Refund Transactions

1. Opening Spiel

2. Ask the Reference # from the Customer

3. Key Spell the Reference # to Verify if Captured Correctly

4. Request the Sender's Complete Name from the Caller

5. Request the Receiver's Complete Name from the Caller **Request the Customer to Stay on the Line while Checking the Transaction.

6. Request the Refund Reason from the Customer **Request the Customer's Approval to Place the Line On-hold for 2-3 Minutes. **Pull-up the Customer's Profile.

   • From the Transaction Details, Get the Customer's Mobile # and Last Name. **Check the Transaction Notes. **Open a Case. Let the Customer Know that You Are Working on His Request.

7. From the Case, Select the Refund Button

8. Confirm if Customer is willing to return to the same Store Location **Tell the Customer you're almost done and to please stay on the line.

9. Tell the Customer the Total Refund Amount inc. Fees (Say & Key-Spell)

**Ask the Customer if he has pen & paper available at hand. 10. Give the Refund/New Reference Number to the Customer

1. Tell the Following Spiel to the Customer: **Kindly bring the New Reference Number and a valid photo ID to the agent location to pick-up the refund. **Please inform the agent that you are receiving money while MoneyGram is the sender.

2. MGO Self-Service Portal Spiel:
   **Just to let you know that MoneyGram has an Online Self-Service Portal **That allows the customers to amend their receiver's name, **Cancel their transaction to get a refund, and; **Check the transaction status w/o the need to contact MGI Call Center. **All you need to do is to access MoneyGram Help Center at www.moneygram.com/helpcenter.

3. Is there anything else I can help you with?

4. Thank you for calling MoneyGram. Again, my name is Eds. Have a great rest of your day.