POL00448135
POL00448135
CTO2026 July 2023 SECTION 16 Money Transfer Services V4.0
Money Transfer Services - 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 the 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 Se
«From the ‘Home Screen’ scan the barcode on the back of the p
MoneyGram Plus card
«Follow the on-screen prompts and enter all the details as requested
» Confirm the on-screen service information with the 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) ionaypansoucpls
Note: Customers can use the MoneyGram App and bring a QR code into ——
branch on their mobile device. Select ‘Complete Staged Send’ and scan I
the QR code to start the transaction.
MoneyGram Receive Ey a ° :
» 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 customer's 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 five years
«Settle the transaction to ‘Fast Cash’ and pay the customer the
amount shown on 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 five years —
‘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
Operational Training & Development
Delivering Operational Excellence &
Post Office ~ Operational training guide
POL-BSFF-104-0000094
POL00448135
POL00448135
SECTION 16 Money Transfer Services V4.0 CTO2026 July 2023
MoneyGram
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.
7
ID Requirements H
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regardless of the amount.
If you have any suspicions about the ID provided, request alternative ID and/or refuse the transaction I
and call Grapevine. 1
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q Customers are required to produce a valid form of ID for all ‘Send’ and ‘Receive’ MoneyGram transactions
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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 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 who 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.
‘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
Operational Training & Development
Delivering Operational Excellence &
Post Office ~ Operational training guide
POL-BSFF-104-0000094_0001
POL00448135
POL00448135
CTO2026 July 2023 SECTION 16 Money Transfer Services V4.0
Western Union
Western Union Send
Customers can ask to complete a money transfer or complete a
Send form for a Western Union transaction:
«Select ‘Banking’, ‘Money Transfers’, then ‘Western Union
Send’ on Horizon or scan the Send form on the Horizon
Home screen
«When prompted, enter the customer's photographic ID
information
» If the customer has used Western Union before, Horizon will
show you the sender and recipient information
» _ If the customer has not used Western Union before, you
need to follow the on-screen prompts, taking the information
needed from the customer and entering it onto Horizon
» Print the pre-disclosure receipt and ask the customer to
check, sign and return the receipt. Keep the signed pre-
disclosure receipt for five years in branch
» Press 'Settle' and take the payment (cash/debit card)
Please note: a Money Transfer Control Number (MTCN) is
displayed on the Horizon screen and is printed on the customer
receipt. This is the number needed by the recipient to collect the
money transfer.
Western Union Receive
Customers can ask to complete a money transfer or complete a
Receive form for a Western Union transaction:
«Select ‘Banking’, ‘Money Transfers’, then ‘Western Union
Receive’ on Horizon or scan the Receive form on the Horizon
Home screen
» When prompted, enter the customer's photographic ID
information, receive amount and Money Transfer Control
Number (MTCN) to retrieve the transactions details on
Horizon
» Confirm with customer: Sender’s name, approximate amount
to be received and from where the money has been sent
» If the transaction is successful, press ‘Settle’ and print the
customer receipt
* Count the cash and pay to the customer
Please note: The transaction is complete when the receipts have
printed. Never pay out to the customer if the transaction fails to
complete fully.
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I 'n certain circumstances the customer may need to upload their ID onto the Western Union site. They
will need to use the link upload.wu.com before the transaction can be completed.
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‘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
Operational Training & Development
Delivering Operational Excellence &
Post Office ~ Operational training guide
POL-BSFF-104-0000094_0002
POL00448135
POL00448135
SECTION 16 Money Transfer Services V4.0 CTO2026 July 2023
Western Union
Amendments to Send transactions
» Amendments can only be carried out in the same branch the
original transaction was completed
© Only minor amendments can be made to a recipient's name -
you can't change the recipient from one person to another
«A full list of acceptable amendments is available on Horizon
Help
«The customer needs to present you with the original
receipt and the same photographic ID used for the original
transaction
» Scan the barcode on the customer receipt to start the
process
» Follow on-screen prompts to complete the process
Cancellation of Send transactions
As long as the money transfer has not been collected by the
recipient and the original transaction took place in a Post Office,
it can be cancelled by the original customer in any Post Office
branch that offers Western Union:
* Ask the customer for the original receipt
» Scan the barcode and follow the on-screen prompts
«Verify the customer's photographic ID - it needs to be the
same photographic ID used for the original transaction
* Issue the refund to the original payment method. The send
fee may or may not be refunded - find out why on Horizon
Help. The total refund is shown on the Horizon screen
«If the customer paid by debit card, a refund needs to
be made to the same debit card. Please complete the
cancellation on Horizon and call the Branch Support Centre
Please note: Some money transfers are placed on hold when
a customer needs to upload their ID onto the Western Union
website. If the customer wants to cancel a Send transaction
while it’s on hold, they will need to call Western Union first. They
will make the transaction visible on Horizon for you to process
the cancellation.
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‘Ib Requirements
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I Customers are required to produce a valid form of photographic ID for all Send and Receive Wester
1 Union transactions regardless of the amount.
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If you have any suspicions about the ID provided, request alternative ID and/or refuse the transaction
and call Grapevine.
‘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
Operational Training & Development
Delivering Operational Excellence &
Post Office ~ Operational training guide
POL-BSFF-104-0000094_0003