Product 398 details (1)

Western Union®
MoneyTransfer SM
Agent Reference Guide
Canada Agents
Agent Reference Guide: Canada Agents • MoneyTransfer • 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:
ÊÊ Phone directory of key Western Union contacts.
ÊÊ 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-1
Introduction Welcome-1
The Consumer Experience ConsExp-1
First Impressions Are Important ConsExp-1
There Is Never Enough Time in the Day ConsExp-1
Making Good Eye Contact ConsExp-1
What’s in a Name? ConsExp-1
Effective Listening ConsExp-1
Consistency ConsExp-1
The Sound of Good Communication ConsExp-1
Know the Western Union Business ConsExp-1
Keep Them Coming Back ConsExp-1
The Words We Use ConsExp-1
Customer Satisfaction Flow - Consumer Experience in Action! ConsExp-2
Western Union®
Telephone Directory Phone-1
Agent Assistance Phone-1
Customer Service Phone-1
Foreign Language Lines Phone-1
Western Union Money Transfer®
Key Policies Policy-1
Acceptance of Funds Policy-1
Information and Identification Requirements Policy-1
Acceptable Types of Identification Policy-1
Consumer Data Privacy Policy-1
Remittance of Western Union Funds Policy-1
Retention of Transaction Records Policy-2
Destruction of Transaction Records Policy-2
Fee Schedule Policy-2
Anti-Gaming Policy Policy-2
Production Orders and Search and Seizure Warrants Policy-2
Corrections and Refunds Policy-3
Compliance Issues Policy-3
Reporting Requirements Policy-3
Large Cash Transaction Report (LCTR) Policy-3
Suspicious Transaction Report (STR) Policy-3
Send Transactions MTSend-1
Promotion Codes MTSend-1
Formless Transactions MTSend-1
Domestic and International MTSend-2
Western Union Quick Collect®
Service MTSend-2
Western Union®
Loyalty Program Loyalty-1
What is the Western Union Preferred Customer Program? Loyalty-1
Formless Transactions Loyalty-1

westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE iv
Contents
Payouts Payout-1
Agent Locator Payout-1
Checkless (Cash) Payout Payout-1
Corrections and Refunds CorRef-1
How To Process a Western Union Money Transfer®
Correction CorRef-1
Administrative Functions Admin-1
Western Union Money Transfer Reports Admin-1
Transaction Log Admin-1
Activity Report Admin-1
Ordering Supplies Admin-1
Password Administration Passwrd-1
Assigning and Maintaining User Passwords Passwrd-1
Mandatory Password Requirements Passwrd-1
Password Administration Levels Passwrd-1
Agent Support AgtSup-1
Customer Service Centers (CSCs) AgtSup-1
Language Capabilities AgtSup-1
Agent Support Services AgtSup-1
Agent Start-Up Kit AgtSup-1
Training AgtSup-1
Visits AgtSup-1
Merchandising AgtSup-1
Technical Support AgtSup-1
Compliance Reviews AgtSup-2
Interior Signage AgtSup-2
Point-of-Sale Merchandising AgtSup-2
Multi-Cultural Point-of-Sale Merchandising AgtSup-2
Exterior Signs AgtSup-2
Connections AgtSup-2
Messages Sent to Agents Via PC Updates AgtSup-2
Loyalty Card Program AgtSup-2
Security and Fraud Prevention SecFrd-1
Preventing Consumer and Agent Fraud SecFrd-1
Checklist of What Agents Can do to Prevent Consumer and Agent Fraud SecFrd-2
Common Consumer Fraud Schemes SecFrd-3
Online/Internet Auction Scams SecFrd-3
Lottery, Sweepstakes or Prize Scams SecFrd-3
Mystery Shopper SecFrd-3
Financial Agent or Manager SecFrd-3
Online Personal Relationships SecFrd-3
Advanced Fee Fraud (Loan, Credit Card or Grant Fraud) SecFrd-3
Grandparent Fraud SecFrd-3
Fake Check Fraud SecFrd-4
Foreign Official or Citizen Needing HelpMoving Money out of Their Country SecFrd-4
Job Offer Fraud SecFrd-4
Emergency Needs Fraud SecFrd-4

westernunion.ca © 2009 - 2011 Western Union Holdings, Inc. All Rights Reserved. CONFIDENTIAL. Rev. 12/05/11 ERGCDARGE v
Contents
Security and Fraud Prevention (continued) SecFrd-4
Tips for Spotting Consumer Fraud SecFrd-5
Consumers Are at Personal Financial Risk SecFrd-5
Fraudsters Misrepresent Western Union® Services SecFrd-5
Consumers Are Told to Keep Type of Transaction a Secret SecFrd-5
Consumers May Seem Unusually Excited or Cautious SecFrd-5
Consumers May Send Money with Unusual Frequency SecFrd-6
Recipient’s Name Raises a Concern SecFrd-6
Steps to Take If You Suspect Consumer Fraud SecFrd-6
Tips to Help Prevent Paying Out to Fraudsters SecFrd-6
Use Consumer's Identification to Help Prevent Fraud SecFrd-7
Actions You Can Take to Help Prevent Consumer Fraud SecFrd-8
Tips to Help Protect Agents and Western Union against Fraud SecFrd-8
Telephone Calls to and from Western Union SecFrd-8
Transactions - Proper Precautions SecFrd-9
Consumer Behavior - Proper Precautions SecFrd-9
Protection of Funds, Account Number, and Checks. SecFrd-9
Consumer Data Protection SecFrd-10
Data Protection Practices SecFrd-10
Data Security SecFrd-10
Robbery Awareness SecFrd-11
Prevention SecFrd-11
What to Do During a Robbery SecFrd-11
What to Do After a Robbery SecFrd-11
Troubleshooting Connectivity Issues Trouble-1
Issue: Blank Screen Trouble-1
Issue: Connected To IDxxxx Trouble-1
Issue: Printer Keeps Printing Trouble-1
Issue: Unable to Connect to the Internet (Independent Locations) Trouble-2
Issue: 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.
Introduction
This 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:
ÊÊ An Agent information organizer.
ÊÊ A general resource and reference guide for
Western Union services.
ÊÊ 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 ofWestern 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 Important
This 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
Day
Acknowledging 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 Contact
Making 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 Listening
Developing 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 Communication
Showing 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 Business
Agent FLA knowledge of Western Union services ensures
you can help consumers recognize the value of doing
business at your Agent location.
Keep Them Coming Back
Many 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 Use
The 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 Experience
Customer Satisfaction Flow - Consumer Experience in Action!
Consumer Finds
Your Location.
• Are your signs in good shape?
1
2 Consumer Finds
Transaction Area
and Fills Out form.
• Is your Western Union forms
area easy to locate?
• Is your forms area clean
and well organized?
5
Check for 100%
Accuracy on Form!
• Spelling errors are the #1
problem that consumers experience.
3
BEGIN
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.
APPRECIATEYOUR 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.
4 New 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 Directory
Agent 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 CanadaReportReferral@westernunion.com
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 MoneyTransfer®
Key Policies
Acceptance of Funds
Acceptance 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
Requirements
Western 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:
ÊÊ Government-issued
ÊÊ Current (not expired)
ÊÊ Photo of the person conducting the transaction
Acceptable forms of ID generally include:
ÊÊ Driver’s license
ÊÊ Province of Quebec issued Health Insurance Card (if
offered by consumer)
ÊÊ Passport
ÊÊ 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 Privacy
Daily observance of consumer privacy is very important.
As a Western Union Agent, you must protect consumer
information. To do so you need to:
ÊÊ Protect and secure access to the money transfer terminal.
ÊÊ Limit access to the money transfer terminal and re-
cords to authorized personnel.
ÊÊ Store all completed forms and receipts in a secure
location.
ÊÊ 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.
ÊÊ If you are using third parties to destroy or store per-
sonal information, please ensure they properly destroy
or store such information.
ÊÊ 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 Funds
Carefully 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.

Key Policies
Retention of Transaction Records
All 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:
ÊÊ Copies of all Suspicious Transaction Report (STR) refer-
rals and supporting documents for both Money Order
and Money Transfer referrals
ÊÊ Documentation of compliance training
ÊÊ 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.
ÊÊ 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 Records
Once 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 Schedule
Western Union Fee Schedules are updated regularly;
Agents can look up fees on the Western Union computer
terminal.
Anti-Gaming Policy
Western 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 Warrants
Agent 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.

Key Policies
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 Issues
All 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 Requirements
Western 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).
ÊÊ 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.
ÊÊ 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?
ÊÊ 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.
ÊÊ 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
SendTransactions
For step-by-step instructions
for Send transactions, go to
your Western Union software's
HELP section.
Promotion Codes
Western 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 Transactions
Preferred 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
SendTransactions
Domestic and International
Domestic 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:
ÊÊ 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.
ÊÊ The regulations for Do-
mestic Money Transfer
also apply to Internation-
al Money Transfer.
ÊÊ 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®
Service
The 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 en
dollars en mots
Company name / Nom de l'entreprise
Not to exceed CAD $5,000
Dollar 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 Number
Numéro 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)
Number
Numéro
Sender's address
Adresse de l'expéditeur
Sender's account number with company
Numéro de compte de l'expéditeur avec la compagnie
Attention:
À l'attention de :
Customer's signature
Signature du client
Operator number
Agency
Agence
Time
Heure
Date
Date
Sent time
Heure
de l'envoi
Date
Date
Number
Numéro
I.D. Type
Type d'ID
Amount
Montant
Occupation
Occupation
Charge
Frais
Tax
Taxe
Agent's
signature
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 dollars
n'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 total
reçu
Signature
de l'agent
Place of
issuance
Lieu
d'émission
/ /
Sender date of birth
Date de naissance
de l'expéditeur
Apt # / App.
7427G
*EN PLUS DES FRAIS DE TRANSFERT, WESTERN UNION ET SES AGENTS TIRENT ÉGALEMENT UN REVENU DE
L’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 Send transactions, go to
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 Transactions
Preferred 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 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
Payouts
Agent Locator
Your 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 Payout transactions, go to
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:
ÊÊ Sender name
ÊÊ Receiver name
ÊÊ Add a test question
ÊÊ 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:
ÊÊ You make a correction or change to a money transfer.
ÊÊ 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®
Correction
If 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 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
Reports
There 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 Supplies
Agents 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 Administrative Functions,

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:
ÊÊ Minimum 8 characters and maximum of 12 characters,
and includes 1 numeric character.
ÊÊ Change password every 90 days.
ÊÊ Passwords are case sensitive.
ÊÊ Cannot use previous passwords.
ÊÊ System will lock you out if you do not change your
password in a 180 day period.
ÊÊ 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.
ÊÊ 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:
ÊÊ View - Displays the names and access rights of
operators in a list.
ÊÊ Cancel - Returns to the Tools / Admin Menu 2 of 2.
ÊÊ Reset - Clears the dialog box.
ÊÊ Help - Displays the Help Index for Security.
Assigning and Maintaining User Passwords
Features 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 Password Administration,

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.
ÊÊ Amharic (Ethiopia)
ÊÊ Arabic
ÊÊ Chinese
ÊÊ Creole (Haiti)
ÊÊ French
ÊÊ Hindi/Urdu/Punjabi (India)
ÊÊ Korean
ÊÊ Polish
ÊÊ Portuguese
ÊÊ Romanian
ÊÊ Russian
ÊÊ Serbo-Croatian
ÊÊ Spanish
ÊÊ Tagalog (Philippines)
ÊÊ Thai
ÊÊ Ukrainian
ÊÊ Vietnamese
Agent Support Services
Western 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.
ÊÊ Transaction service area. Use the transaction service
area to encourage consumers to take advantage of
promotions and cross-sell other Western Union ser-
vices.
ÊÊ 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:
ÊÊ Interior illuminated signs
ÊÊ 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:
ÊÊ Software changes
ÊÊ Compliance information
ÊÊ Potential fraudulent activity
ÊÊ 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
Fraud
Agents 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:
ÊÊ Checklist of What Agents Can Do to Prevent
Consumer and Agent Fraud
ÊÊ Common Consumer Fraud Schemes
ÊÊ Tips for Spotting Consumer Fraud
ÊÊ Steps to Take if You Suspect Consumer Fraud
ÊÊ Tips to Help Prevent Paying Out to Fraudsters
ÊÊ Use Consumer’s Identification to Help Prevent Fraud
ÊÊ Actions You Can Take to Help Prevent Consumer Fraud
ÊÊ Tips to Protect Agents and Western Union against
Fraud
ÊÊ Consumer Data Protection
ÊÊ 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 Fraud
Please review all of the contents listed below that arrive in
your Western Union®
Agent Fraud Kit.
ÊÊ 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.
ÊÊ Display the Western Union Consumer Fraud Preven-
tion Poster to alert your consumers and FLAs to avoid
key fraud schemes.
ÊÊ 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.
ÊÊ Review Western Union’sTips for Spotting Consumer
Fraud in this document, for suggestions on what you
and your FLAs can do to help prevent the fraud from
occurring.
ÊÊ Review Western Union’s Tips to Help Prevent Paying
Out
to Fraudsters in this document.
ÊÊ 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.
ÊÊ 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.
ÊÊ Review and incorporate into your everyday business
practices the Western UnionTips 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.
ÊÊ 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
ÊÊ Unsolicited email or job posting for a Financial Man-
ager or Agent.
ÊÊ Recruiting company is expanding and requires a citi-
zen to receive and process payments for product or
service.
ÊÊ Consumer is required to receive “payments” directly
into their bank account or checks/money orders via
the mail for deposit.
ÊÊ Consumer usually receives instructions to send a
specific amount, to their “new” employer, less a 10 to
20% fee, via a money transfer service.
ÊÊ Funds are either unauthorized withdrawals from a
bank account or the deposited checks/money orders
are counterfeit.
ÊÊ 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
ÊÊ Consumer receives email, fax or letter from foreign
national seeking help.
ÊÊ Scammer wants to move large amounts of funds out
of their country and offers the consumer a percentage
of the principal.
ÊÊ 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 Fraud
Be 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
ÊÊ Consumers are told they first must send cash to
receive a "guaranteed" credit card, merchandise or
prize.
ÊÊ Consumers are told they must immediately send
money via wire transfer.
ÊÊ Consumers are sending money to persons they do not
know or have never met.
ÊÊ Consumers that regularly send money may suddenly
alter their pattern of sending money if being duped by
a fraudster.
ÊÊ Consumers receives a counterfeit check and can be
held liable by their financial institution when it does
not clear.
ÊÊ Use of fictitious names by consumers may prevent
refund of unpaid transactions.
Fraudsters Misrepresent Western Union®
Services
ÊÊ 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.
ÊÊ 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.
ÊÊ 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:
ÊÊ Western Union might charge higher fees.
ÊÊ Government might tax their overseas sweepstakes
award.
ÊÊ Robbers could target them if word gets out in the
community.
Consumers May Seem Unusually Excited
or Cautious
ÊÊ Believe they will get something of great value soon
(excitement, anticipation).
ÊÊ Believe they must follow scammers’ instructions to
the letter.
ÊÊ Often put special handling or pick-up instructions on
"To Send Money" form.
ÊÊ May ask that Western Union hold transfer until they
receive something.
ÊÊ May initiate conversations about transaction numbers
or test questions (scammers tell their victims to make
sure they obtain this information).
ÊÊ 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
ÊÊ Once a consumer has fallen for fraud, the fraudster
will target them repeatedly, resulting in the consumer
sending money with unusual frequency patterns.
ÊÊ Consumer may use several fictitious names or ask
others in line to send transaction on their behalf.
ÊÊ 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
ÊÊ Scammers may ask consumer to list a famous person
or fictional character as the recipient.
ÊÊ Scammers may ask consumer to change recipient’s
name after transaction is initiated.
ÊÊ Scammers may ask consumer to list a relative’s name
or even place the transaction in their own name.
ÊÊ The consumer may appear to be thinking up a name.
ÊÊ Sender and Receiver have the same name.
Steps to Take If You Suspect
Consumer Fraud
Talk to the consumer:
ÊÊ Inform the consumer that "the transaction appears to
be unusual."
ÊÊ 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.
ÊÊ 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
ÊÊ 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).
ÊÊ 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".
ÊÊ If Receiver does not have all the information – do
not pay the money transfer!
ÊÊ 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.
ÊÊ Closely examine identification presented to ensure
it matches the Receiver name and has not expired.
Document the issuing country; identification type and
number accordingly.
ÊÊ Ask the Receiver if they have the MTCN and search
for the transactions using the MTCN.
ÊÊ 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.
ÊÊ Be alert to transactions where the Receiver comes in
at different times and uses different names.

DO NOT PAY OUT A MONEYTRANSFER IF:
ÊÊ 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.
ÊÊ 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.
ÊÊ 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 Fraud
For 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):
ÊÊ Name
ÊÊ Address
ÊÊ 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):
ÊÊ Date of birth
ÊÊ Country of birth
ÊÊ 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.
ÊÊ 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.
ÊÊ 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
ÊÊ Pay attention to the behavior of consumers/Receivers
in your location – Be aware!
ÊÊ Watch out for unusual or different transactions – Know
your business!
ÊÊ Ask questions about the transactions to obtain more
information – Know the consumer!
ÊÊ Refuse the transaction if you observe behavioral clues
such as those identified in this guide.
ÊÊ Call the Fraud Reporting Hotline to help the consumer
if you suspect they are being defrauded!
ÊÊ 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 Fraud
As 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:
ÊÊ NEVER call you to input a money transfer to correct
a problem on a previously sent transaction for any
reason.
ÊÊ NEVER call you to input a money transfer to test the
system for validation or any other computer or tele-
communication problem.
ÊÊ NEVER call you to pay out a money transfer.
ÊÊ NEVER call you requesting confidential information.
ÊÊ NEVER call to correct a duplicate payment or account-
ing error.

In addition, you can protect against telephone fraud by
taking the following precautions:
ÊÊ 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.
ÊÊ 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.
ÊÊ 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.
ÊÊ NEVER enter a money transfer into the system with-
out a consumer present and without collecting the
correct transaction amount.
Transactions - Proper Precautions
ÊÊ 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.
ÊÊ Sender must be present. Never input a money trans-
fer at the request of an incoming phone call.
ÊÊ 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.
ÊÊ To detect internal or external fraud in a timely manner,
ensure that you reconcile your Western Union
business daily.
Consumer Behavior - Proper Precautions
ÊÊ Conduct telephone transactions away from consum-
ers to avoid consumer eavesdropping.
ÊÊ NEVER discuss money transfers with anyone other
than the Sender/Receiver or your
Western Union representative.
ÊÊ Be suspicious if prospective consumers stay near your
transaction area and show an unusual interest in Send
or Payout procedures.
ÊÊ Insist that consumers complete all required sections
on the Send and Receive money forms.
ÊÊ 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.
ÊÊ Only FLAs handling Western Union transactions should
have access to your security information.
ÊÊ If you have several FLAs handling
Western Union transactions, always assign each of
them their own unique password and Operator ID
number.
ÊÊ 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.
ÊÊ 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
ÊÊ Only authorized workers shall have access to the
money transfer system to complete transactions or to
fulfill obligations related to money transfers.
ÊÊ 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.
ÊÊ 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.
ÊÊ Store completed Western Union Money Transfer®
forms in a locked and secure area that can only be ac-
cessed by authorized workers.
ÊÊ Position the screen so that it limits the ability for view-
ing of transaction data by the consumer.
ÊÊ Establish written procedures that assist your autho-
rized workers in the proper use of the money transfer
system and protection of consumer data.
ÊÊ Limit discussions regarding transactions to the con-
sumer involved with the transaction and any autho-
rized Western Union personnel required to perform
the transaction.
ÊÊ 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
ÊÊ Limit use of email or Internet browsing to only when
required for service or support of the money transfer
machine.
ÊÊ Use only secure connectivity for the POS application,
which may include a VPN connection or dedicated
connectivity as provided by Western Union.
ÊÊ Where appropriate, install antivirus software, keep
updated and activate daily scanning.
ÊÊ Install network or application firewalls.
ÊÊ Ensure that USB storage devices, flash drives, micro
drives, CD ROM Drives and/or other recording devices
are not utilized to remove sensitive data.
ÊÊ 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
ÊÊ Keep interior and front and rear entrances well lit.
ÊÊ Limit entrances and exits.
ÊÊ Keep clutter from doors and windows, so you can see
suspicious persons outside and police and passers-by
can see inside.
ÊÊ Ensure two FLAs are present at opening and closing
times.
ÊÊ Install video surveillance systems and a panic alarm.
ÊÊ 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.
ÊÊ Frequently transfer money from the register to a safe
or the bank.
ÊÊ 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.
ÊÊ Be alert for “consumers” who seem to be loitering or
looking intently at store operations.
ÊÊ 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
ÊÊ 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!
ÊÊ 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.
ÊÊ While staying safe, obtain a description of the robber,
his/her vehicle and direction of travel.
ÊÊ Activate your panic alarm if you can do so secretly.
What to Do After a Robbery
ÊÊ 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.
ÊÊ 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.
ÊÊ Ask all witnesses to stay until police arrive. If they
cannot stay, obtain names, addresses and telephone
numbers.
ÊÊ Do not discuss the details of the robbery with wit-
nesses or fellow employees.
ÊÊ Make notes about robber’s appearance, speech and
mannerisms.
ÊÊ When police arrive, step outside the location so that
they know the robber is gone and you are safe.
ÊÊ 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.
ÊÊ Do not discuss the amount taken with anyone other
than the police or the appropriate person within your
own business or company.
ÊÊ Follow your company's internal policies and notification
procedures.
ÊÊ 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 Printing
Resolution:
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.
application.
7. If you do not get all databases are up to date there
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.
application.
12. If you do not see "All databases are up to date" there
1-800-354-0005 option 1, 1, 3.

Product 398 details (1)

Recommended

Recommended

More Related Content

Similar to Product 398 details (1)

Similar to Product 398 details (1) (20)

Recently uploaded

Recently uploaded (20)

Product 398 details (1)