>>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]