ExpressPayment - Problem-Solving

Overview For the general information on ExpressPayment (EP) services, refer to EP General Information.

You should be able to identify and report the below 3 types of transaction issues.

PAN-Data transaction issue: customer reports that the transaction was not posted and account number is PAN Data; refer to PCI and PAN Data. Posting delay: transaction was sent to the intended biller and correct account number, but the customer states it has not posted for more than 3 business days. Wrong account/biller: transaction was sent to the wrong biller and/or wrong account number, or it was sent to the company not belonging to the MGI network; refer to Biller Research to check if the biller is out of network. Complete Agent Did Not Collect/Sent Duplicate/Sent Too Much in the below scenarios.

Agent calls with a non-customer related issue. You see the On billing message in the Message field under the transaction Details/Additional Details section. For EP transactions in an RF6 status, complete EP Refund Process.

Prerequisites

Universal Representatives: complete Transaction Verification and Research. MGO Representatives: a. Complete Call Structure Flow. b. Verify if the case is logged as below. Case Record Type: Consumer Support Case Reason: Transaction Assistance Case Sub-Reason: Payment / Payout Assistance Subject: Express Payment

ExpressPayment Not Received Process Complete the below process to assist a sender/send agent calling on behalf of sender.

1 Identify what service the customer used. For JPAY and FBOP services, MGI can only assist with posting issues; for any other requests, you should direct the caller to their respective biller (correctional facility).

2 Review the transaction notes and case history under the Transaction Details tab, and proceed based on whether this is the caller's first or consecutive call.

When this is the caller's First call And the case status is N/A, then Proceed to the next stage.

When this is the caller's Second or consecutive call and case already exists in Salesforce And the case status is Open: a. Empathize with them. b. Locate the existing case in Salesforce (look at the Cases tab while viewing the transaction). c. Add case comments to the existing case, stating that the sender/send agent (as applicable) called back; refer to Case Comments.

When this is the caller's Second or consecutive call and case already exists in Salesforce And the case status is Closed, then: a. Empathize with the caller. b. Locate the existing case in Salesforce (look at the Cases tab while viewing the transaction). c. Check if there is a following comment from Biller Servicing Team on the case and proceed as per below grid: per biller: we have refunded this back to MoneyGram - payment will be refunded once visible on the Lockbox return report as per receipt of check.

When the above comment Is on the case, then Advise the caller that the transaction will be refunded within 4 - 6 weeks.

When the above comment Is not on the case, then Proceed to the next stage.

3 Proceed based on whether the account number is PAN Data; refer to PCI and PAN Data.

When the account number is PAN Data, then:

Gather the intended account number, RC code and biller's name from the caller. Mask the account number; complete PCI and PAN Data Instructions. Proceed to Stage 5 to open a case for a PAN-Data transaction issue. When the account number is Non-PAN Data, then Proceed to the next stage.

4 Ask the caller for the intended account number and RC code/biller's name, and proceed based on their response.

When the account number is correct And the RC code is correct, then Check the transaction send date and proceed as per below grid.

If the transaction was sent Less than 3 days ago, then: a. Inform the caller that the funds should be posted to the biller's account within 3 business days; for more information, refer them to their biller. b. Close the case.

If the transaction was sent more than 3 days ago, then: Proceed to the next stage to create a case for posting issues.

When the account number is Correct And the RC code is Incorrect, then Check if RC codes cross-post and proceed as per below grid; refer to Biller Research.

If RC codes are Cross- post, then: a. Inform the caller that the funds were still sent to the correct biller and will be posted to their account, but with a possible delay. b. Close the case.

If RC codes are Do not cross-post, then Proceed to the next stage to create a case for incorrect biller/account details.

When the account number is Incorrect And the RC code is Correct, then Proceed to the next stage to create a case for incorrect biller/account details.

5 Open a new Partner Servicing case as below.

Case Record Type: Partner Servicing Case Reason: Transaction Case Sub-Reason: Re-direct / Refund / Resend Request Biller Servicing Team: EP Biller Servicing Status: New 6 Based on the issue type, paste one of the below templates in the Subject and Description fields, and fill out all the missing information.

PAN-Data transaction PAN-Data transaction research request Can you please assist verifying this payment posted to the customer's account? The customer is stating that the transaction has not posted yet.

Customer's expectation: choose refund or posting Reference Number: Send Date: Customer's Name: Amount: Biller Name: RC: Customer's Account: paste the masked account number; refer to PCI and PAN Data. Important: remember to place missing digits from the masked account in the case Comments field. Posting ExpressPayment Posting Request (Reference Number) Can you please assist verifying this payment posted to the customer's account? The customer is stating that the transaction has not posted yet.

Reference Number: Send Date: Customer’s Name: Amount: Transaction Biller Name: Transaction RC: Transaction Account Number: Incorrect biller or account details ExpressPayment Re-direction Request (Reference Number) Can you please assist with the transaction correction? The customer is stating that the wrong biller/account details were entered on their transaction:

Short description of the issue:

Customer's expectation: choose refund or posting Reference Number: Send Date: Customer's Name: Amount: Transaction Biller Name: Transaction RC: Transaction Account Number:

If the customer requests posting, gather: Intended Biller RC: Intended Biller Name: Intended Account Number:

7 Advise the caller that the case needs to be investigated further and provide the resolution time-frame as per Resolution Time-frames below.

8 Transfer the case to the Partner Servicing queue; refer to Transferring Case to Queue.

9 Save the case.

Resolution Timeframes: PAN-Data transaction issues: 1 - 10 business days (refund not guaranteed, if requested) Posting issues: 1 - 10 business days (refund not guaranteed, if requested) Incorrect biller/account number: Up to 15 business days (refund not guaranteed, if requested)