Should I ask the vritual agents if they have seen the sender's ID ?
No
To which department will I transfer the call if the transaction is on GSI hold
TDD_Escalations
How will you distinguish between MTMO and RMO
Refer to Paper Products article and check the details about both the MO's and distinguish
What are the possible reasons that the sender did not get the notification email of the transaction that was sent?
The email address mentioned on the profile is incorrect, the email may have got caught in the customer's spam folder which he did not check, transaction for not
To which department do we transfer the call to if in case the sender calls and says he does not want the MTMO anymore and wants only cash?
Escalations
From the transaction, what all things can be release to the receiver?
Refer to Release of Information Article in Knowledge
How many times can I process a Misspelling Amend for sender?
Only once. If second Request then process a refund and ask the sender to resend.
Which department should I transfer the call to in case the transaction was sent using MGO and the sender does not know the Reference number and they think that their credit card was also denied?
MGO General
Can I release the original reference number of a 10 min service to the sender if they provide me the sending date and sending amount of the transaction?
No
Which are the hold types where you require to transfer the call to T2_Holds department?
Refer to Handling transaction on hold call/case article in knowledge
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