Encashment and Stop Money Order Process

Overview Below encashment process includes scenarios where a consumer, agent or financial institution calls to cash a money transfer money order (MTMO). Important: below process does not apply to retail money orders.

Contents

• Consumer Encashment Procedure
• Agent/Financial Institution Encashment Procedure

Consumer Encashment Procedure Consumer may get MTMO when receiving a money transfer and so may need your help with cashing the item.

Prerequisites

• Ensure you are speaking with a receiver.
• Complete Transaction Verification and Research.
• Complete Customer Profile Process.
• Open a Consumer Support case as below. Refer to Opening Consumer Support Case.
  • Case Reason: Transaction Assistance
  • Case Sub-Reason: Transaction Status Check
  • Subject: Encashment

Procedure Follow the below steps to assist a consumer with cashing MTMO.

1 Advise the receiver they can cash MTMO at their own bank or local cash-checking location. Note: advise the receiver that a cash-checking location charges fees.

2 Determine your next steps based on the receiver's response.

If the receiver Does not have a bank or already visited a check-cashing location, but still needs to cash MTMO, then:

• Advise the customer to go to the original receive agent location and have the agent call MGI.
• Close the case. Refer to Closing Case.

If the receiver Agrees to cash MTMO at their own bank or local cash-checking location, then Close the case. Refer to Closing Case.