Payment Discrepancy

Overview Payment Discrepancy (PD) scenario occurs whenever a transaction shows as received in the system, but the caller reports that the funds were not paid out to the intended receiver.

Exceptions Important: refer to Opening Complaint Case, Important section for guidelines/exceptions on opening Complaint cases for different types of customers.

When the transaction is in a REC status and:

Any of the below exception scenarios applies.

• Receiver/receive agent calling on behalf of receiver makes a complaint related to E-transfer (only when the receiver already opted for E-transfer), FastSend, Stellar, Coinme, G-Coin or refund transaction.
• Receiver/receive agent calling on behalf of receiver makes a complaint and receiver is from New Zealand or Indonesia.

Refer to Opening Complaint Case, Important section for more details.

Then complete the below process.

When the transaction is in a REC status and: Receive agent is OFAC-restricted and/or funds were received in an OFAC country, and the Fund Status field in Salesforce displays SEIZED

Then, Do not complete the below process, but instead review the transaction notes and proceed accordingly.

• If there are no transaction notes, transfer the call/case to T2_Holds; refer to Call and Case Transfer.

When the transaction is in a REC status and It is escheated, Complete Escheated Transaction.

When the transaction is in a REC status and Receiver/receive agent on behalf of receiver calls and none of the above exception scenarios applies, then Complete Reversals.

Prerequisites

• Make sure you talk with the correct party (sender/receiver/agent) based on the scenario; refer to Opening Complaint Case, Important section.
• Complete Transaction Verification and Research.
• Complete Customer Profile Process.
• Complete Agent Verification, if applicable.

Payment Discrepancy Process Complete the below process to address a PD inquiry.

1 Note: this stage only applies to transactions in a REC status received at CVS. Review the transaction notes and case history, and proceed based on whether the transaction has a Partner Servicing Reversal case attached.

2 Ask the caller when the sender last spoke with the receiver, compare the date to the transaction received date in the system and proceed as per below grid; refer to Viewing Transaction Details by Field.

Skip this stage if you are talking with the receiver/receive agent.

3 Open Data Collection and Note Creator Tool, select the correct section based on the complaint type and populate the form to generate the notes.

4 Proceed based on the caller type.

5 Educate the caller as below.

• Sending to an unknown person may result in the receiver taking advantage of the sender.
• Transaction can only be received by a person in possession of the transaction Reference Number, whose name was provided by the sender on the transaction and who carries an identifiable legal document (ID) needed to pick up the funds.
• Reference Number and transaction details should never be shared with any third party to prevent the transaction from being compromised.

6 Ask the caller the below probing questions to determine whether the sender may have been defrauded, and document the answers in the case description.

• What is the purpose of the transaction?
• Does the sender know the receiver in person?
• What is the relationship between the sender and receiver?

7 Based on the caller's answers, determine whether the sender's activity appears to be unusual and/or they may be a fraud victim, and proceed as per below grid. Note: when speaking with the send agent who is unsure of any unusual activity, advise them to have the sender call MGI.

8 Proceed based on whether the caller is convinced that the sender is a fraud victim after you provided the above explanation.

9 Open a Complaint case as below and provide the resolution time-frame based on the transaction corridor; refer to Opening Complaint Case.

• Case Reason: Complaint
• Case Sub-Reason: PD Funds not Available for Receiver

10 Proceed based on whether the transaction corridor is a regulated one.

11 Advise the caller as below.

• MGI will open a complaint to start the investigation and in order to expedite it, we need the receiver to send to customerservice@moneygram.com a scanned/photographed legal photo ID used to receive the transaction, and a signed statement of the situation containing all the required details (refer to the Important section below).
• They should include the Complaint case number (provide this number to them) in the e-mail subject.
• Despite opening a complaint and investigation, we strongly advise that the intended receiver returns to the receive location where they initially attempted to pick up the funds, to rule out potential technical issues and have them call from this location.

Important: statement of the situation should include the below information.

• Brief explanation of the situation (e.g. what happened, why the funds were not paid out to the intended receiver at the agent location)
• Where the receiver went to pick up the funds (agent's name and address)
• Date and time of the receive attempt