Sender/Send Agent Transaction Amend Procedure

Overview

Amend is a change made by correcting, adding and/or deleting certain data. Amend requirements arise because of incorrect data entered at the point of entry (POE), either due to agent's or representative's typo, inaccuracy of information provided by senders and/or specific POE limitations.

• You cannot process amends on Directed Sends, ExpressPayment and chosen MaaS/BDS transactions; refer to MaaS Partners and Business Disbursement Service.
• Making one swap and minor misspelling correction at the same time is considered a single amend.
• In case of state/province amend requests, refer to Amending State or Province.
• MGO Representatives only: always add notes both in Admin and Salesforce, even if a transaction was declined/cancelled or amend request was denied.
• MGO transactions only: you should handle all amend requests, including MGO recurring payments. Note: Salesforce can only amend a current payment in the recurring payment series; after the amend is processed, all future recurring payments need to be cancelled and setup again with the updated information, and customers are able to do it via their online account; however, if they insist on helping them, call MGO GEN to request assistance without transferring the caller; refer to MGO Recurring Payments (Cancelling Recurring Payments section) for details.
• Whenever at the beginning of a call the caller asks you if they can amend the transaction on their own, you can promote Self Service Portal as long as the requested amend type is possible to be made via portal; refer to the below procedures to check the amend eligibility, and for detailed instructions on promoting and using the portal.

Amend Types Below table lists amend types together with their descriptions and usage rules.

Minor Misspelling

• You can amend a customer's name as long as you determine that the person on the transaction remains the same.
• Due to MGI security requirements, full name changes are not allowed to ensure that an intended receiver remains the same person.
• Refer to Examples of ALLOWABLE and NOT Allowable Minor Misspelling Name Amends below.

Name Swap/Sequence Change Below are acceptable name swaps/switches/sequence changes; be diligent when checking an amend history and verifying if such changes have been processed multiple times.

• Swapping/changing the sequence of names within a sender's name
• Swapping/changing the sequence of names within a receiver's name
• Switching a full sender's name with the receiver's name

Multiple Amend Requests Below are acceptable numbers of name correction/swap requests where there is no MGI mistake involved.

• 1st call to correct/update a name + 2nd call to swap names
• 2 calls to swap names
• 1st call to correct/update and swap names + 2nd call to swap names Note: every request beyond that will result in a refund.

Delivery Option Some receive agents' POEs allow receivers to change their delivery option; amend code will display in the amends history, but you will not be able to complete the amend yourself in Salesforce or Mainframe. Example: transaction is sent with 10 Minutes Service, but the receiver wants to receive to their mobile wallet.

Prerequisites

• Sender/send agent requests a name amend on the transaction.
• Proceed based on your role.
  • Identify a caller as the sender or send agent.
  • Complete Transaction Verification and Research and review the Amend History tab.
  • Complete Customer Profile Process.
  • Complete Agent Verification, if applicable.
  • Open a new case; refer to Opening Consumer Support Case.

Transaction Amend Process Complete the below process to amend a transaction in Salesforce.

From Salesforce, Consumer Support case:

1. Ensure the transaction was attached to the case.
2. Determine the transaction type and proceed as per below grid.
3. Determine if the amend involves the sender's or receiver's name, and proceed as per below grid.
4. Navigate to the Money Transfer Details tab, verify if the Recurrent Payment check box is selected and proceed as per below grid.
5. Determine the names you are amending and if the receiver remains the same, and proceed as per below grid. Note: when the answer is obvious from the conversation context, there is no need to ask the caller again whether the receiver remains the same.
6. Determine the amend request type and history, and proceed as per below grid.
7. Ask the verification questions and proceed based on the scenario. MGO Representatives only: skip stages 7 and 8, and proceed directly to Stage 9.
8. Proceed based on whether the caller was able to verify the information.
9. Click the Amend button again to start a new Amend flow.
10. Proceed based on the amend type you are processing.

Minor Misspelling Procedure Follow the below steps to amend a minor misspelling in the customer's name in Salesforce.

From Salesforce, Amend flow:

1. Select the Minor Misspelling amend type.
2. Update one of the below fields and key-spell, when necessary.

Sender's details: First/Given Name Middle Name Last/Family Name Second Last Name

Receiver's details: First/Given Name Middle Name Last/Family Name Second Last Name

1. Click Next.
2. Visually confirm the accuracy of the amended transaction by verifying the below data.

• Sender's details
• Receiver's details

1. Click Next; successful confirmation message will appear on the screen.
2. Click Next.
3. Educate the caller that their transaction has been successfully amended, and advise that the receiver needs to have a valid ID and the same Reference Number to pick up the money.
4. For US customers only: promote Self Service Portal to the customer, informing that the portal:

• Enables them to 1) amend their receiver's name, 2) cancel their transaction to get a refund and 3) check the transaction status without the need to contact MGI Call Center,
• Can be accessed from the MGO website main page (Help Center link in the top menu), or directly at www.moneygram.com/helpcenter.

Refer to Self Service Portal for more details, if needed. Important

• Do not promote the portal if the customer is in hurry, upset and/or not interested.
• MGO customer should login to their online account to cancel the transaction and get a refund; refer to Cancel by Customer.

1. Close the case; refer to Closing Case.

Name Swap Procedure Follow to below steps to swap names on a transaction in Salesforce.

From Salesforce, Amend flow: 1 Select the Swap Names amend type. 2 Select an option from the Name Swap Type drop-down list. 3 Click Next. 4 From the available options on the screen, select the names you plan to swap. 5 Click Next. 6

Visually confirm the accuracy of the amended transaction by verifying the below data. Sender's details Receiver's details 7 Click Next; successful confirmation message and disclosure note will appear on the screen. 8 Educate the caller that their transaction has been successfully amended, and advise that the receiver needs to have a valid ID and the same Reference Number to pick up the money. 9 For US customers only: promote Self Service Portal to the customer, informing that the portal: Enables them to

1. amend their receiver's name,
2. cancel their transaction to get a refund and
3. check the transaction status without the need to contact MGI Call Center,

Can be accessed from the MGO website main page (Help Center link in the top menu), or directly at www.moneygram.com/helpcenter. Refer to Self Service Portal for more details, if needed. Important Do not promote the portal if the customer is in hurry, upset and/or not interested. MGO customer should login to their online account to cancel the transaction and get a refund; refer to Cancel by Customer. 10 Close the case; refer to Closing Case.

Amend to Single-Name Customer Procedure Follow the below steps to amend a name of the customer who has only one name in Salesforce. From Salesforce, Amend flow: 1 Determine whether you are updating the first or last name, and proceed as per below grid. If the name fields are populated with... If the name fields are populated with...