Call Flow - Refund

If is not available in the caller panel information, ask for the reference number

*MAY I HAVE THE REFERENCE NUMBER?

Pull up the transaction, and the profile then verify both the sender and receiver

*COULD YOU PLEASE PROVIDE ME THE SENDER'S FULL NAME, AND THE RECEIVER'S NAME
*Could you please provide me your Date of birth?
*How about your Street Address? 

Click on the New Consumer Support Case (inside the transaction)

[Case reason: Transaction Assistance] [Case Sub-Reason: Refund] [Subject: MT Refund]

Click the Refund

Ask Probing question, why they want to refund the transaction.

*Is it okay for you to refund it to the same location the original transaction was sent from?

Choose the refund reason Refund notes leave it blank If same location, check the agent and country restrictions [copy agent address location paste it on the agent locator]