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

11. 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.  

12. 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. 

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

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