Fraud Case - Transaction Received

Overview

Complaint case indicates and records a fraudulent scenario where the related transaction is in a REC status.

• MGO Representatives: check for any unusual scenarios/indicators before proceeding; refer to RRR.
• Non-MGO Representatives and Transaction Specialists: do not proceed with the below process, but instead complete Unusual Consumer Activity in the below scenarios. a. You suspect consumer fraud but the customer denies or rejects it. b. Agent reports an unusual consumer activity. c. Customer reports that their identifier/identity/account was used by a third party without their authorization.

Important: you are required to complete the below process even if a customer: a. Does not want to make a complaint but instead reports fraud, or b. Disconnected the call, but managed to provide Reference Number and report that they were scammed.

Prerequisites

1. Empathize with a caller. 2.a. Non-MGO Representatives and Transaction Specialists: complete Transaction Verification and Research. 2.b. MGO Representatives: complete Call Structure Flow.

When the sender Provides Reference Number, then Proceed to the next steps. When the sender Does not provide/remember Reference Number, then:

• Attempt to search for a transaction by asking for the below information; refer to Transaction Search. a. Sender's phone number b. Sender's and receiver's name
• Do not release Reference Number.
• Proceed to the next steps. Note: when you are unable to locate the transaction or sender is unable to provide the above information, advise them to obtain the details and call MGI back.

Determine if this is the first time a caller is reporting the issue by reviewing transaction notes and case history under the Money Transfer Details tab.

When this is the customer's First-time call, then Proceed to the next steps. When this is the customer's Second or consecutive call and the fraud case is already in Salesforce, then:

• Empathize with the caller.

• Locate the existing fraud case in Salesforce (look at the bottom of the Consumer's Profile tab).

• Add case comments to the existing case, stating that the customer called back; refer to Case Comments.

• Do not open another case.

• Non-MGO Representatives and Transaction Specialists: complete Customer Profile Process.

• Ensure a correct e-mail address is associated with the customer profile; explain to the caller that an e-mail address is required to deliver a complaint resolution as soon as possible; otherwise, MGI will mail pertinent documentation to them via postal service, resulting in a significant delay.

Procedure Follow the below steps to open a case for the defrauded customer. From Salesforce, customer profile, Details tab:

1

Click the New Complaint and Fraud Case button.

2

Edit the case as below. Case Reason: Fraud Sub-Reason: select a fraud type, as appropriate; scroll down to the Fraud Case Reason field and all the listed sub-reasons to help you select the correct one. Non-MGO Representatives: refer to Case Reasons and Sub-Reasons. MGO Representatives: refer to Case Taxonomy. 3 Select the caller/requestor (who is calling). 4 Select the product. 5 Select the send and and receive country from the corresponding drop-down lists, based on the transaction information. 6 Ensure that the Delivery Option field is populated correctly. 7 Select the receive partner based on the transaction details. 8

Enter the case subject and description as below.

Subject: provide a short summary of the fraud case (brief description similar to an e-mail). Description: open Data Collection and Note Creator Tool and select the correct section based on a complaint type, to prepare the notes. Note: do not list Reference Numbers in the case description; instead, add each Reference Number by repeating Steps 16 - 21 below.

9 After collecting all the required information, copy the notes from Data Collection and Note Creator Tool, and paste them to the case description and transaction notes with all the relevant details. 10

Read the disclaimer next to the Fraud Required Message field. 11

Select Yes or No from the Permission to Share Fraud Details drop-down list, as per customer's response. 12 Scroll down to the QA-Case Response tab and select the customer's preferred language from the drop-down list. Note: typically a customer's preferred language is the language they actually speak.

13

Save the case. 14

Click on the case number in the green bubble as soon as it pops up; otherwise, you will have to navigate to the Cases page to locate the case. 15

Attach the transaction(s) to the case by following the next steps; refer to Video Tutorial below. Important: transaction must always be attached to a consumer fraud case.

16

Click the Complaint / Fraud Transactions tab.

Create Complaint / Fraud Transaction flow will launch. 17

Enter Reference Number and transaction send date. Notes

Reference Number and transaction send date are required. Transaction send date must be in the following format: MM/DD/YYYY. 18 Click Next. 19

Select the correct transaction from the drop-down list. Note: empty list indicates that the system did not find any transaction based on the criteria you entered; you will not be able to assign the case to the Complaints queue without the correct Reference Number and send date.

20

Click Next.

Message will appear stating that the transaction has been successfully associated with the Complaint case. 21 Click the Finish button. System will return to the Complaint/Fraud Transactions tab, listing the transactions. 22

Does the customer have more transactions to attach to the case?

If the customer Has more transactions to attach to the case, then: a. Navigate to the case Details tab. b. Click the Create Clone Case button on the top-right of the case. c. Answer Yes to the following question: Are you sure you want to clone the case? d. Click on the pop-up link to open the cloned case. e. Repeat Steps 16 - 21 to add another transaction. f. Proceed to the next step. Important: for cloned cases, remember to complete the next steps for each of them.

If the customer Does not have more transactions to attach to the case, then proceed to the next steps. 23

Click on the case Details tab. 24

Save the case.

25

Explain to the consumer that:

• MGI will not refund the transaction,
• MGI will create an internal report (do not suggest that MGI will investigate),
• MGI will not pursue the fraudster on their behalf, ​- MGI will gladly assist their local authorities if the investigation is initiated and cooperation is requested. 26 Provide the caller with Victim Resources. 27

Click the Change Owner button at the top right of the screen.

28

Select a queue from the drop-down icon list, type Complaints in the field to the right and press Enter. 29 Click Complaints to select the Complaints queue. 30 Click Submit.

• System will place the case in the Complaints queue and you will no longer be able to make any changes to this case.

Adding Transaction to Case Video Below video shows how to add transactions to a Fraud case in Salesforce Lightning. It runs in a continuous loop.

• If you cannot see the video, refresh your web browser.