We're removing the need for a Refund PIN when customers request a refund at a Ria store or agency.
Why are we making this change?
Customers currently need to receive a Refund PIN via SMS to get their refund. This can mean that the process is slow and cumbersome for agents and customers.
By removing this requirement, we're simplifying the process and making it more efficient for everyone. How will the new refund process work?
This is how the new simplified process works:
- Open FXOnline and check that the order shows as Ready for Refund
- Next, enter the order number (order PIN) and click Search to find the transfer
- Verify the customer's identity as normal and click Refund
- The system will generate the refund receipt
When will this process come into effect?
We'll be rolling this process out gradually between November 2023 and January 2024.