Placing Transaction on Hold

Overview

To identify potential fraud, you should ask a sender probing questions about the transaction purpose and their relationship with the counterparty; refer to Consumer Fraud, Probing Questions section. Based on their answers, you should then refund the transaction or allow it to be sent.

However, you still need to ask those questions when speaking with a receiver or third party, and then document their replies in the case description and request Transaction Specialist to place the transaction on hold until MGI speaks with the sender.

Process

Complete the below process by following all the listed procedures in a preset order.

• Note: if you entered this article while following another procedure/process and you already completed any of the below listed procedures, you do not need to complete them again (consider them as completed).

1. Complete Transaction Search.
2. Complete Transaction Verification and Research.
3. Complete Customer Profile Process.
4. Complete Unusual Consumer Activity.
5. Open a new Consumer Support case as below; refer to Opening Consumer Support Case.

• Case Reason: Transaction on Hold Assistance
• Case Sub-Reason: Other Hold Types

1. Warm Transfer the call/case to T2_Holds and request Holds Representative to place the transaction on hold; refer to Call and Case Transfer.

• Note: in case the caller disconnects before you are able to make Warm Transfer, contact the T2_Holds skill directly asking them to place the transaction on hold.