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.