western union money transfer sm · loyalty card program (see page loyalty-1) mandatory password...

Western Union® Money Transfer SM

Agent Reference Guide

Canada Agents

Agent Reference Guide: Canada Agents • Money Transfer • Payments • Money Order •

westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE#

Please take note when you see this symbol within this Guide!


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE i

Special Notice - Essential Agent Information

There is a great deal of valuable information within this Guide. However, there are a number of critical topics that should be common knowledge to every Agent Front Line Associate (FLA). These items are noted with this symbol through-out the Guide:

These critical topics include:

Acceptance of Funds (see page Policy-1)

Identification Requirements (see page Policy-1)

Record Retention and Destruction (see page Policy-2)

Promotional Code Redemption Process (see page MTSend-1)

Loyalty Card Program (see page Loyalty-1)

Mandatory Password Requirements (see page Passwrd-11)

Fraud Prevention (see pages SecFrd-1 through 9)

Data Security (see page SecFrd-10)


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE ii

Dear Western Union Agent,

Welcome to the Western Union® Family! As a Western Union Agent you play a vital and valued role within the Western Union Family by helping us maintain a tradition of customer service that began in 1851. Whether it’s sending money to support a loved one, or to pay a bill, people depend on Western Union daily; and as a Western Union Agent you make this possible. We especially appreciate your role in providing convenient, reliable, high quality service to consumers.

Use this Guide as a convenient reference manual. Some key features of this book are:

Ê Phone directory of key Western Union contacts.

Ê Key policies, security and basic regulatory compliance information.

When you see this symbol in this Agent Reference Guide, you are directed to your Western Union software application's Help feature for the step-by-step instructions for each type of transaction, reports and adminis-trative functions.

We will update information in this binder from time to time. These modifications will be provided to you electronically or in print. Please add or replace materials immediately to ensure you always have the most current version with all modifications.

Our Customer Service Centers and Agent Support are available to you 24 hours a day, every day of the year. Thank you for serving our consumers in Canada and over 200 additional countries and territories. We greatly value your business contribution and are committed to our shared success.

Sincerely,

Brian Fox Senior Vice President and General Manager Western Union Canada


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE iii

Contents

Special Notice - eSSeNtial ageNt iNformatioN i

Welcome! Welcome-1Introduction Welcome-1

the coNSumer experieNce coNSexp-1First Impressions Are Important ConsExp-1There Is Never Enough Time in the Day ConsExp-1Making Good Eye Contact ConsExp-1What’s in a Name? ConsExp-1Effective Listening ConsExp-1Consistency ConsExp-1The Sound of Good Communication ConsExp-1Know the Western Union Business ConsExp-1Keep Them Coming Back ConsExp-1The Words We Use ConsExp-1Customer Satisfaction Flow - Consumer Experience in Action! ConsExp-2

WeSterN uNioN® telephoNe Directory phoNe-1Agent Assistance Phone-1Customer Service Phone-1Foreign Language Lines Phone-1

WeSterN uNioN moNey traNSfer® Key policieS policy-1Acceptance of Funds Policy-1Information and Identification Requirements Policy-1

Acceptable Types of Identification Policy-1Consumer Data Privacy Policy-1Remittance of Western Union Funds Policy-1Retention of Transaction Records Policy-2Destruction of Transaction Records Policy-2Fee Schedule Policy-2Anti-Gaming Policy Policy-2Production Orders and Search and Seizure Warrants Policy-2Corrections and Refunds Policy-3Compliance Issues Policy-3Reporting Requirements Policy-3

Large Cash Transaction Report (LCTR) Policy-3Suspicious Transaction Report (STR) Policy-3

SeND traNSactioNS mtSeND-1Promotion Codes MTSend-1Formless Transactions MTSend-1Western Union Money Transfer®Domestic and International MTSend-2Western Union Quick Collect® Service MTSend-2

WeSterN uNioN® loyalty program loyalty-1What is the Western Union Preferred Customer Program? Loyalty-1Formless Transactions Loyalty-1


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE iv

ContentsWeSterN uNioN moNey traNSfer® payoutS payout-1

Agent Locator Payout-1Checkless (Cash) Payout Payout-1

correctioNS aND refuNDS corref-1How To Process a Western Union Money Transfer® Correction CorRef-1

aDmiNiStrative fuNctioNS aDmiN-1Western Union Money Transfer Reports Admin-1

Transaction Log Admin-1Activity Report Admin-1

Ordering Supplies Admin-1

paSSWorD aDmiNiStratioN paSSWrD-1Assigning and Maintaining User Passwords Passwrd-1

Mandatory Password Requirements Passwrd-1Password Administration Levels Passwrd-1

ageNt Support agtSup-1Customer Service Centers (CSCs) AgtSup-1

Language Capabilities AgtSup-1Agent Support Services AgtSup-1

Agent Start-Up Kit AgtSup-1Training AgtSup-1Visits AgtSup-1Merchandising AgtSup-1Technical Support AgtSup-1Compliance Reviews AgtSup-2Interior Signage AgtSup-2Point-of-Sale Merchandising AgtSup-2

Multi-Cultural Point-of-Sale Merchandising AgtSup-2Exterior Signs AgtSup-2Connections AgtSup-2Messages Sent to Agents Via PC Updates AgtSup-2Loyalty Card Program AgtSup-2

Security aND frauD preveNtioN SecfrD-1Preventing Consumer and Agent Fraud SecFrd-1Checklist of What Agents Can do to Prevent Consumer and Agent Fraud SecFrd-2Common Consumer Fraud Schemes SecFrd-3

Online/Internet Auction Scams SecFrd-3Lottery, Sweepstakes or Prize Scams SecFrd-3Mystery Shopper SecFrd-3Financial Agent or Manager SecFrd-3Online Personal Relationships SecFrd-3Advanced Fee Fraud (Loan, Credit Card or Grant Fraud) SecFrd-3Grandparent Fraud SecFrd-3Fake Check Fraud SecFrd-4Foreign Official or Citizen Needing HelpMoving Money out of Their Country SecFrd-4Job Offer Fraud SecFrd-4Emergency Needs Fraud SecFrd-4


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE v

ContentsSecurity aND frauD preveNtioN (coNtiNueD) SecfrD-4

Tips for Spotting Consumer Fraud SecFrd-5Consumers Are at Personal Financial Risk SecFrd-5Fraudsters Misrepresent Western Union® Services SecFrd-5Consumers Are Told to Keep Type of Transaction a Secret SecFrd-5Consumers May Seem Unusually Excited or Cautious SecFrd-5Consumers May Send Money with Unusual Frequency SecFrd-6Recipient’s Name Raises a Concern SecFrd-6

Steps to Take If You Suspect Consumer Fraud SecFrd-6Tips to Help Prevent Paying Out to Fraudsters SecFrd-6Use Consumer's Identification to Help Prevent Fraud SecFrd-7Actions You Can Take to Help Prevent Consumer Fraud SecFrd-8Tips to Help Protect Agents and Western Union against Fraud SecFrd-8

Telephone Calls to and from Western Union SecFrd-8Transactions - Proper Precautions SecFrd-9Consumer Behavior - Proper Precautions SecFrd-9Protection of Funds, Account Number, and Checks. SecFrd-9

coNSumer Data protectioN SecfrD-10Data Protection Practices SecFrd-10Data Security SecFrd-10

robbery aWareNeSS SecfrD-11Prevention SecFrd-11What to Do During a Robbery SecFrd-11What to Do After a Robbery SecFrd-11

troubleShootiNg coNNectivity iSSueS trouble-1Issue: Blank Screen Trouble-1Issue: Connected To IDxxxx Trouble-1Issue: Printer Keeps Printing Trouble-1Issue: Unable to Connect to the Internet (Independent Locations) Trouble-2Issue: Unable to Connect to the Internet (Network Locations) Trouble-2


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE Welcome-1

Welcome!

Congratulations and welcome to the worldwide Western Union® Agent network! You are a very important part of the delivery of Western Union financial services throughout our expansive network of Agent locations.

Founded in 1851, Western Union carries forward more than 160 years of tradition in providing reliable service to consumers and businesses. As an Agent or Front Line Associate (FLA) at an Agent location, consumers trust you because you represent a company with a solid reputation. Thank you for your commitment and support.

iNtroDuctioNThis Western Union Agent Reference Guide (ARG) has been prepared as a means to help you provide the highest level of customer service of which you are capable. It is our hope and expectation that this Agent Reference Guide will help you in several ways; its primary purposes are to act as:

Ê An Agent information organizer.

Ê A general resource and reference guide for Western Union services.

Ê A knowledge refresher and tool for training FLAs.

We encourage you to keep the Western Union Agent Ref-erence Guide binder near your customer service area, but out of the reach and line of vision of consumers. Read and review its contents frequently. It will help you fulfill your responsibilities to the consumer, your employ-ees and legal authorities.

This guide is separated into sections; each section is assigned an individual supply order form number for reordering purposes. When any section of this guide is changed or when new Western Union products or ser-vices are added, you will be notified and either automati-cally shipped the new section or advised to order the new section.

We welcome your comments and suggestions and hope that you will help us learn how to serve you and our consumers more efficiently. Please share your comments and suggestions with your Western Union representative.

Look for this symbol throughout this Agent Reference Guide:

When you see this icon you are directed to your Western Union software application's Help feature for the step-by-step instructions for each type of transaction, reports and administrative functions.


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE ConsExp-1

The Consumer Experience

A strong customer service culture can help you increase the quantity of Western Union® transactions at your Agent location—in addition to providing a quality consumer experience. Many people agree that it is more cost effective to keep a consumer than it is to gain a new one. It’s this repeat business from loyal consumers that may help you drive revenues. We have provided the following customer service overview to highlight key themes and tips designed to positively impact the level of service provided to Western Union consumers at your Agent location.

firSt impreSSioNS are importaNtThis first impression can be the basis for a consumer’s perception of you and the entire Agent location. This includes keeping your Transaction Center clean and organized with tear-pad sheets, a working phone, pens, and current merchandising.

there iS Never eNough time iN the DayAcknowledging consumers quickly sends the message that you understand the value of their time and the value they represent to your Agent location.

maKiNg gooD eye coNtactMaking and maintaining good eye contact with consumers can also help them feel comfortable, acknowledged and welcomed.

What’S iN a Name?Addressing consumers by name can help establish relationships and build lasting connections.

effective liSteNiNgDeveloping effective listening skills can help you be more productive and efficient, in addition to showing Western Union consumers that they are valued and appreciated.

coNSiSteNcy Providing a consistent level of excellent service, in addi-tion to a consistent look, message and overall experience, can help consumers feel comfortable and confident that their money will get where it needs to go—quickly, reliably and conveniently.

the SouND of gooD commuNicatioNShowing consumers that you care, through your tone of voice, can be as easy as slowing down your rate of speech or smiling when you are speaking on the telephone.

KNoW the WeSterN uNioN buSiNeSSAgent FLA knowledge of Western Union services ensures you can help consumers recognize the value of doing business at your Agent location.

Keep them comiNg bacKMany people agree that it is more cost effective to keep a consumer than it is to gain a new one. Therefore, it’s important to maintain a consistently high level of cus-tomer service—giving them an additional reason to return to your Agent location.

the WorDS We uSeThe words you use can also have a profound effect on how consumers view your Agent location. Use phrases that are positive and help connect people. Be courteous, polite, and professional.


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE ConsExp-2

The Consumer ExperiencecuStomer SatiSfactioN floW - coNSumer experieNce iN actioN!

Consumer Finds Your Location.

• Are your signs in good shape?

1

2Consumer Finds Transaction Area

and Fills Out form.

• Is your Western Union forms area easy to locate?

• Is your forms area clean and well organized?

5Check for 100%

Accuracy on Form!

• Spelling errors are the #1 problem that consumers experience.

3BEGIN

TRANSACTION!

• Greet consumers as they approach the counter with a sincere smile,

"Hello" and eye contact.

• Address consumers by name if it's known.

• Ask consumers for their Western Union® Preferred Customer Card or phone number.

6

7

Explain Western Union Preferred

Customer Card® Program and Benefits.

• Free to enroll in program.

• Faster transactions.

• Form not necessary (with printer receipt).

• Consumers earn discounts.

• Ensures accuracy of transactions.

• Retains consumer name & transactional information.

APPRECIATE YOUR CONSUMER!• Have the consumer review the receipt for accuracy and sign.

• Circle and explain MTCN so consumer understands it will make the transaction faster for the Receiver.

• Circle and explain the Preferred Customer Card information. In some cases the MTCN may be mandatory to receive the transaction.

• Circle Western Union 800# and westernunion.ca as resources to find a location where the Receiver may pick up the funds.

• Explain what Receiver will need to pick up the money (MTCN, ID, answer to test question, etc.).

• Thank the consumer and ask them to come back and see you again.

4New Consumer? If yes, explain the following?

• Sender and Receiver info input into the Western Union system.

• Money is available to Receiver generally within minutes.

• Give Western Union Agent locator information for Receiver.

• Instruction on Receiver form process.

• Instruction on Money Transfer Control Number (MTCN) reference.

• Receiver must present ID.

• Receiver usually paid in cash.


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE Phone-1

Western Union® Telephone DirectoryageNt aSSiStaNce

To Send or Receive Transactions via the Telephone 1-800-257-4900

To Order Supplies 1-800-235-0000

To Report Equipment Problems - Money Transfer PC 1-800-235-0000

cuStomer Service

English 1-800-325-6000

French 1-800-235-0000

Spanish 1-800-325-4045

foreigN laNguage liNeS(Note that not all numbers are available 24/7)

Amharic (Ethiopia) 1-877-984-1724 Portuguese 1-800-630-0822

Arabic 1-800-327-6681 Punjabi 1-800-435-2226

Chinese 1-800-368-6881 Romanian 1-800-347-6000

Creole (Haiti) 1-877-984-1726 Russian 1-800-327-0000

French (consumers) 1-800-235-0000 Serbo-Croatian 1-877-984-1723

(Agents) 1-800-321-2923 Spanish 1-800-325-4045

Gujarati 1-800-348-4883 Tagalog 1-877-737-2486

Hindi (India) 1-800-435-2226 Thai 1-877-996-6990

Korean 1-877-629-7372 Ukrainian 1-800-799-6882

Polish 1-800-990-4440 Urdu 1-800-435-2226

Philippines 1-877-737-2486 Vietnamese 1-800-464-8436

WeSterN uNioN compliaNce hotliNe (Hours 9 a.m. - 6 p.m. ET) 1-866-633-2247

WeSterN uNioN compliaNce fax 1-866-216-9143

Str referral fax 1-888-447-4041

Str referral email [email protected]

QuicK collect® cuStomer Service 1-800-238-5772

alterNate coNtact NumberS:Western Union field representatives 1-800-354-0005

To send messages or Money Transfer inquiries 1-800-321-2923

WeSterN uNioN frauD hotliNe 1-800-448-1492

corporate heaDQuarterS

Western Union Financial Services, Inc. 12500 E. Belford Ave., Englewood, CO 80112

Western Union Financial Services Canada, P.O Box #4059 1235 McCowan Rd. Scarborough, ON M1H 0A4


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE Policy-1

Western Union Money Transfer® Key Policies

acceptaNce of fuNDSAcceptance of funds other than cash is at your own risk. You should be cautious when accepting large denomi-nation bills. Western Union is not responsible for coun-terfeit money accepted by FLAs at Agent locations. You are responsible for collecting and safeguarding all funds received for Western Union transactions.

iNformatioN aND iDeNtificatioN reQuiremeNtSWestern Union policy requires Agents to collect informa-tion and review consumer IDs at various thresholds for both Send and Receive transactions. These requirements generally increase as the transaction amount increases. Western Union Agents should periodically review these requirements with their FLAs who conduct transactions.

acceptable typeS of iDeNtificatioN

Not all IDs are created equal. For an ID to be acceptable under Western Union policy, it needs to meet these three basic requirements:

Ê Government-issued

Ê Current (not expired)

Ê Photo of the person conducting the transaction

Acceptable forms of ID generally include:

Ê Driver’s license

Ê Province of Quebec issued Health Insurance Card (if offered by consumer)

Ê Passport

Ê Other photo ID issued by provincial, territorial or the federal government

NOTE: An individual's Social Insurance Number (SIN) is NOT an acceptable identification document.

coNSumer Data privacyDaily observance of consumer privacy is very important. As a Western Union Agent, you must protect consumer information. To do so you need to:

Ê Protect and secure access to the money transfer terminal.

Ê Limit access to the money transfer terminal and re-cords to authorized personnel.

Ê Store all completed forms and receipts in a secure location.

Ê Once forms, receipts or electronic files are no longer required to be maintained, properly destroy those con-taining consumer information. This means pulverizing, shredding or electronic erasure.

Ê If you are using third parties to destroy or store per-sonal information, please ensure they properly destroy or store such information.

Ê Report immediately to Western Union® any com-promise, or potential compromise, of consumer information. If electronic equipment is lost or stolen that stores consumer information, or paper files are tampered with by unauthorized individuals, report the incident to Western Union as soon as it is discovered by calling the Fraud Hotline at 1-800-448-1492.

remittaNce of WeSterN uNioN fuNDSCarefully review your agreement with Western Union to determine when the money you receive from consumers for Western Union transactions must be deposited or remitted.

The Western Union Money Transfer® system is used to send money to locations around the world. Through this system, funds are usually available for payment within minutes at most locations. Our network of Agent locations can access the system either by telephone or through using our money transfer software.




reteNtioN of traNSactioN recorDSAll Western Union Money Transfer® transactions handled by your Agent location must be retained for a specified amount of time. File all transaction records in chronologi-cal order by date of origination each month in a secure file that won’t be tampered with.

Agents must retain records required by the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (“PCMLTFA”) for a period of at least five years, and store records in a way that they will be accessible in a reason-able period of time (30 days) in the event of an authorized government request. This includes:

Ê Copies of all Suspicious Transaction Report (STR) refer-rals and supporting documents for both Money Order and Money Transfer referrals

Ê Documentation of compliance training

Ê Documentation of monitoring efforts

Unless otherwise specified, Money Transfer forms (To Send Money, To Receive Money, and Quick Collect) and receipts are to be retained for a period of 6 months and then destroyed.

Ê If an authorized law enforcement request is received, Agents must be able to retrieve forms by the sender’s name and receive Agents must be able to retrieve forms by the receiver’s name in responding to the request.

NOTE: Western Union will retain the required transaction information in electronic form for the required retention period.

DeStructioN of traNSactioN recorDSOnce the minimum retention requirements have been met, destroy all files so that they are no longer readable. It is recommended that you destroy these records by shred-ding or some other similar means.

fee ScheDuleWestern Union Fee Schedules are updated regularly; Agents can look up fees on the Western Union computer terminal.

aNti-gamiNg policyWestern Union policy prohibits person-to-person money transfer transactions from being used to transfer funds for gaming purposes. Even though it MAY be legal to partici-pate in gaming activities within certain jurisdictions, using the money transfer system to facilitate this activity is prohibited.

Providing services to consumers engaged in cross-border gambling activities such as internet casino-type gambling, sports betting and so-called sports information services, constitutes a breach of this policy and will result in West-ern Union issuing a warning letter calling your attention to the issue and demanding your compliance with this policy. In extreme situations, failure to comply with this policy can lead to immediate suspension and / or termination of your ability to provide Western Union® services.

proDuctioN orDerS aND Search aND Seizure WarraNtSAgent receives a Production Order:

Contact your Compliance Officer for assistance.

Agent receives Search and Seizure Warrant:

The Agent should:

1. Turn over to law enforcement whatever is responsive to the search and seizure warrant.

2. Make copies of the documents if possible.

3. Call your Compliance Officer for further instructions.




correctioNS aND refuNDS If a consumer requests that non-financial information be corrected, such as: a name be corrected or a test question or answer be added to a money transfer after it has been sent, please refer to the Corrections and Refunds tab of this guide. You can only change transactions created at your Agent location for the original sender. A consumer must have the original transaction receipt and an original unexpired, government issued photo identification to process any corrections. If the transaction is more than 45 days old, you must contact the Western Union Customer Service Center. The consumer can also call 1-800-235-0000 and speak to a Western Union Customer Service representative.

compliaNce iSSueSAll Western Union Money Transfer® Agents who are regis-tered with FINTRAC as a money service business (MSB), and other reporting entities under the PCMLTFA must implement their own anti-money laundering compliance program. Specifically, each Agent needs to designate a Compliance Officer and implement a compliance program that includes written policies and procedures, internal controls, an FLA training program and an independent review process.

reportiNg reQuiremeNtSWestern Union Agents are required to file the following reports:

large caSh traNSactioN report (lctr)For cash transactions of more than $10,000 by or on behalf of one person in one business day (24 consecu-tive hours).

Ê With the exception of those Agents that are regis-tered as an MSB as futher clarified below, Agents are not required to submit LCTRs for transactions involv-ing Money Transfers only.

Ê Only Agents that are either registered as an MSB with FINTRAC or otherwise regulated as a financial institu-tion may sell Western Union Money Orders. These Agents are responsible for filing LCTRs directly with FINTRAC via F2R for money orders they have sold to one consumer in one business day (24 consecutive hours) where the cash collected amounts to more than $10,000 (fees included).

SuSpiciouS traNSactioN report (Str)For attempted or completed transactions of any amount for which there is a reasonable basis to suspect that the transaction or attempted transaction is related to a money laundering or terrorist financing offence. This requirement covers both money transfer(s) and money order(s).

When completing the STR form, please be as specific as possible in your narration to describe what made you suspicious of the transaction – what did you see? What did you hear?

Ê Non – MSB Agents: STRs pertaining to money trans-fers should be completed using the Western Union STR Referral form and faxed to 1-888-447-4041.

Ê MSB Agents ONLY: For Agents registered with FIN-TRAC as an MSB, STRs pertaining to money orders and money transfers should be filed directly with FINTRAC via F2R.


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE MTSend-1

Send Transactions

For step-by-step instructions for Send transactions, go to your Western Union software's HELP section.

promotioN coDeSWestern Union frequently offers consumers various promotions in select markets. This helps increase Western Union business at Agent locations by driving increased transactions for specific time periods. Coupons are good on Canada to Canada, Canada to U.S., Canada to Mexico, and Canada to Latin America money transfers. Consumers receive offers off their next qualifying money transfer depending on the transaction type.

How it works: Issuing the Coupon

1. The consumer completes a qualifying transaction at a participating Agent location.

2. The consumer receives a promotion code on their Money Transfer, Quick Collect® or Money Order re-ceipt. This code may be five or fifteen characters or in "free form" text format.

3. Inform the consumer that they may use the coupon on the bottom of the receipt toward their next pur-chase (Money in Minutes or Next Day service depend-ing on the offer in their market). Be sure you circle the promotion code and expiration date and remind the consumer to keep their receipt.

How it works: Redeeming the Coupon

1. Accept the coupon from the consumer.

2. Input the transaction detail into the Western Union software application.

3. Destroy the coupon section of the receipt containing the promotion code.

formleSS traNSactioNSPreferred Customer Program (PCP) Card members may save time on most transactions by skipping having to fill in the form. If your Agent location is PC-equipped, PCP Card members sending money to someone they have sent to previously or sending a payment, may now use their PCP Card or phone number instead of completing a "Send" form. This includes send transactions for domestic (within Canada) and international destinations for Western Union Money Transfer or Quick Collect. PCP Card members will, however, need to fill out a form when they are sending money transfers to a new receiver.

By processing Western Union Money Transfer transactions, your Agent location provides a vital resource to consumers, their families and their hometown communities. Through the Western Union® services you provide, you connect people around the globe, helping to contribute to the economic growth of individuals, families, towns and cities all over the world—one transaction at a time. In most cases, funds can be picked up anywhere in the Agent network within minutes (depending on the hours of operation of the payout Agent location).


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE MTSend-2

Send Transactions

WeSterN uNioN moNey traNSfer® DomeStic aND iNterNatioNalDomestic Money Transfers are money transfers sent within Canada. International money transfers are money transfers sent to countries other than the Canada. Consumers use the green "To Send Money" form for these transactions.

The international service is a way for consumers to send money to countries around the world. In most cases, funds can be picked up anywhere in the Agent network within minutes (depends on operating hours of the payout Agent location).

Western Union Agents must be aware of the following points when sending an international money transfer:

Ê In most instances, the exchange rate will be fixed when the trans-action is sent. Some countries require the exchange rate to be fixed when the recipient picks up the transaction.

Ê The regulations for Do-mestic Money Transfer also apply to Internation-al Money Transfer.

Ê A test question can be used for some countries if the send amount is under $300, or if the Receiver does not have a photo ID. Some countries require a test question for all transactions.

WeSterN uNioN QuicK collect® ServiceThe Western Union Quick Collect® service allows consumers to send payments such as auto, mortgage, credit card and others to many large local and regional creditors. Consumers use the blue "To Send a Payment via Quick Collect" form for these transactions. The Quick Collect service also provides consumers with a method to pay for tickets purchased from participating airlines and to send funds to inmates at designated correctional facilities nationwide.

Consumers who use the service have the assurance that their payment is sent to their desired recipient in minutes. The West-ern Union Quick Collect service provides guaranteed funds to companies with collection needs. The Western Union Quick Collect service allows consum-ers to send a bill payment directly to the billing company through the Western Union system.

Dollar amount in words

Montant endollars en mots

Company name / Nom de l'entreprise

Not to exceed CAD $5,000Dollar amount

$

Street / Rue

City / Ville Province or State / État/Province Postal Code / Code postal

*IN ADDITION TO THE TRANSFER FEE, WESTERN UNION AND ITS AGENTS ALSO MAKE MONEY FROM THE EXCHANGE OF CURRENCIES. PLEASE SEE ATTACHED PAGES FOR MORE INFORMATION REGARDING CURRENCY EXCHANGE. ♦ IF THE EXCHANGE RATE FOR YOUR TRANSACTION WAS DETERMINED AT THE TIME YOU SENT THE MONEY, THE CURRENCY TO BE PAID OUT AND THE EXCHANGE RATE ARE LISTED ON YOUR RECEIPT. OTHERWISE, THE EXCHANGE RATE WILL BE SET WHEN THE RECEIVER RECEIVES THE FUNDS. ♦ IT IS IMPORTANT TO CAREFULLY REVIEW THE WESTERN UNION PRIVACY POLICIES SET FORTH ON THE ATTACHED PAGES GOVERNING THE COLLECTION, USE AND DISCLOSURE OF YOUR PERSONAL INFORMATION. ♦ CERTAIN TERMS AND CONDITIONS GOVERNING THIS TRANSACTION AND THE SERVICES YOU HAVE SELECTED ARE SET FORTH ON THE ATTACHED PAGES. BY SIGNING THIS RECEIPT, YOU ARE AGREEING TO THOSE TERMS AND CONDITIONS.

EFMCDQCLT (05/08)

Money Transfer Control NumberNuméro de contrôle du transfert d'argent

/ /

* * When sending CAD $1,000 or more, you must provide identification and additional information.

/ /

Rate of Exchange*Taux de change*

Amount to be Paid*Montant à payer*

©2005-2008 Western Union Holdings, Inc. All Rights Reserved. Tous droits réservés.

Pay to / Payez à

Code City / Code de la ville Province or State / État/Province

Sender's name / Nom de l'expéditeur

Sender's telephone (area code)Numéro de téléphone de l'expéditeur (code régional)

NumberNuméro

Sender's addressAdresse de l'expéditeur

Sender's account number with companyNuméro de compte de l'expéditeur avec la compagnie

Attention:À l'attention de :

Customer's signatureSignature du client

Operator number

AgencyAgence

TimeHeure

DateDate

Sent timeHeurede l'envoi

DateDate

NumberNuméro

I.D. TypeType d'ID

AmountMontant

OccupationOccupation

ChargeFrais

TaxTaxe

Agent'ssignature

Total amount received

Preferred Customer No.Numéro de client privilégié

Send / EnvoyerPour envoyer un paiement Quick Collect®To send a payment via Quick Collect ®

www.westernunioncanada.ca

Montant en dollarsn'excédant pas 5 000 $ CAD

* Si l'envoi est de 1 000 $ CAD ou plus, vous devez fournir une identification valide.

Numéro de l'opérateur

Montant totalreçu

Signaturede l'agent

Place ofissuanceLieud'émission

/ /

Sender date of birthDate de naissance de l'expéditeur

Apt # / App.74

27G

*EN PLUS DES FRAIS DE TRANSFERT, WESTERN UNION ET SES AGENTS TIRENT ÉGALEMENT UN REVENU DEL’ÉCHANGE DE DEVISES. VEUILLEZ CONSULTER LES PAGES CI-JOINTES POUR PLUS DE RENSEIGNEMENTS À PROPOS DU CHANGE SUR LES DEVISES. ♦ SI LE TAUX DE CHANGE DE VOTRE OPÉRATION A ÉTÉ ÉTABLI AU MOMENT OÙ VOUS AVEZ ENVOYÉ L'ARGENT, LA DEVISE À VERSER ET LE TAUX DE CHANGE SONT INDIQUÉS SUR VOTRE REÇU. AUTREMENT, LE TAUX DE CHANGE SERA ÉTABLI AU MOMENT OÙ LE DESTINATAIRE RECEVRA LES FONDS. ♦ IL EST IMPORTANT DE LIRE ATTENTIVEMENT LA POLITIQUE RELATIVE À LA PROTECTION DES RENSEIGNEMENTS PERSONNELS DE WESTERN UNION FORMULÉE SUR LES PAGES CI-JOINTES RÉGISSANT LA CUEILLETTE, L'UTILISATION ET LA DIVULGATION DE VOS RENSEIGNEMENTS PERSONNELS. ♦ CERTAINES CONDITIONS RÉGISSANT LA PRÉSENTE OPÉRATION ET LES SERVICES QUE VOUS AVEZ SÉLECTIONNÉS SONT FORMULÉES SUR LES PAGES CI-JOINTES. EN SIGNANT LE PRÉSENT REÇU, VOUS ACCEPTEZ LESDITES CONDITIONS.

AGENT USE ONLY RÉSERVÉ À L'USAGE DE L'AGENT

For step-by-step instructions for Send transactions, go to your Western Union software's HELP section.


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE Loyalty-1

Western Union® Loyalty Program

formleSS traNSactioNSPreferred Customer Card members may save time on most transactions by skipping the form to process transactions. If your Agent location is PC-equipped, PCP members sending money to someone they have sent to previously or sending a payment, may now use their PCP Card or phone number instead of completing a "Send" form. This includes send transactions for domestic and international destinations for Western Union Money Transfer® or Quick Collect®.

Inform PCP members about the convenience of form-less transactions. This gives Agents the opportunity to establish strong, loyal consumer relationships—ultimately increasing your Agent location's quantity and quality of Western Union transactions.

The PCP Card is property of Western Union, and the pro-gram may be cancelled without notice. Other restrictions and limitations may apply. Refer to the

Western Union PCP Card Agreement for more details.

What iS the WeSterN uNioN preferreD cuStomer program?The Western Union® Preferred Customer program (PCP) is a national loyalty program designed to reward our most val-ued consumers for their frequent use of Western Union services. Loyalty cards speed up the time it takes to complete a transaction.

For step-by-step instructions for Preferred Customer Program transactions, go to your Western Union software HELP section.


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE Payout-1

Western Union Money Transfer® Payouts

ageNt locatorYour Western Union software application has a feature that allows you to look up other Western Union Agent locations. This is helpful when your location is unable to payout a receive transaction for money transfers.

You may also find an interactive Agent locator with maps on our website: www.westernunioncanada.ca. By assist-ing consumers with finding another Agent location, you have the opportunity to improve the consumer experience.

checKleSS (caSh) payout Your Western Union software application enables you to process payout transactions without the hassle of checks. For Receive transactions, the Cash Payout system auto-matically prints your Agent and consumer receipts, and the consumer must be paid out in cash. Both the con-sumer and the Agent must sign both receipts before providing the consumer with any payout funds.

NOTE: If you do not have sufficient funds at your Agent location to complete a payout transaction, use the Agent Locator in your Western Union Software, or on our website: www.westernunioncanada.ca to find another Agent location that can perform the payout, and refer the consumer to that location.

In most cases, funds may be picked up anywhere in the Agent network virtually within minutes (depending on the hours of operation of the payout Agent location). Refer to the HELP section of your Western Union® software for more information.

For step-by-step instructions for Payout transactions, go to your Western Union software's HELP section.


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE CorRef-1

Corrections and Refunds

Western Union Money Transfer® Agents can make cor-rections to the following non-financial information on Western Union Money Transfer transactions (excluding Quick Collect®) without calling Customer Service:

Ê Sender name

Ê Receiver name

Ê Add a test question

Ê Correct a test question

The consumer must have the original transaction receipt and an unexpired, government issued photo identification to process any corrections. If the name on the ID matches the name on the original receipt and the original transac-tion was initiated by your Agent location, follow the steps in the Western Union software's HELP section to make changes.

If the transaction was not initiated by your Agent loca-tion, please ask the consumer to go to the Agent loca-tion where the transaction was sent or to call customer service at 1-800-235-0000.

Caution! This is a common fraud scheme.

FRAUD WARNING

Be aware of the potential for consumer fraud when:

Ê You make a correction or change to a money transfer.

Ê A consumer asks you if such changes can be made.

Perpetrators try to trick consumers by telling them to send the money in one name, claiming that they can change the name once the consumer re-ceives whatever they are supposed to be purchasing. Or the perpetrator will tell the consumer to send the money with a test question and not to tell the answer until the consumer receives the goods. In these situations, the perpetrator provides identification and picks up the money without sending the expected goods. The consumer becomes a fraud victim.

hoW to proceSS a WeSterN uNioN moNey traNSfer® correctioNIf a consumer requests that a non-financial change be made to a money transfer after it has been sent, use the follow-ing guidelines to process the change. If you have any question about whether the change can or should be processed at your Agent location, call 1-800-321-2923 and speak to a Western Union® Customer Service representative.

For step-by-step instructions for Corrections and Refunds, go to your Western Union software's HELP section.


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE Admin-1

Administrative Functions

WeSterN uNioN moNey traNSfer reportSThere are functions within the software application that allow Agent locations to view and print various reports for the past six month time period. These reports are a critical tool for reconciling money transfer transactions and fraud prevention.

traNSactioN log

The Transaction Log report allows Agent the ability to sort the view by clicking on the header of a specific column. This allows for customized viewing and printing of reports based on the receiver's name, MTCN number, transaction amount, date/time, operator and transaction type. Reports may be printed or exported to an electronic file format. This function also allows the Agent to add a transaction.

activity report

Activity Reports provide an overview of transaction activ-ity. Agents may create a report for a specified date range and then print or save to an electronic file format.

orDeriNg SupplieSAgents may conveniently order supplies directly through the Western Union Money Transfer® software application. Ordering supplies through your software application en-sures that Agent locations stay up to date with the most current forms and other supplies.

Your Western Union® software application allows you to view and print various reports and order supplies directly through your PC.

For step-by-step instructions for Administrative Functions, go to your Western Union software's HELP section.


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE Passwrd-1

Password Administration

maNDatory paSSWorD reQuiremeNtS

You may change your password at any time without having to contact Western Union.

Passwords require the following:

Ê Minimum 8 characters and maximum of 12 characters, and includes 1 numeric character.

Ê Change password every 90 days.

Ê Passwords are case sensitive.

Ê Cannot use previous passwords.

Ê System will lock you out if you do not change your password in a 180 day period.

Ê Your operator ID is suspended after 5 unsuccessful attempts. To reactivate your operator ID, you must contact Western Union at 1-800-354-0005, option 1, option 1, then option 4.

Ê First time users need to call the Customer Service Center for a temporary password. The user will then be prompted to change their password.

paSSWorD aDmiNiStratioN levelS

There are two levels of access rights. The manager level allows for the user to act as the password administrator. Access rights must be set up for this user to be able to administrate these functions. The owner level is for the individual users. Owners will only be allowed to change their own password. In order to change your password, ALWAYS use the “Change Password” button on the sign-on screen.

Other options on the Password Administration screen include the following:

Ê View - Displays the names and access rights of operators in a list.

Ê Cancel - Returns to the Tools / Admin Menu 2 of 2.

Ê Reset - Clears the dialog box.

Ê Help - Displays the Help Index for Security.

aSSigNiNg aND maiNtaiNiNg uSer paSSWorDSFeatures are now available on your Western Union® software that will increase security for Agents. This requires every front line associate currently using the software to change their password when prompted and on an ongoing basis.

For step-by-step instructions for Password Administration, go to your Western Union software's HELP section.


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE AgtSup-1

Agent Support

cuStomer Service ceNterS (cScS)Our customer service and Agent support are available to you 24 hours a day, every day of the year. Well-trained customer service representatives are on call to help you and the consumer with any aspect of a transaction.

laNguage capabilitieS

24-hour support is currently available in over 17 languages. Assistance with other languages through international interpreters is also available via phone. Languages avail-able are subject to change and not all languages may be available for 24-hour support. Please contact the Western Union® Customer Service Center at 1-800-321-2923 to see if the language you need is available.

Ê Amharic (Ethiopia) Ê Arabic Ê Chinese Ê Creole (Haiti) Ê French Ê Hindi/Urdu/Punjabi (India) Ê Korean Ê Polish Ê Portuguese Ê Romanian Ê Russian Ê Serbo-Croatian Ê Spanish Ê Tagalog (Philippines) Ê Thai Ê Ukrainian Ê Vietnamese

ageNt Support ServiceSWestern Union assists you in your role as a Western Union Agent by providing:

ageNt Start-up Kit Western Union ships an Agent Start-Up Kit that includes merchandising material, forms, a form holder, supplies, the Western Union Agent Reference Guide, and other materials you need to perform successfully as an Agent.

traiNiNg

Your Manager will receive a call from the Western Union Financial Operations Center to arrange an appointment to conduct initial training for new associates over the tele-phone or online. If needed, additional training support can be provided through the Western Union Financial Opera-tions Center or by your Western Union field representa-tive. Follow-up training, including Compliance training, is conducted at appropriate intervals.

viSitS

The Western Union field representative assigned to your territory will make a follow-up visit.

merchaNDiSiNg

Support is provided or arranged for the Agent location. This includes decals for doors, interior transaction area Point-of-Sale (POS) materials, and other multi-cultural merchandis-ing materials that are selected for the Agent location.

techNical Support

Agents receive ongoing technical support for the operation and maintenance of the Western Union Money Transfer® software and PC, including periodic software updates that are usually downloaded automatically to minimize inconve-nience. When a download starts, try not to interrupt it. You always need to have the latest software version in order to offer all services available, and to comply with all local regulations.


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE AgtSup-2

Agent Support

compliaNce revieWS

Reviews are conducted using a risk-based approach and occur on an as needed basis either on-site, or off-site by telephone. Reviews are designed to gauge your under-standing of compliance issues regarding laws, regulations and Western Union policies that affect you. Reviews also provide additional training and support in all areas of the compliance program.

iNterior SigNage

Once a “street presence” is created, use interior Point-of-Sale (POS) signage for awareness and directional pur-poses. Work with your Western Union field representative to review your interior merchandising plan.

Ê Transaction service area. Use the transaction service area to encourage consumers to take advantage of promotions and cross-sell other Western Union ser-vices.

Ê Forms display. All Western Union® Agent locations pro-vide forms for transactions with a Western Union form holder. The form holder also provides space to display:

� Multi-service brochures

� International/multi-cultural brochures

poiNt-of-Sale merchaNDiSiNg

Western Union offers POS items free of charge to Agents to help drive revenue. Please contact your Western Union representative and check the options for your POS.

multi-cultural poiNt-of-Sale merchaNDiSiNg

This is available for advertising to consumers who send money to various countries and regions outside of Canada. Your representative will gladly assist you in ordering them.

exterior SigNS

Exterior signs can be one of the more effective ways to increase your revenues. You are encouraged to talk with your Western Union® field representative and review avail-able options for signage.

If an exterior mounted sign is not possible, another recom-mended solution is to use a sign that hangs in a window facing the street. Options include:

Ê Interior illuminated signs

Ê Decals on entrance doors and windows

coNNectioNS

Connections is a bilingual communication offered to all Canadian Western Union® Agent locations several times a year. It helps keep you up-to-date with news about Western Union services, consumer promotions, market-ing activities, operational notes, compliance updates and security alerts, all designed to help you provide quality customer service while building Western Union business.

Connections is forwarded to the attention of the “Western Union Customer Service Manager.” Be sure to share it with all FLAs who provide Western Union service and use it as a learning tool to better equip them to serve consum-ers. You may want to photocopy certain items for easy reference and retain back issues for review. In addition, please use every effort to post the consumer education materials the Connections newsletter contains.

meSSageS SeNt to ageNtS via pc upDateS

Western Union takes advantage of the fact that many Agent locations use a Western Union® PC to execute transactions by sending out important messages through the Western Union PC software about:

Ê Software changes

Ê Compliance information

Ê Potential fraudulent activity

Ê Promotions

Please be sure to read all messages sent to you as soon as possible.

loyalty carD program

The Western Union Preferred Customer Program (PCP) is a program currently running in Canada and designed to reward our valuable Western Union consumers. The PCP card speeds up the time it takes to complete a transaction since swiping the card, entering the card number or enter-ing the consumer’s telephone number will automatically fill your screen with the consumer’s information.


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE SecFrd-1

Security and Fraud Prevention

preveNtiNg coNSumer aND ageNt frauDAgents must take precautions to help prevent consumer fraud and avoid Agent fraud. Western Union may suspend or terminate any locations where it is determined that an unacceptable level of fraud incidents occur. In our continuing effort to provide you with the tools you need to provide the best possible service to your Western Union consumers, this Security and Fraud Prevention Section has been prepared to assist you in your fraud prevention efforts.

This section contains:

Ê Checklist of What Agents Can Do to Prevent Consumer and Agent Fraud

Ê Common Consumer Fraud Schemes

Ê Tips for Spotting Consumer Fraud

Ê Steps to Take if You Suspect Consumer Fraud

Ê Tips to Help Prevent Paying Out to Fraudsters

Ê Use Consumer’s Identification to Help Prevent Fraud

Ê Actions You Can Take to Help Prevent Consumer Fraud

Ê Tips to Protect Agents and Western Union against Fraud

Ê Consumer Data Protection

Ê Robbery Awareness

As a Western Union® Agent, it is important for you to understand that there are scam artists and fraudsters throughout the world who will tell their victims they must send money to them by wire transfer. In addition these fraudsters may also attempt to steal money from you and the Western Union Money transfer system.




checKliSt of What ageNtS caN Do to preveNt coNSumer aND ageNt frauDPlease review all of the contents listed below that arrive in your Western Union® Agent Fraud Kit.

Ê Place all Western Union® Consumer Fraud Brochures in a prominent position so your FLAs can give to a consumer or consumer can pick up. You can also point out to consumers the fraud warnings on the front of the “To Send Money” form.

Ê Display the Western Union Consumer Fraud Preven-tion Poster to alert your consumers and FLAs to avoid key fraud schemes.

Ê Become familiar with the common fraud schemes that could impact your consumers. The common consumer fraud schemes and scams are also described later in this Section.

Ê Review Western Union’s Tips for Spotting Consumer Fraud in this document, for suggestions on what you and your FLAs can do to help prevent the fraud from occurring.

Ê Review Western Union’s Tips to Help Prevent Paying Out to Fraudsters in this document.

Ê Discuss with your FLAs the helpful articles on fraud prevention that appear frequently in Connections, your Agent newsletter as well as opportunities for fraud training available online through the Western Union Online Training System. FLAs who help stop a con-sumer fraud may be recognized with Western Union’s Eagle Eye award and featured in Connections.

Ê When you or your FLAs sign on to the PC terminal, be sure to review any security and fraud prevention tips. These tips are updated and posted on a regular basis.

Ê Review and incorporate into your everyday business practices the Western Union Tips to Help Protect Agents and Western Union against Fraud in this docu-ment, including how to protect your funds, account numbers, and checks from fraudsters.

Ê Western Union Consumer Fraud Brochures and Consumer Fraud Prevention Poster may be ordered by calling 1-800-354-0005, options 2, 2, or by contacting your Western Union field representative.




commoN coNSumer frauD SchemeS

oNliNe/iNterNet auctioN ScamS

Victims are told to send money to the seller of a product, auction item or service. The fraudster uses a number of tactics to make the victim believe they are a legitimate seller, but once the victim sends the money they will not receive the purchased item or service.

lottery, SWeepStaKeS or prize ScamS

Victims are informed through an unsolicited communica-tion they have won a large lottery prize or sweepstakes. The fraudster sends the victim a check which it claims is for part of the winnings and tells the victim to pay a small amount to cover taxes and/or processing fees. The victim uses the check to pay for the taxes or processing fees and is left responsible when the check bounces.

Legitimate sweepstakes companies do not tell winners to wire money to receive a prize or award.

myStery Shopper

Fraudsters contact victims through employment websites and ask them to evaluate the Western Union Money Transfer® service. The fraudster sends the victim a check and instructs them to deposit the check and use the funds to send a money transfer. The victim sends the money transfer, the fraudster picks it up and when the check bounces, the victim is left responsible.

fiNaNcial ageNt or maNager

Ê Unsolicited email or job posting for a Financial Man-ager or Agent.

Ê Recruiting company is expanding and requires a citi-zen to receive and process payments for product or service.

Ê Consumer is required to receive “payments” directly into their bank account or checks/money orders via the mail for deposit.

Ê Consumer usually receives instructions to send a specific amount, to their “new” employer, less a 10 to 20% fee, via a money transfer service.

Ê Funds are either unauthorized withdrawals from a bank account or the deposited checks/money orders are counterfeit.

Ê Bank holds account holder/consumer liable for uncol-lected deposits and consumer is cheated out of his/her money.

oNliNe perSoNal relatioNShipS

Fraudsters create a fake relationship with the victim who believes the relationship is real, perhaps through online communication. At some point, the fraudster requests money for any number of reasons such as travel, medical expenses, etc. In the end, the fraudster is only attempting to gain funds and not a relationship.

aDvaNceD fee frauD (loaN, creDit carD or graNt frauD)In this type of fraud the victim sends money to the fraudster in advance of receiving a certain product or service. The fraudster might ask the victim for a small fee in advance in order to open a new credit card or to secure a loan.

graNDpareNt frauD

This fraud is a type of Emergency Funds fraud. The fraudster contacts grandparents and impersonates either their grandchildren or a person of authority, such as law enforcement, a medical professional or an attorney. The fraudster describes an urgent situation or emergency that requires money to be sent immediately.




faKe checK frauD

Fake checks are used for many of the frauds explained in this section. These checks can be used for employment expenses, internet purchases, mystery shopping, etc. Re-member not to use funds from a check deposited in your account until it officially clears, which can take weeks.

foreigN official or citizeN NeeDiNg help moviNg moNey out of their couNtry

Ê Consumer receives email, fax or letter from foreign national seeking help.

Ê Scammer wants to move large amounts of funds out of their country and offers the consumer a percentage of the principal.

Ê Asks consumer to send his/her own money to cover initial costs – consumer sends money but never re-ceives any percentage of principal.

Job offer frauD The fraudster sends a check to the victim who has ac-cepted a job. The fraudster may tell the victim that the check is a signing bonus or can be used to buy supplies. The victim will be instructed to deposit the check and send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.

emergeNcy NeeDS frauD

This fraud usually occurs in two ways. Fraudsters either make victims believe they are someone they know or are acting on behalf of someone they know. The fraud is based on the victim sending money for an urgent situation or emergency. The fraudster creates a story such as the need for bail, fines, attorneys fees, or medical expenses. The fraudster may also use social media sites to further this type of fraud.




tipS for SpottiNg coNSumer frauDBe aware that some consumers who are in the process of being scammed may have been coached by the fraudster on what to say in answering questions in an effort to hide the true nature of the transaction.

coNSumerS are at perSoNal fiNaNcial riSK

Ê Consumers are told they first must send cash to receive a "guaranteed" credit card, merchandise or prize.

Ê Consumers are told they must immediately send money via wire transfer.

Ê Consumers are sending money to persons they do not know or have never met.

Ê Consumers that regularly send money may suddenly alter their pattern of sending money if being duped by a fraudster.

Ê Consumers receives a counterfeit check and can be held liable by their financial institution when it does not clear.

Ê Use of fictitious names by consumers may prevent refund of unpaid transactions.

frauDSterS miSrepreSeNt WeSterN uNioN® ServiceS

Ê To make a consumer feel safe sending money by wire, the scam artist often gives the impression that you can delay payment if transaction details are withheld or the transaction is sent in a name other than that of the intended recipient.

Ê Fraudsters try to trick a consumer into sending money by telling the consumer to send the money in one name and then tell the consumer they can change the name once the consumer receives item purchased.

Ê Western Union is not an escrow service.

coNSumerS are tolD to Keep type of traNSactioN a Secret

Fraudsters may tell a consumer to be secretive about a transaction, because:

Ê Western Union might charge higher fees.

Ê Government might tax their overseas sweepstakes award.

Ê Robbers could target them if word gets out in the community.

coNSumerS may Seem uNuSually exciteD or cautiouS

Ê Believe they will get something of great value soon (excitement, anticipation).

Ê Believe they must follow scammers’ instructions to the letter.

Ê Often put special handling or pick-up instructions on "To Send Money" form.

Ê May ask that Western Union hold transfer until they receive something.

Ê May initiate conversations about transaction numbers or test questions (scammers tell their victims to make sure they obtain this information).

Ê May ask about delaying or timing the delivery of their funds to the recipient (to ensure they receive the prize or merchandise promised by the recipient).




coNSumerS may SeND moNey With uNuSual freQueNcy

Ê Once a consumer has fallen for fraud, the fraudster will target them repeatedly, resulting in the consumer sending money with unusual frequency patterns.

Ê Consumer may use several fictitious names or ask others in line to send transaction on their behalf.

Ê By contrast, consumers who often send money legitimately to family typically do so in regular intervals (e.g., on payday).

recipieNt’S Name raiSeS a coNcerN

Ê Scammers may ask consumer to list a famous person or fictional character as the recipient.

Ê Scammers may ask consumer to change recipient’s name after transaction is initiated.

Ê Scammers may ask consumer to list a relative’s name or even place the transaction in their own name.

Ê The consumer may appear to be thinking up a name.

Ê Sender and Receiver have the same name.

StepS to taKe if you SuSpect coNSumer frauDTalk to the consumer:

Ê Inform the consumer that "the transaction appears to be unusual."

Ê Alert the consumer to the types of fraud schemes by handing them the Consumer Fraud Brochure or point-ing out the fraud warnings on the front of the "To Send Money" form.

Ê Advise the consumer that if they suspect fraud and will stop the transaction immediately, they can obtain a refund if transaction has not been paid.

Call the Fraud Reporting Hotline: 1-800-448-1492 and speak to a Western Union® Fraud Hotline representative. Then invite the consumer to speak with the Fraud Report-ing Hotline representative.

Advise the consumer to contact Local Law Enforcement.

tipS to help preveNt payiNg out to frauDSterS

Ê Prior to searching for a transaction, the Receiver must:

� Know the Sender’s name

� Know the origin of the transaction

� Know the MTCN (in some countries)

� Know the amount of transaction

� Be in the proper “Expected Payout Area,”

� Present acceptable documents to verify identity

� Provide the “Test Question” response (if applicable).

Ê Be cautious if a recipient of a transaction immediately sends a similar amount of money to another person, especially to a foreign country. This may be an indica-tor of a unwitting "middleman".

Ê If Receiver does not have all the information – do not pay the money transfer!

Ê Instruct the Receiver to call the Sender to verify the details and availability of the money transfer. “Expect-ed Payout Area” is the destination state or adjacent state.

Ê Closely examine identification presented to ensure it matches the Receiver name and has not expired. Document the issuing country; identification type and number accordingly.

Ê Ask the Receiver if they have the MTCN and search for the transactions using the MTCN.

Ê Be alert to transactions conducted by a group of individuals who appear to know each other outside the premises, but ignore each other while inside your location.

Ê Be alert to transactions where the Receiver comes in at different times and uses different names.




Do Not pay out a moNey traNSfer if: Ê You are presented with a expired ID or an ID you

suspect to be fraudulent. You should also immediately notify the Western Union® Fraud Reporting Hotlline at 1-800-448-1492 to suspend the transaction.

Ê The money transfer is not in the system. Instruct the Receiver to call the Sender to confirm that the transfer was sent. If transfer is not in system, it does not exist.

Ê The money transfer or transaction is based on an incoming telephone call. There will never be a phone call from Western Union to pay out a money transfer - if it is not in the system, it does not exist!

uSe coNSumer'S iDeNtificatioN to help preveNt frauDFor Send transactions of less than $1,000 CDN, or Receive transactions less than $300 CDN, Agent FLAs are required to obtain and record the Sender's (or Receiver's):

Ê Name

Ê Address

Ê Telephone number

For Send transactions greater than $1000 CDN, or Receive transactions greater than $300 CDN, Agent FLAs must also obtain and record the Sender’s (or Receiver's):

Ê Date of birth

Ê Country of birth

Ê Occupation

For all Send transactions, obtain and record the Receiver’s name. Photo ID is required for all Send transactions greater than $1000 CDN. Verify the identity of the Sender by reviewing acceptable identification documents. Record the ID type, reference # and place of issuance.

For all Receive transactions, either review the Receiver’s ID or obtain the answer to the test question. Photo ID is required for all Receive transactions greater than $300 CDN. Record the ID type, reference # and place of issuance.

When reviewing the consumer’s identification, ensure that the identification is acceptable according to the policies available in this ARG and in the Agent Anti-Money Laundering Compliance Manual, which is provided as part of the Start-up Kit.

Ê As a best practice, Agents should verify and record ID details if they are aware of consumers conducting two or more transactions in the same day which total $1000 CDN. This can be done by using the “Customer Info” button on Translink or the “Show Compliance” link on WUPOS.

Ê Agent FLAs must refuse all money transfer transac-tions where any of the following is true:

� Required identification is NOT provided

� The identification is not the original document (photocopies are NOT accepted)

� The identification does not match the consumer

� The identification appears fictitious

Agent FLAs must record the required information about the consumer as described in the Anti-Money Laundering Compliance Guide.




actioNS you caN taKe to help preveNt coNSumer frauD

Ê Pay attention to the behavior of consumers/Receivers in your location – Be aware!

Ê Watch out for unusual or different transactions – Know your business!

Ê Ask questions about the transactions to obtain more information – Know the consumer!

Ê Refuse the transaction if you observe behavioral clues such as those identified in this guide.

Ê Call the Fraud Reporting Hotline to help the consumer if you suspect they are being defrauded!

Ê Report any transactions you refused to pay to the Fraud Reporting Hotline: 1-800-448-1492.

tipS to help protect ageNtS aND WeSterN uNioN agaiNSt frauDAs a Western Union® Agent, it is also important to protect yourself and Western Union from people who may try to steal money from you or the Western Union money transfer system. Please review the following information and follow the instructions for every transaction.

telephoNe callS to aND from WeSterN uNioN

Western Union will call you to discuss money transfers and elements of your business as a Western Union Agent. However, Western Union will:

Ê NEVER call you to input a money transfer to correct a problem on a previously sent transaction for any reason.

Ê NEVER call you to input a money transfer to test the system for validation or any other computer or tele-communication problem.

Ê NEVER call you to pay out a money transfer.

Ê NEVER call you requesting confidential information.

Ê NEVER call to correct a duplicate payment or account-ing error.




In addition, you can protect against telephone fraud by taking the following precautions:

Ê Do not return/make a call to Western Union using a telephone number supplied by the caller. Only use the numbers provided in this Guide.

Ê Protect your telephone – contact your telephone service provider to password protect your telephone from being call forwarded or having additional features invoked on your service without your knowledge or permission.

Ê Be cautious of any incoming telephone calls from individuals claiming to be from your corporate office. Many fraudsters will use the name of a legitimate per-son within your company to convince you to enter a Western Union transaction into the system for training purposes or to test the system.

Ê NEVER enter a money transfer into the system with-out a consumer present and without collecting the correct transaction amount.

traNSactioNS - proper precautioNS

Ê Verify that you have received the proper amount of valid currency to cover the principal and fee before you send the transaction. Never send a money transfer without first collecting the money from Sender.

Ê Sender must be present. Never input a money trans-fer at the request of an incoming phone call.

Ê Western Union Customer Service Centers and Agents can make corrections to money transfer transactions (see instructions for making changes in the Correc-tions and Refunds sections of this Guide). Never re-enter a money transfer to make a correction.

Ê To detect internal or external fraud in a timely manner, ensure that you reconcile your Western Union business daily.

coNSumer behavior - proper precautioNS

Ê Conduct telephone transactions away from consum-ers to avoid consumer eavesdropping.

Ê NEVER discuss money transfers with anyone other than the Sender/Receiver or your Western Union representative.

Ê Be suspicious if prospective consumers stay near your transaction area and show an unusual interest in Send or Payout procedures.

Ê Insist that consumers complete all required sections on the Send and Receive money forms.

Ê Position the equipment so consumers cannot see what is on the PC screen. Be cautious if the consumer has a companion who tries to distract you or read the PC screen.

protectioN of fuNDS, accouNt Number, aND checKS.As a Western Union® Agent, you are responsible for all funds collected for Western Union transactions. Your Western Union Money Transfer® checks must be kept in a locked and secure area, preferably a safe. Your Agent account number should only be given to Western Union® personnel when you initiate a call to the Western Union Customer Service Center. If internal fraud is suspected, call the Fraud Reporting Hotline at 1-800-448-1492 for assistance.

Ê Only FLAs handling Western Union transactions should have access to your security information.

Ê If you have several FLAs handling Western Union transactions, always assign each of them their own unique password and Operator ID number.

Ê When you receive checks, carefully compare the check number with those stated on the shipping label. If any checks are missing, immediately call 1-800-354-0005, press 2, 2.

Ê When you sign on to the Western Union PC, be sure to look for and read the security tips and fraud warn-ings that are updated and posted on a regular basis.



Data protectioN practiceS Ê Only authorized workers shall have access to the

money transfer system to complete transactions or to fulfill obligations related to money transfers.

Ê All Western Union employees are issued picture identification. Do not allow a person who claims to be a Western Union Representative access to your operating area without first checking his/her identifi-cation. Call Western Union before allowing access to your operating area if you have any doubts about the authenticity of the ID presented.

Ê Immediately notify Western Union in writing or by telephone if you suspect that any consumer informa-tion (including data supplied by consumers and/or Western Union in connection with the transactions) or confidential information has been compromised or otherwise accessed in any unauthorized manner.

Ê Store completed Western Union Money Transfer® forms in a locked and secure area that can only be ac-cessed by authorized workers.

Ê Position the screen so that it limits the ability for view-ing of transaction data by the consumer.

Ê Establish written procedures that assist your autho-rized workers in the proper use of the money transfer system and protection of consumer data.

Ê Limit discussions regarding transactions to the con-sumer involved with the transaction and any autho-rized Western Union personnel required to perform the transaction.

Ê Limit the use of cellular and cordless telephones for transferring or communicating Western Union’s confidential information, i.e., account numbers, or information relative to consumers or money transfer transactions.

Data Security Ê Limit use of email or Internet browsing to only when

required for service or support of the money transfer machine.

Ê Use only secure connectivity for the POS application, which may include a VPN connection or dedicated connectivity as provided by Western Union.

Ê Where appropriate, install antivirus software, keep updated and activate daily scanning.

Ê Install network or application firewalls.

Ê Ensure that USB storage devices, flash drives, micro drives, CD ROM Drives and/or other recording devices are not utilized to remove sensitive data.

Ê Exceptions to the above policy must be provided to Western Union in writing by appropriate personnel and be approved.

Consumer Data Protection

All data you receive in connection with any Western Union® transaction is Western Union’s exclusive property. This data includes, without limit, all consumer information and/or Western Union supplied information in connection with the transaction (“Consumer Information”). In addition to those obligations set forth in your Western Union agreement, you must comply with the following requirements with respect to Consumer Information, including the document destruc-tion practices outlined in the Policies section of this guide.



preveNtioN Ê Keep interior and front and rear entrances well lit.

Ê Limit entrances and exits.

Ê Keep clutter from doors and windows, so you can see suspicious persons outside and police and passers-by can see inside.

Ê Ensure two FLAs are present at opening and closing times.

Ê Install video surveillance systems and a panic alarm.

Ê Keep “bait money” in cash drawers. Record the denomination, serial number and year of several tens and twenties (or country equivalent) and store sepa-rately from the cash drawer.

Ê Frequently transfer money from the register to a safe or the bank.

Ê Make bank trips unpredictable by varying routine. Se-lect several different routes and departure times. Do not carry deposit in bank bag! Utilize an attaché case, book bag or armored car service.

Ê Be alert for “consumers” who seem to be loitering or looking intently at store operations.

Ê Watch for suspicious persons outside your business – especially in parked cars and telephone booths. Call police to have him/her investigated.

What to Do DuriNg a robbery Ê Try to remain calm and obey the robber’s instructions.

Do not make any sudden moves and if you have to move or reach, tell the robber what you are doing. Do not resist!

Ê Most criminals who commit robberies do not harm the victim. But remember they are probably in a highly nervous or emotional state, acting out of desperation and easily provoked.

Ê While staying safe, obtain a description of the robber, his/her vehicle and direction of travel.

Ê Activate your panic alarm if you can do so secretly.

What to Do after a robbery Ê Administer first aid if needed and immediately call the

police/9-1-1 (or equivalent emergency services) even if you have activated the alarm. Follow dispatcher's instructions and advise of any injuries.

Ê Close and lock doors and isolate all areas where the robber made contact. Note anything the robber touched during the incident and make sure it is not touched until processed by the police.

Ê Ask all witnesses to stay until police arrive. If they cannot stay, obtain names, addresses and telephone numbers.

Ê Do not discuss the details of the robbery with wit-nesses or fellow employees.

Ê Make notes about robber’s appearance, speech and mannerisms.

Ê When police arrive, step outside the location so that they know the robber is gone and you are safe.

Ê Let the police answer any inquiries from the media. Direct all Western Union® inquiries to Western Union Media Relations at 720-332-1000, ext. #5, or call your Western Union field representative.

Ê Do not discuss the amount taken with anyone other than the police or the appropriate person within your own business or company.

Ê Follow your company's internal policies and notification procedures.

Ê Contact the Western Union Fraud Reporting Hotline at 1-800-448-1492 as soon as possible to report incident to include information on stolen funds, checks and money orders.

Robbery is an inherent risk associated with any financial services business. Therefore, it is important for businesses to identify possible vulnerabilities and establish policies and procedures for FLAs to follow should a robbery occur. The following information may be used to help you establish your own program in consultation with your internal security staff and local police. These lists are not intended to identify all steps you may wish to take to address robbery risks.

Robbery Awareness


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE Trouble-1

Troubleshooting Connectivity Issues

iSSue: blaNK ScreeN The screen is entirely blank with no text of any kind on the screen. The agent has already pressed the Esc key on the keyboard.

reSolutioN:1. Is there a power light on the monitor? If no, continue

with step 2, if yes, go to step 6.

2. Check the power cord at the monitor by physically pushing the plug into the socket of the monitor.

3. If the CPU has power, turn it off and swap the power cords between the monitor and CPU. Turn them both on. If the monitor still does not power up, contact Tech Support. If the monitor powers up, but the CPU does not, continue with step 4.

4. Turn the CPU off again and move the CPU power cord to a different socket of the surge protector. Turn it on. If the CPU powers up, replace the surge protector (contact Tech Support at 800-354-0005 option 1,1,3)

5. Does the CPU have power? If no, continue with step 7. If yes, go to step 9.

6. Turn the CPU off and physically push the cord into the CPU and try to power it on.

7. If the monitor has power, swap the power cords be-tween the monitor and CPU. Turn the CPU on.

� If the monitor powers up and the CPU does not, replace the CPU (Contact Tech Support).

� If the CPU powers up and the monitor does not, move the monitor power cord to a different socket in the surge protector, and turn it on.

� If the CPU powers up, replace the surge protec-tor. If it does not, replace the power cord (contact Tech Support).

8. Make sure the brightness and contrast controls are approximately in the center.

9. Verify that the video cable is firmly connected to the CPU and reboot the PC.

10. If you still do not have an image after approximately 30 seconds, contact Tech Support.

iSSue: coNNecteD to iDxxxx

Error message: Failed to Connect, etc. Troubleshoot IP connection issue. TCPIP.

reSolutioN:1. Reboot the PC and test the connection again. If it still

fails to connect continue steps below:

2. Verify physical connections. Make sure that the PC is connected properly from the back of the computer to the router/network drop. Disconnect and reconnect network cable on both the PC and router/drop. Test connection. If it fails, continue to next step.

3. Verify NBGate launched and remained present. If NBGate does not launch upon reboot follow the steps below:

� Click on Start/Programs/Startup.

� Click on Shortcut to NBGate.

� If it the this does not correct the error, contact Tech Support.

iSSue: priNter KeepS priNtiNgreSolutioN:1. Clear the printer memory and print queue.

� To clear the memory on the printer, reset it.

� To clear the print queue:, disconnect the printer cable from the CPU.

2. Reboot the CPU. When the CPU boots up, without a printer connected, the computer should delete any-thing that it has saved for the printer.

3. Once the computer gets completely booted up, recon-nect the cable.

This section covers some of the most common issues regarding PC connectivity. This includes working with peripheral equipment such as printers. Note that for other equipment issues you may contact Western Union® Tech Support hotline at 1-800-354-0005 options 1, 1, 3.


westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE Trouble-2

Troubleshooting Connectivity Issues

iSSue: uNable to coNNect to the iNterNet (iNDepeNDeNt locatioNS)reSolutioN:If you are not able to connect to the internet on any of your locations' PCs, it is an issue with your connection and you should contact your ISP (Internet Service Provider). If the issue is just with the Western Union® PC please follow the steps below.

1. Shutdown the CPU.

2. Disconnect network cable from the CPU and router/modem.

3. Reconnect network cable to the CPU and router/mo-dem.

4. If possible turn the modem off.

5. Wait 30 seconds and turn the modem back on.

6. Wait for all lights on the modem to be green.

7. Turn the CPU back on.

8. Open the Western Union TranslinkTM application.

9. Sign on. You should see "Awaiting Host Response" fol-lowed by "All databases are up to date".

10. If you do not get all databases are up to date there should be an error message. Write the error message down and contact Western Union Tech Support at 1-800-354-0005 option 1, 1, 3.

iSSue: uNable to coNNect to the iNterNet (NetWorK locatioNS)reSolutioN:If you are not able to connect to the internet on any of your locations' PCs, it is an issue with your connection and you should contact your Network Help Desk. If the issue is just with the Western Union® PC please follow the steps below.

1. Shutdown the CPU.

2. Disconnect network cable from the CPU and router/modem.

3. Reconnect network cable to the CPU and router/mo-dem.




7. If you do not get all databases are up to date there should be an error message. Write the error message down and contact Western Union Tech Support at 1-800-354-0005 option 1, 1, 3. Wait 30 seconds and turn the modem back on.

8. Wait for all lights on the modem to be green.




12. If you do not see "All databases are up to date" there should be an error message. Write the error message down and contact Western Union Tech Support at 1-800-354-0005 option 1, 1, 3.

western union money transfer sm · loyalty card program (see page loyalty-1) mandatory password...

Documents