Reversals

Potential Reversals scenario is used to describe a situation when the transaction shows as received in the system, but funds were not paid out to the receiver due to any of the below reasons.

• Agent had technical/printer issues.
• There was an issue with the receiver identification (e.g. agent incorrectly entered ID details).
• Customer reported a misspelled name after the agent finalized the receive.
• Agent realized they received a wrong transaction after finalizing the receive.
• Customer received a money order, but wants to go to a location that will payout fully in cash (encashment).
• Refunded transaction is in a REC status and the receiver (sender of the original transaction) claims they did not collect a refund.

Important: you are required to determine whether a transaction status can be reversed or case should be investigated further by Complaints Team.

Prerequisites

• Refer to Opening Complaint Case, Important section for exceptions on handling receivers/receive agents calling on behalf of receivers.
• Complete Transaction Verification and Research.
• Complete Customer Profile Process.
• Complete Agent Verification, if applicable.
  • Exception for CVS and Walmart: do not verify an agent, but instead transfer the call/case to T2_MT_Escalations; refer to Call and Case Transfer.
• Open a new case as below; refer to Opening Case.
  • Case Reason: Transaction Assistance
  • Case Sub-Reason: Transaction Reversal

Important: always go through transaction notes carefully to assess the request validity in order to prevent any unusual consumer activity; refer to Unusual Consumer Activity.

Potential Reversal Process Complete the below process to address a potential reversal inquiry from the receiver/receive agent.

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 Identify the send agent and proceed as per below grid.

3 Determine the caller type and proceed as per below grid.

4 Ask them where they attempted to pick up the funds and compare it with the receive location appearing on the transaction:

• Business name,
• City,
• State (if applicable).

Important: do not release the receive location to the caller.

5 Proceed based on whether the caller was able to confirm the receive location.

6 Proceed based on whether the receiver has already visited the receive location to request that the receive agent calls MGI.

7 Proceed based on the caller's choice.

When the caller chooses to Return to the receive location, then:

• Advise them to proceed and educate that after MGI confirms whether the agent paid out the transaction or encountered any technical issues, we will respond accordingly.
• Open and close a Consumer Support case; refer to Opening and Closing Case.

When the caller chooses to Open a complaint, then:

• Advise them to have the sender contact MGI to open a Complaint case.
• Open and close a Consumer Support case; refer to Opening and Closing Case.