Special Agent - UK Post Office (UK Post Office)

Contents: General Information Cash to Account Service Process Debit Card Refund Problem Solving Assisting Agent with Cancel/Refund Timeout Issues or System Failure Errors at Time of Receive

General Information UK PO branches currently offer money transfer services from two providers: MoneyGram and Western Union.

Transactability: Send and Receive Transaction Limits: 5,000.00 GBP per transaction, subject to local market regulations and settings.

Send Options:

• Cash at Location/Debit Card
• Cash to Account (refer to Cash to Account Service below)

Payout Options:

• Cash
• Bank Account (refer to the Other section below for more details)

Restrictions:

1. Senders and receivers must be at least 18 years old to transact.
2. ID is required on all send and receive transactions; refer to Country Page - UK.
   • If the system prompts for ID, refer to Compliance Required Data for instructions.
   • If a customer is sending/receiving 800.00 GBP or more, they are required to upload a valid ID they used during the transaction, to id.moneygram.com; transaction will go and remain on hold until ID is uploaded (refer to ID Scan for details).
3. Reference Number is required on all receive transactions.
4. Before send transactions are processed, Pre-Disclosure Agreement is printed for customers to review and confirm the details.
5. Delayed Receives are available to Zimbabwe (24-hour Service) and Jamaica (Overnight Service Collection after 7.00 AM local time).

Refunds and Reversals:

• Agent processes on their own POS.
• In case of issues, MGI will assist them; refer to Process below.

Amends: MGI processes; refer to standard procedures.

Problem Solving:

• Refer to the below process/procedures.
• In case of fraud concerns related to a transaction sent from UK PO, transfer the call/case to T2_MT_Escalations; refer to Call and Case Transfer.

Other:

• New customers signing up for MG Plus Rewards via UK PO will automatically receive a digital card; refer to MoneyGram Plus Rewards Program.
• UK PO does not always know their 6-digit agent ID.
• Receivers at UK PO have an option to deposit 10 Minutes transactions directly to their bank account; this is a separate service so in case of any issues, you should report them to the specific UK PO agent who received the transaction.

Process Complete the below process to assist an agent/customer with their UK PO inquiry.

1. Proceed based on whether the caller has Reference Number:
   • When the Caller has a Reference Number, proceed to the next stage.
   • When the Caller does not have a Reference Number: a. Complete Agent Verification, as applicable. b. Open a new case; refer to Opening Case. c. Transfer the call/case to T2_MT_Escalations.
2. Complete Transaction Verification and Research.
3. Complete Agent Verification, as applicable.
4. Complete Customer Profile Process.
5. Open a new case; refer to Opening Case.
6. Determine the request type and proceed accordingly: 6.a. Refund Note: Below process applies to customers who paid either by cash or debit card; do not complete it if the transaction has expired, but instead transfer the call/case to T2_MT_Escalations.

Refer to Debit Card Refund Problem Solving for additional information on debit card refunds.

Proceed based on who is calling: 6.a. Refund When the Caller is the Sender, ask the caller if they are going to the original UK PO location and have the original send receipt, and proceed based on their answer.

• When the answer is Yes to Both Points, advise them to get a refund at the original UK PO location.
• When the answer is No to Either Points, transfer the call/case to T2_MT_Escalations for a refund.

When the caller is the Original Send Agent, advise the agent to process a refund/cancellation in their own system; refer to Assisting Agents with Cancels and Refunds below, if needed. If they claim they are unable to process it, transfer the call/case to T2_MT_Escalations.

When the Caller is a Non-Original Send Agent, transfer the call/case to T2_MT_Escalations for a refund.

6.b. Amend - Follow the standard procedures. 6.c. Reversal - Ask the agent to process the reversal in their own system. In case of any issues, transfer the call/case to T2_MT_Escalations.

Debit Card Refund Problem Solving

Follow the below guidelines to advise a caller with various debit card refund inquiries. Note: if a customer has any further questions, direct them to their original UK PO location as MGI has no control over agent refunds.

When the Caller wants to know when the refund will reflect on their debit card, Advise them that the funds will be refunded to their debit card within 10 business days.

When the Agent inquires about a debit card refund and the 10 business days time-frame has already passed, Advise them to contact their Business Support Center as they need to check if the transaction has already been added to GlobalPay or not; for any other issues, advise them to contact their respective Main Office as MGI is not responsible for UK PO debit card refunds.

When the Sender inquires about a debit card refund processed by the agent and the 10 business days time-frame has already passed, refer them back to the UK PO branch where they made the cancellation; branch will then contact their call center (BSC) on customer's behalf and have the case opened.