Customer Service Inquiry

February 26, 2018

Customer Service Inquiry

The Customer Service Inquiry dialog box is used to locate both paid and unpaid money transfers. Unpaid money transfers are retained in the system for forty-five (45) days before being removed. Paid money transfers are retained for four (4) days following payment. Only transactions sent by or paid at your Agent location can be viewed.

This option is used for locating and viewing only.  Money transfers cannot be paid out from the Customer Service Inquiry dialog box.

To process a Customer Service Inquiry

  1. From the Main Menu, click the Tools (F4) button or press the F4 key.

Tools (F4) button

The Tool/Admin Menu 1 of 2 screen appears.

  1. From the Tools Admin Menu 1 of 2, click the Customer Service Inquiry (F5) button on the screen or press the F5 key.

Customer Service Inquiry (F5) button

The Tracking Control dialog box appears.

Tracking Control dialog box

Type in the information of the person who is trying to pull up the transaction.

  1. Type information into one or more of the fields.
  • MTCN Number

  • Sender Telephone number

  • Receiver Name

  • Sender Name

Customer Service

  1. Select one of the following:
  • Click the Search (Enter) button or press the Enter key to begin the search.

  • Click the Back to Tools (Esc) button or press the Esc key to return to the Tools/Admin Menu 1 of 2 screen.

When a match cannot be found, advise the payee the money transfer does not appear in the system.  The consumer should contact the sender and confirm that the money transfer was sent.

When the money transfer is found, but multiple names exist, the Customer Service – Transaction Selection List appears.

Customer Service - Transaction Selection List

The following table describes each column in the Receiver List .

Column

Description

NO

Item number on the list.  Displays ten (10) records. When more exist, either use the Page Up and Page Down keys, or the Up/Down arrow keys to scroll one transaction at a time.  You can also scroll by clicking the scroll bar to the right of the list.

RECEIVER NAME

Displays the receivers name that most closely matches the criteria entered.

SENDER NAME

Displays the senders name that most closely matches the criteria entered.

DATE SENT

Displays the date the transaction was sent.

CURRENCY

Displays currency code of the transaction.

AMOUNT

Displays the amount of the transaction to be paid in the designated currency.

STATUS

Displays the status of the transaction.

Note: When the money transfer is found, and multiple names do not exist, the 2. Transaction Details tab appears.

  1. Do one of the following:
  • Click the  Cancel (Esc) button or press the Esc key to return to the 1. Search tab.

  • Click the transaction from the list, or type the selection number in the Select No: box, then click the  Select (Enter) button or press the Enter key to continue.
    The 2. Transaction Details tab appears.

 The following table describes each field in the 2. Transaction Details tab.

Field

Description

Receiver

Receiver name and information.  Some transactions require additional information based on the amount of the transaction.  If additional receiver information is requested, the Customer Info tab in the Services/Info displays with the required fields.

Expected Payout Location

City and State where the transfer is being paid out.

Sender

Sender name and information.

Originating Agent Information

City and country of the originating agent, and date and time transfer sent.

Financial Summary

Information related to the payout amount.  These fields are filled in automatically and are not editable.

Send Amount

Send Currency

Exchange Rate

Receive Amount

Payout Currency

Total Tax

Payout Amount

Additional Services

Choose from:

  • MTCN (Alt-M) – displays the money transfer tracking and identification number.

  • Retrieval History (Alt-H) – displays specific retrieval information, including date, time, account, etc.

Note: The Receiver Name, Sender Name, Expected Payout Location, Originating Agent Information, and Financial Summary fields are automatically filled in from the Receiver List.

Select one of the following:

Transaction button

To

Back (Esc)

Back (Esc)

Return to the 1. Search tab.

Remote Agent (Alt-G)

Remote Agent          (Alt-G)

Displays the Remote Agent dialog box.

Populate the tracking control information on the customer service inquiry screen

Populate the tracking control information on the customer service inquiry screen.

Transaction List (Alt-T)

Transaction List (Alt-T)

Returns to the transaction list.

When selected, a confirmation message dialog box appears asking if you want to leave without paying.

  • Click the Yes button to return to the transaction list.

  • Click the No button to remain in the 2. Transaction Details tab.

OK (Enter)

OK (Enter)

Displays the 3. Finish tab.

When selected, a confirmation message dialog box appears asking if you want to submit this transaction.

  • Click the Yes button to display the Finish tab.

  • Click the No button to remain in the Transaction Details tab.

When additional information is required, a message box appears requesting Receiver Address data.  Click the OK button.

The Sender / Receiver Information dialog box appears.

Type the information, then select:

  • Click the Cancel (Esc) button or press the Esc key to return to the Transaction Details tab.

  • Click the OK (Enter) button or press the Enter key to continue.