Account Deposit - Canada

Thunes Overview:

MGI Partner and Service Availability - All banks in Canada (payment processor is Thunes)

Sender Details:

• Sender's first and last name
• Sender's phone number
• Other, subject to local rules and regulations

Receiver Details:

• Receiver's first and last name
• Receiver's bank name
• Receiver's account number

Send Country Availability - Refer to Account Deposit Active Send Markets

Transaction Limits - Standard, subject to local market regulations and settings Note: Refer to Country Page - Canada for the general country restrictions.

Payout Currency - Canadian dollar (CAD)

E-Transfer Overview: MGI Partner - E-Transfer Royal Bank of Canada

General Information:

• Service is available as one of the payout instruments at Canada Post locations; refer to Canada Post.
• Once at the location, receiver of the original 10 Minutes transaction has the option (opts in) to transfer an entire amount to their own account; they will ten appear as the sender and receiver of the E-transfer transaction.
• Once E-transfer transaction is received, status of the original transaction will change to REC.
• To find an E-Transfer transaction in Salesforce, search using the Receiver's Phone Number option.
• Sometimes Canada Post may appear under a different agent's name; to verify if a specific store is the Canada Post location, check Agent Locator for the store full DBA; refer to Agent Locator.

Receive Process:

1. E-mail notification is sent to a receiver with the link and steps to follow to accept a new transfer to their account.
2. Receiver is prompted to enter the response to the security question; if they provide an incorrect response 3 times, transaction will be rejected.

• If the rejected transaction status does not change automatically to RF6 10 minutes later and customer calls in, complete Problem Solving below.

1. Receiver is required to confirm the amount, select the financial institution and provide an appropriate data (including new Reference Number) to deposit the funds into the account.

• They are able to either accept or reject the transaction.

If the receiver does not respond to the e-mail within 30 days, transaction will be rejected due to expiration.

Receiver Details:

• Receiver's first and last name
• Receiver's province
• Receiver's e-mail address
• Receiver's account number (receiver's e-mail address)

Receiver must have a bank account with the Canadian bank or Credit Union that is a member of Canadian Interac Network; refer to Full Member List.

Ineligible accounts: minor accounts (under 18), business accounts, non-CAD currency accounts, closed/cancelled accounts.

Send Country Availability - Refer to Account Deposit Active Send Markets.

Transaction Limits - CAD equivalent of 8,000.00 USD per transaction, subject to local market regulations and settings. Note: Refer to Country Page - Canada for the general country restrictions.

Payout Currency - Canadian dollar (CAD)

Problem Solving:

• Refer to Directed Sends - Problem Solving and Canada Post for any other issues not listed below.

Note: you can release E-Transfer Reference Number after a successful verification of the original Reference Number (refer to Transaction Verification and Research), however make sure that E-Transfer Reference Number belongs to the transaction you verified (new transaction send date should match the original transaction receive date).

Proceed based on the scenario:

When the Transaction was rejected and is in an RF6 status - Process a refund to the sender (who is the receiver of the original E-transfer transaction); complete Sender Refund.

When:

• Transaction was rejected but its status did not change to RF6
• Customer did not receive an e-mail notification within Interac operating hours (Mon - Sat, 5:00 AM - 10:00 PM CST, excluding Canadian holidays) then:

Advise the customer to check their spam box; if they are still unable to find/locate the related e-mail correspondence, verify their e-mail address in the RRN application by using the transaction RRN number; refer to Working with RRN.

• Open a Deposit Delay-related Directed Sends Inquiry case as below; refer to Directed Sends - Problem Solving.
  • Case Reason: Transaction Assistance
  • Sub-Reason: Transaction Status Check
  • Receive Partner: E-Transfer
  • Subject:
    • E-Transfer Wrong E-mail if the e-mail address in the RRN app is incorrect
    • E-Transfer Refund for all other scenarios
  • Queue: TRA Escalations

Note: if the customer states they would like to file a complaint, complete Opening Complaint Case.

When the customer indicates that the original transaction is in a REC status, but no receipt with the new E-Transfer Reference Number printed and you are unable to locate the E-Transfer transaction, then:

Open a new Payment Discrepancy-related Complaint case; refer to Opening Complaint Case.