Overview

Customers can access the transaction search feature in Salesforce by going to the Advanced Search menu option and selecting the Money Transfer tab.

Process

Users can search for transactions in Salesforce using one of the below combinations of data; proceed based on the scenario.

a. Reference Number
b. Sender's Phone Number
c. Receiver's First and Last Name
d. Agent ID and Transaction Date
e. Authorization Number (MGO transactions only)
f. Crypto Transaction ID (MGO crypto transactions only)
g. No Transaction Found Procedure

When there is no Reference Number and transaction originated at/on 7-Eleven Australia: 
Advise the caller to call 1300 807 088 and select option 2. (Refer to 7Eleven Australia)

When there is no Reference Number and transaction originated at/on MGO platform (non-MGO Representatives only): 
Refer to Release of Information, Reference Number Release Process section for instructions.
If unsuccessful, transfer to MGO GEN; refer to Call and Case Transfer.
Note: authorization number is 9-digit long and indicates an MGO pre-transaction. 

When there is no Reference Number and transaction originated at/on Other Location: 
Follow one of the below procedures based on the available data.


Transaction Search by Reference Number

Prerequisites
a. You have a transaction Reference Number.
b. In case a caller provides you with the 9 or 10-digit Reference Number, complete Ria/Walmart and Western Union/Walmart-Related Calls.


No Transaction Found Procedure
Follow the below steps if all the above transaction search options returned no results.

1 Proceed based on the caller type.

If the caller is the Sender, then advise them to: 
a. Find their receipt with Reference Number.
b. Return to the original send agent location with a valid ID.
Note: if the customer cannot find Reference Number, refer to Release of Information, Reference Number Release Process section for instructions.

If the caller is the Receiver, then advise them to:
Contact the sender to obtain Reference Number.

2 Open and close the case; refer to Opening and Closing Case.