Overview: 
Below encashment process includes scenarios where a consumer, agent or financial institution calls to cash a Money Transfer Money Order (MTMO).  
Important: Below process does not apply to Retail Money Orders. 

Contents: 
1. Consumer Encashment Procedure 
2. Agent/Financial Institution Encashment Procedure 

Consumer Encashment Procedure: 
Consumer may get MTMO when receiving a Money Transfer and so may need your help with cashing the item. 

Pre-requisites: 
1. Ensure you are speaking with the Receiver. 
2. Complete Transaction Verification and Research. 
3. Complete Customer Profile Process. 
4. Open a Consumer Support case as below. Refer to Opening Consumer Support Case. 
    a. Case Reason: Transaction Assistance 
    b. Case Sub-Reason: Transaction Status Check 
    c. Subject: Encashment 

Procedure: 
Follow the steps below to assist the consumer with encashing MTMO. 

1. Advise the receiver that they can encash MTMO at their own bank or local check-cashing locations. 
Note: Advise the receiver that a check-cashing location charges fees. 

2. Determine your next steps based on the Receiver's response. 

If the Receiver does not have a bank or already visited a check-cashing location, but still needs to encash the MTMO, then: 

a. Advise the customer to go to the Original Receive Agent location and have the Agent call MGI. 

b. Close the case. Refer to Closing Case.    

If the Receiver agrees to encash the MTMO at their own bank or local check-encashing location, then close the case. Refer to Closing Case. 


Agent/Financial Institution Encashment Procedure 
Agent or Financial Institution calls to verify MTMO before encashing it for the customer. 

Prerequisites: 
1. Ensure you are speaking with an agent or financial institution representative.
2. Complete Transaction Search to locate the transaction. 
3. Complete Transaction Verification and Research. 

Procedure: 
Follow the steps below to assist an agent or financial institution in verifying MTMO. 

1. Obtain the Reference Number. 

2. Ask for and verify: 
    - Receiver's Name 
    - Amount 
    - Money Order Number (Located in the Payout Details section under the 
       Transaction Details tab in SF.)

3. Verify which agent issued MTMO. 
a. If Money Order was issued by CVS, then: 
    - Do not open a case. 
    - Transfer the call to PP1. Refer to Call and Case Transfer. 
b. Any Other Agent, then: 
    - Open the case. Refer to Opening Case. 
    - Proceed to the next step. 

4. Ask the Agent or Financial Institution to verify the Receiver's valid ID. 

5. From the Payout Details section, provide Agent Check Authorization Number to the Agent. 

6. Close the case. Refer to Closing Case.