiries note, it means it is an MGO transaction and must be handled accordingly. 6 Click on the Amends tab within the case and review the Amend History section.
Notes
Disregard the Created by field under Amend History. Click View all at the bottom of the amend list to see all the amends. 7 Review the last 3 cases attached to the transaction. Important: if the transaction has 5 or more associated cases, complete Transactions with Multiple Cases.
8 Identify the caller's request. 9 Check the transaction Delivery Option and Send System fields, and proceed as per below grid.
When the delivery option is... And you determined... Then... Cash Pick Up Any caller's issue Use the knowledge search to find respective articles. Issue related to MTMO or MTC Complete Paper Products Procedures. Account Deposit, Mobile Wallet or Home Delivery Any caller's issue Complete Directed Sends - Problem-Solving.
To learn more about this service, use the Directed Sends key-word in the knowledge search to find the related articles. ExpressPayment Any caller's issue Complete ExpressPayment - Problem Solving.
To learn more about this service, use the ExpressPayment key-word in the knowledge search to find the related articles.
End of process