Directed Sends

For which of the below queries you are required to add Deposit Message & Date field in the complaint/inquiry case description?

• -      Wrong Account Number

• -      Wrong Amount

• -      Deposit Delay

• -      Suspected Fraud

Answer explanation

Copy the contents of the Deposit Message & Date field for Deposit Delay complaints and Inquiries only.

Where from do you edit/copy the case description for a “Consumer Fraud Indicators” Directed send transaction?

• -      Data Collection and Note Creator Tool

• -      Compliance Referral Form number

• -      Description Template in article

• -      Description Template and Data Collection and Note Creator Tool

Answer explanation

- Description Template: Please, assist with refunding this transaction(s) due to consumer fraud or admitting to consumer fraud red flags (depending on the scenario)

- Notes from Data Collection and Note Creator Tool

You can open a DS complaint/Inquiry when the chatter is:

• -      Sender

• -      Send agent

• -      Receiver

What type of case do you need to open when a DS transaction corridor is US to US (Domestic)?

• -      Directed Sends Inquiries

• -      Directed Sends Complaint

• -      Partner Servicing

If you see in the system the payment method displays as INSTANTPWMB, the DS transaction will be deposited in minutes.

• -      True

• -      False

Answer explanation

You must check the EDD

A sender entered the wrong account number by mistake when sending money to Bank of Texas, so you should advise that receiver call their bank to investigate the issue.

• -      True

• -      False

Answer explanation

When customer makes a mistake, and the receive partner is: Bank of Texas, Bank of Africa, ICBC, Instamoney, Union Pay, Visa, WorldPay, then Advise that the receiver should contact their bank to investigate the issue.

You can never share the EDD to a customer if they are unable to verify RRN details.

• -      True

• -      False

What do you advise a chatter if they request a refund just because on a REC status DS transaction that was sent yesterday?

• -      You open a complaint to complete the request

• -      You advise caller that transaction was already processed

• -      You try to cancel the transaction

• -      You advise the sender to contact the receiver

Answer explanation

1- Advise the caller that the transaction was already processed and cannot be canceled, as the funds have been immediately wired to the bank account.

2- Advise that the sender should contact their receiver to get the money back.

What do you need to review to verify if a refund is doable on a DS transaction?

• -      Sender’s name

• -      Send Time and Date

• -      Receiver’s name

Answer explanation

Sender requests a refund within 60 minutes from sending the transaction from US/US Territories to International. Always respect the Dodd-Frank Act.