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Agent Did Not Collect/Sent Duplicate/Sent Too Much or Too Little

Overview Agent can request a transaction refund due to possible agent transaction issues, including the below. a. Duplicated transactions as a result of system issues or agent's mistake b. Failure to collect funds from the customer before sending the transaction c. Sending more funds than requested by the sender

Note: If an agent requests assistance because they sent less funds than requested by the sender, transfer the call/case to Escalations; refer to Call and Case Transfer.

Important: If there is already a Partner Servicing case opened regarding any of the reported issues, do not complete the below process until the resolution is added to this case, and advise the agent that we are currently researching their case and will contact them within 3 business days.

Prerequisites

  1. Accept an agent's call.
  2. Open a new Consumer Support case as below. a. Case Reason: Transaction Assistance b. Case Sub-Reason: Refund
  3. Complete Transaction Verification and Research.

Process Complete the below process to handle an incorrectly processed transaction. From Salesforce, Case Details tab:

  1. Proceed based on the transaction status: a. AFR (legacy: RF6) - Complete Agent Refund. [End of Process] b. SEN or REC - Proceed to the next stage. c. RF2 - Advise the agent that the funds were returned to their account and they can check their balance, if necessary. [End of Process]

  2. Proceed based on whether the transaction was fully verified: a. Fully Verified - Proceed to the next stage. b. Not fully verified: b.1. Put the transaction on hold; complete Placing Transaction on Hold. b.2. Open a new Partner Servicing case as below. - Case Record Type: Partner Servicing - Case Reason: none - Case Sub-reason: none - Servicing Team: ensure you select a correct one (look at the Servicing Team field under the agent profile) - Subject: Refund to Agent Request - Description: describe the issue and agent's request b.3. Change the case owner to Partner Servicing b.4. Advise the agent we will contact them within 3 business days.

  3. Proceed based on the transaction type:

a. 10 Minutes Service (SEN status only) Process a refund by completing Agent Refund. Note: for the transaction in a REC status, refund is no longer possible as the transaction was already received. [End of Process]

b. Account Deposit b.1. Edit the Consumer Support case that you opened as below. - Case Record Type: Partner Servicing - Case Reason: Transaction - Case Sub-Reason: Re-direct/Refund/Resend Request to Biller - Servicing Team: Servicing Account Deposit - Status: New - Subject: Refund to agent request - Description: copy/paste the below template and fill it in. - Reason: (choose as applicable: not collected, duplicated or wrong amount) - Reference #: - Send date: - Correct amount: if applicable - Not-duplicated reference number: if applicable b.2. Change the case owner to Partner Servicing. b.3. Save the case. b.4. Proceed to the next stage.

c. Express Payment c.1. Edit the Consumer Support case that you opened as below. - Case Record Type: Partner Servicing - Case Reason: Transaction - Case Sub-Reason: Re-direct/Refund/Resend Request to Biller - Servicing Team: EP Biller Servicing - Status: New - Subject: Refund to agent request - Description: copy/paste the below template and fill it in. - Reason: (choose as applicable: not collected, duplicated or wrong amount) - Reference #: - Send date: - Sender information: - Wrong amount: if applicable - Correct amount: - Account #: - Biller: c.2. Change the case owner to Partner Servicing. c.3. Save the case. c.4. Proceed to the next stage.

Note: it is critical to confirm all the transaction details with the consumer and collect the funds before submitting the Account Deposit/ExpressPayment transaction.

  1. Inform the agent it can take up to 30 days to get the reimbursement for the transaction and once it is received, agent's account will be credited.