MISC2026 Dec 2020 1
MoneyGram
MoneyGram Send
Confirm the customer has the relevant ID before starting the transaction
From the ‘Home Screen’ scan the barcode on the top of the form
Follow the on-screen prompts and enter all details as requested
Confirm the on-screen service information with customer and press
‘Enter’
Print the pre-disclosure receipt and ask the customer to check, sign
and return the receipt (keep the signed pre-disclosure receipt)
Press ‘Settle’ and take the payment (cash/debit card)
MoneyGram Plus
Confirm the customer has the relevant ID before starting the transaction
From the ‘Home Screen’ scan the barcode on the back of the
MoneyGram Plus card
Follow the on-screen prompts and enter all the details as requested
Confirm the on-screen service information with customer and press
‘Enter’
Print the pre-disclosure receipt and ask the customer to check, sign
and return the receipt (keep the signed pre-disclosure receipt)
Press ‘Settle’ and take the payment (cash/debit card)
Note: Customers can use the MoneyGram App and bring a QR
code into branch on their mobile device . Select ‘Complete
Staged Send’ and scan the QR code to start the transaction.
MoneyGram Receive
From the ‘Home Screen’ scan the barcode from the top of the form
and follow the Horizon screen prompts, entering the reference
number they have provided on their form
Check the customers appropriate photographic ID
The first receipt printed by the system is for the customer to check
and sign, to confirm that the transaction details are as they
expected. This receipt should be kept in branch for 5 years.
Settle the transaction to ‘Fast Cash’ and pay the customer the
amount from the Horizon screen
When the transaction is complete Horizon will print two receipts.
Staple the customer copy to the MoneyGram Receive form and
hand it to the customer. The branch copy should be stapled to the
signed receipt and kept in branch for 5 years
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Section 16 MoneyGram V1.1
Operational Training & Development
Delivering Operational Excellence
The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document
to any third-party not working on behalf of Post Office and for the purpose intended, is not permitted
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Section 16 MoneyGram V1.1 2 MISC2026 Dec 2020
MoneyGram continued
MoneyGram Receive continued
Note: The receipts always verify whether the payment can be made to the
customer or if it has been declined. Always double check that the transaction
has not been declined, look for the amount due to customer in the Horizon
basket before you handover any money.
H ID Requirements
' Customers are required to produce a valid form of ID for all ‘Send’!
MoneyGram cancellations and refunds
How to process a MoneyGram cancellation
transaction
+ Take the original send receipt and the customer ID
+ From the ‘Home Screen’ select ‘MoneyGram’,
then ‘Cancel & Refund Send"
+ Follow the on-screen prompts
+ Enter the 'MoneyGram Reference Number’
+ Select the ‘Reason for cancellation’
+ — Settle transaction to ‘Cash’
This will cancel and remove the transaction from the
system.
Note: It is not possible to cancel a MoneyGram transaction that was sent to a bank account or mobile wallet and
Horizon Online will not allow this refund. So don't return any cash to the customer, advise them to contact
MoneyGram.
Card Payment Refunds:
When you cancel a MoneyGram Send transaction the Horizon basket will show the transaction as zero. Contact the
Branch Support Centre on f ho will arrange for the refund to the original card and advise you of the
next steps.
Please be aware that all transactions paid for by card need to be refunded back to the original card. Please make the
customer aware that a refund to a card can take up to 10 working days to show back in their account.
Operational Training & Development
Delivering Operational Excellence
The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document
to any third-party not working on behalf of Post Office and for the purpose intended, is not permitted