MoneyGram Plus Rewards Program

Overview MoneyGram Plus Rewards Program is a loyalty program offered by MGI to its customers; it provides registered users with various benefits and discounts, as described below, and applies to Person-to-Person transactions only.

Money Transfer and Plus Rewards customers are directed to a single country-specific website/app that combines both these services. Refer to the attached Plus Rewards-Enabled Countries for the list of enabled countries and agents. When a transaction is refunded under the program, any existing welcome discount resulting from the original transaction will be cancelled, and a new one with the new expiration date will be issued.

Program Upgrade MGI has recently launched an upgraded Plus Rewards Program scheme for the below European countries.

Walk-in locations: Spain, France, Germany, Poland, Hungary, Romania, Sweden, UK and Greece (except from ACS Courier locations) MGO: Italy, Romania, Czech Republic, Croatia, Hungary, Greece, Bulgaria, Denmark, Netherlands, Austria, Portugal, Norway, Finland, Ireland and Iceland Customers in those countries have access to new benefits and rewards (they will apply automatically to existing members), including:

New discounts (refer to Plus Rewards Discounts below), Exclusive promotions and unique offers, Faster transfer process with a unique customer number.

Contents Enrollment Process Benefits Plus Rewards Discounts Birthday Promo Code Processes Customer Rewards Verification Customer Profile Details and Appeasement (MGO Representatives only) Looking up Plus Rewards Discount on Website Cancelling MoneyGram Plus Rewards Membership/Card Opening SRC Ticket for Membership/Card Cancellation (Supervisors only) Go to Top

Enrollment Process Overview Customers in select countries can enroll in the program at walk-in locations or online via MGO/native app (while registering or by using a Loyalty Dashboard feature); after enrolling online and logging into the MGO website, they will have access to the below Plus Rewards details via Loyalty Dashboard. Member number Enrollment date Rewards accrual progression Rewards history Loyalty ID Number Multiple customers cannot use one Loyalty ID number and each customer must have their own Loyalty ID number. UK PO UK PO no longer issues physical Plus cards to new members; they now receive digital Plus Rewards cards; all previous Plus Members who have transacted since April 2018, have been automatically migrated to the new Plus Rewards Program during its launch. Refer to the attached FAQs for more details. Go to Top

Benefits Below table describes all the available Plus Rewards benefit types.

Benefit Type Description Discounts Customers have access to various fee discounts; refer to Plus Rewards Discounts below. Notifications Customers receive e-mail and/or SMS notifications: Confirming their transaction is sent, picked up or put on hold; refer to Customer Profiles and Notifications for details, Showing a reward status, Detailing program updates, Containing personalized offers. Note: customers can update their own notifications and marketing preferences. Premier Status Premier status is available to members who complete 5 transactions within a current calendar year. It expires by the end of the next calendar year. Premier status guarantees: Personalized cards to US customers and discount start/end date communication to all customers, Below rewards to US customers. Reward Description Sweepstakes Customers get an automatic entry into monthly sweepstakes. Prioritized Call Treatment Calls are routed to a designated team. Additional Promotions Marketing, birthday messages, etc. MGO Representatives only: do not confuse Loyalty Premier status with Admin Premier status as they differ from each other.

Transaction History Once they register online, customers can view a history of their transactions by using their Loyalty ID. No previous history is loaded into the current database. Go to Top

Plus Rewards Discounts Below table describes available discounts under the program; they cannot be combined with each other.

Eligible Countries Discount Description Select European countries covered by Upgraded Program Scheme 50% off the fee New member automatically earns this welcome discount after sending their first transaction; it applies to their second transaction and is valid for 60 days. 30% off the fee Existing member automatically earns this discount on their every third transaction; it is valid for 60 days. All the remaining countries 20% off fee New member automatically earns this welcome discount after sending their first transaction; it applies to their second transaction and is valid for 60 days. 40% off fee Existing member automatically earns this discount after sending five transactions within one calendar year; it applies to their sixth transaction and is valid for 90 days. Go to Top

Birthday Promo Code Currently this type of promo code is only available to Premier members in the US who are notified of it via e-mail (SMS notifications will follow in the future). Code is only active during the customer's birthday month and expires by the end of its last day.

Agents at walk-in locations have to manually enter the code into their POEs, as it will not automatically show up. In case the code does not work and the customer calls in, you should check the code expiration date in the Plus Rewards history on the customer's profile in Salesforce; refer to Procedure below. Go to Top

Processes Customer Rewards Verification Customer Profile Details and Appeasement (MGO Representatives only) Looking up Plus Rewards Discount on Website Cancelling MoneyGram Plus Rewards Membership/Card Opening SRC Ticket for Membership/Card Cancellation (Supervisors only)

Prerequisites When you are... Then... Non-MGO Representative Locate a transaction, if applicable; refer to Transaction Search. Complete Transaction Verification and Research, if applicable. Complete Customer Profile Process. Open a new Consumer Support case as below; refer to Opening Consumer Support Case. Case Reason: General Assistance and Comments Case Sub-Reason: Loyalty Program MGO Representative Complete Call Structure Flow. Open a new Consumer Support case as below. Case Reason: General Assistance and Comments Case Sub-Reason: Loyalty Program Subject: Plus Rewards Go to Top

Important When the customer's name on their Salesforce profile... Then... Does not match their Plus Rewards profile and Plus Rewards data is the correct one They might not be able to transact; proceed based on your role. When you are... Then... Non-MGO Representative Amend the customer's name in Salesforce so it exactly matches their Plus Rewards profile; refer to Editing Customer Profile. MGO Representative Complete Website/Native App Troubleshooting, MoneyGram Plus Rewards Troubleshooting section. Matches their Plus Rewards profile but there is still an error Proceed based on your role. When you are... Then... Non-MGO Representative Transfer the call/case to MGO GEN for basic troubleshooting; refer to Call and Case Transfer. MGO Representative Complete Website/Native App Troubleshooting. Go to Top Customer Rewards Verification You can confirm a customer's enrollment in MoneyGram Plus Rewards Program and look up earned rewards.

Complete the below process to review customer rewards and assist with earned, but missing ones. From Salesforce, customer profile: Stage Description 1 Click on the Loyalty tab to review the existing information.

Refer to Customer Profile Fields for description of each field. 2 Review the Enrollment Date field to ensure the customer is a recent MoneyGram Plus Rewards Member. 3 Look at the Rewards section to check if the rewards have already been granted to the customer and proceed as per below table.

Welcome reward (discount) will appear in the Rewards section if it did not expire or was not already used. Available rewards will appear in the Rewards section along with their status, expiration dates, etc. When the rewards...

Then...

Appear in the Rewards section

Check the reward status and whether the rewards were already used or expired. Advise the customer that the rewards appear on their account and they are available, were already used or expired, as applicable (based on the status). Proceed to the next stage. Do not appear in the Rewards section

Proceed to the next stage.

4 Proceed based on the welcome reward eligibility; refer to Plus Rewards Discounts above.

When the reward...

Then...

Expired or was used

Advise the customer accordingly and explain that only one welcome discount is available per member. Proceed to the next stage. Was not used

Advise the customer that the 20% or 50% (as applicable) discount is available to them; however, using a promo code or another reward on the 2nd transaction will result in the discount being automatically moved to the 3rd one, as rewards cannot be combined with other offers. Proceed to the next stage. Does not display Non-MGO Representatives: transfer the call and case to MT_Escalations; refer to Call and Case Transfer. MGO Representatives: complete Customer Profile Details and Appeasement below. 5 Review the Loyalty Transactions section to determine if the customer is eligible for the 30% or 40% (as applicable) reward and proceed as per below grid; refer to Plus Rewards Discounts above.

When the customer sends from... Then...

One of the European countries covered by Upgraded Program Scheme When the number of send transactions is... Then advise them that... Less than 2 after enrolling to the program or redeeming the previous 30% reward They need to transact with MGI 2 times in any given time to be eligible for the 30% reward that applies to their every third transaction. Equal to 2 after enrolling to the program or redeeming the previous 30% reward They are eligible for a discount, however using a promo code or another reward on the 3rd transaction will result in the discount being automatically moved to the 4th one, as rewards cannot be combined with other offers. Any other country When the number of send transactions is... Then advise them that... Less than 5 They need to transact with MGI 5 times within the current calendar year to be eligible for the 40% reward. Equal to or greater than 5 They are eligible for a discount, however using a promo code or another reward on the 6th transaction will result in the discount being automatically moved to the 7th one, as rewards cannot be combined with other offers. 6 Proceed based on whether the customer should have earned the reward as per above assessment.

When the customer...

Then...

Earned the reward but it does not display on the screen

Non-MGO Representatives: transfer the call and case to MT_Escalations; refer to Call and Case Transfer. MGO Representatives: complete Customer Profile Details and Appeasement below. Did not earn the reward

Explain to the customer why they did not earn the reward; refer to the previous step for details. Close the case; refer to Closing Case. Earned the reward and it displays under the Loyalty tab, Rewards section Advise the customer that the reward is available and will apply to their next transaction. Provide them with the reward expiration date. Close the case; refer to Closing Case. End of process

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Customer Profile Details and Appeasement (MGO Representatives only) MGO Representatives only: follow the below steps to assist a MoneyGram Plus Rewards Program customer who wants to check their profile details and/or reclaim a loyalty discount that should have been granted to them.

From Salesforce: Step Action 1

Proceed based on the customer's request.

If the customer wants to... Then... Check their profile details Go to the customer profile/Loyalty tab, review the information and confirm the profile details to the customer; refer to Release of Information. End of procedure Reclaim an earned reward

Proceed to the next step.

2 Go to the opened case, expand the menu at the top right and select the Issue Appeasement button. 3 From the Issue an Appeasement drop-down list, select a discount that the customer earned but did not receive; refer to Customer Rewards Verification and Plus Rewards Discounts above. 4 Select a valid appeasement reason. 5 Click Finish. 6 Return to the customer profile/Loyalty tab and check if the discount appears in the Rewards section. 7 Advise the caller that the reward will apply next time they transact with MGI. 8 Add case notes describing the actions taken; refer to Case Comments. 9 Close the case; refer to Closing Case. End of procedure Go to Top

Looking up Plus Rewards Discount on Website Loyalty Program includes transactions sent online and from store locations, and the same rules apply to both. When the customer... Then... Is eligible for and applies a loyalty discount They will not be able to add a promo code. Adds a promo code to the Transaction Information page Loyalty discount will not apply. Summary screen will display a discount (amount) applied on the transaction. Use the below grid to assist a customer in looking up the Plus Rewards Discount information on their website profile. Description

Screenshot

Customer will see the Plus Rewards Discount information on the Cost Summary page.

In case the customer enters the promo code in the Enter a Promo/Coupon Code field and hits the Apply button, message will display, informing them that their Plus Rewards discount was removed and promotional code was applied. If they want to reapply their Plus Rewards discount, they should hit the Remove button.

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Cancelling MoneyGram Plus Rewards Membership/Card From a customer profile in Salesforce, click on the Loyalty tab and ensure that the MoneyGram Plus Rewards account information displays for the customer. Note: card cancellation process only applies to UK PO. When the Loyalty tab...

Then...

Displays active member information

Add the case subject based on the scenario. When... Then enter the following in the case subject... Non-UK PO customer requests to cancel Plus Rewards Membership only Customer Requests to Cancel Membership with MG Plus Rewards Program UK PO customer requests to cancel Plus Rewards Membership Customer Requests to Cancel Membership and UK PO Card with MG Plus Rewards Program UK PO customer requests to cancel Plus card only Customer Requests to Cancel UK PO Card with MG Plus Rewards Program Advise the customer that you are placing the membership (and/or card in case of UK PO) cancellation request and it can take a few day to process. Assign the case to your supervisor and let them know that the customer requests the membership (or card in case of UK PO) cancellation, and the case is in the supervisor's queue. Does not display an active member information nor any other related information

Advise the customer they are not MoneyGram Plus Rewards Member. Close the case; refer to Closing Case. Go to Top

Opening SRC Ticket for Membership/Card Cancellation (Supervisors only) Supervisors only: follow the below steps to request the cancellation via SRC ticket.

Note: card cancellation procedure only applies to UK PO. Step

Action

Locate the case in Salesforce.

Open an SRC ticket requesting to delete MoneyGram Plus Rewards profile (and/or card in case of UK PO) and include the following:

Case number: [case number] MG Plus No: [MG Plus number] Customer's name: Opt the customer out of marketing 3

Add the following to the case notes: The request to delete the information was submitted to SRC Ticket # [src ticket number]; refer to Case Comments.

Close the case; refer to Closing Case.