Online International Remittance (OIR) FAQs

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1 Online International Remittance (OIR) FAQs 1. When Energy CU members see that Interac e-transfer logo, they may expect to be able to send an international e-transfer from their account to a recipient account. Are there plans for this in the future? Yes, Western Union has stated that this will be a future feature for Online International Remittance (OIR). 2. How will OIR transaction limits compare to current Interac e-transfer limits? For OIR, the global transaction limits in CAD for conducting send transactions are as follows: transaction maximum value: $ daily maximum value: $ weekly maximum value: $2, monthly maximum value: $6, Global transaction limits for receiving OIR transactions are the same amounts as above. 3. How can Energy CU members view their OIR transactions? Energy CU members will be able to view OIR transactions in their account history or on their statements, as these transactions will show up either as bill payments or as standard Interac e- Transfers. 4. Are there limits to the OIR transaction values being sent? The value limit of a single OIR transaction is $ CAD. 5. Is it possible for Energy CU members to conduct investigations on claims of non-receipt of funds? Energy CU members will work with their credit union for investigations into their OIR transactions.

2 6. Is the delay between the time an OIR transaction is sent and the time an OIR transaction is processed due to security? Yes, the time delay is for security purposes. OIR transfers are subject to a 30-minute hold to enable fraud analysis by Interac Association / Acxsys Corporation or the Energy CU. During the hold period, the recipient will not be able to pick up the remittance. Once the 30 minutes have elapsed, the transfer will be available for pick up by the recipient (unless the transfer has been suspended in the interim for Western Union / Acxsys / Energy CU fraud analysis). 7. Do the OIR user transaction fees change? OIR transaction fees are set by Western Union and are subject to change. Currently the Western Union transaction fee for an Energy CU member sending an OIR transaction is $9 CAD plus 1% of the principal amount being sent. 8. Isn t Interac e-transfer less expensive and more convenient for Energy CU members within Canada? The prime value of OIR is the cost-effectiveness and convenience it offers to Energy CU members that want to transfer funds to an international recipient or receive funds from an international sender. The Interac e-transfer service can only be used for domestic transfers. 9. How are currency exchange rates established? Are they set once a day or are they obtained from a live market that moves throughout the day? Currency exchange rates are set by Western Union from a live market that moves throughout the day. 10. How are OIR money transfers picked up or paid out? In Canada, where this process has been defined within Interac Association / Acxsys Corporation services, the funds can be picked up online and deposited direct to account or can be picked up as cash from a Western Union office. If funds are sent to a destination outside of Canada, the funds will be picked up in cash from a Western Union office. In the future, funds sent to a destination outside of Canada, having the funds received online and deposited direct to account is planned by Western Union.

3 11. With the international money transfers going through Western Union, how does a member provide the information to Western Union as to whom the money is to go to? When Western Union receives the funds how do they ensure that funds are given to the person they were intended for? The information collected in MemberDirect s OIR process will be the same as that collected by a Western Union office. The primary key to picking up the funds is the Money Transfer Control Number (MTCN) that is issued to the sender. The sender will transmit the MTCN to the recipient in a secure manner. 12. What security measures are in please to ensure the OIR transfer is picked up by the correct person? Control Number (MTCN) and, if required, a security question and answer to ensure only the intended recipient receives the money; encryption technology using a 128-bit browser encryption. Interac will conduct real-time fraud scoring for outbound transactions and suspend highrisk transactions to prevent fraudulent pick-up of funds. 13. During the send process can you display the type of Foreign Exchange (e.g. EUROs 1.96)? Yes. There are two ways of doing this showing both the source amount (which is always in Canadian dollars) and the amount in the destination currency: set the amount to be sent in Canadian dollars, which will show the equivalent amount in the destination currency or set the amount to be sent in the destination currency. In both cases the amount in the destination and source currencies are shown as well as the exchange rate being employed in the calculation. 14. Can Energy CU members store recipient details for reuse, including currency and amount? Energy CU members can store information about the recipient just as they do for Interac e- Transfers (recipient name and other details are held at Interac). However, transaction amounts and currencies are not stored and must be entered during the send process. The source currency is always Canadian, and the destination currency is always the currency of the destination country. 15. Can an Energy CU member set up scheduled transfers (e.g. weekly, bi-weekly and monthly)? No. The OIR Send and Receive processes are immediate. There is no capability to schedule transactions.

4 16. Energy CU members may want to send funds as whole number (e.g. no cents). Is this possible? The transaction amount can be set in whole numbers (either in the source or the destination currency). For example, either the amount could be sent as $ CAD (source currency) resulting in some fractional amount in the destination currency (e.g EURO) or the amount could be set as 100 EURO (destination currency) requiring an expenditure of $ CAD (source currency). 17. If an OIR is cancelled is a different exchange rate used? If a sent OIR transaction is cancelled by a member request, a MSR, a Fraud Officer or by the system expiry process, then Western Union will return only the principal amount to the originating financial institution. The exchange rate is set by Western Union and the rate used will be the rate that is in effect when the funds are returned to the member. 18. What types of international remittances are in the OIR? Account-to-cash send: Energy CU members will be able to send OIR transactions from their account to a recipient who will be able to receive them as cash from a Western Union agent location. Direct deposit receive: Energy CU members will be able to receive OIR transactions from Western Union and deposit them directly into their account, regardless of how and where the transfer was initiated. 19. Is the OIR transfer fee part of the Western Union transaction limits? No. The fee amount is calculated based on the amount of the transfer and it is not included as part of the limits set by Western Union. The limits apply to principal amounts only. 20. What specific customer information is sent to Western Union as part of an OIR transfer? During the setup and send process for an OIR transfer, the following sender information is passed to Western Union: Account name as provided by the banking system Address, including city, province, country and postal code and/or cell phone number

5 Notification preference: , SMS or and SMS Language preference Account number that the funds are coming from: Route/Transit/Account in CPA format Account holder s first and last name Machine IP address Debit card number Recipient information as entered by the sender 21. How does fraud detection for OIR transfers work when Interac and Western Union are involved? The following information is from Western Union and Interac: Western Union and Interac/Acxsys ABMT service comes with extensive set of fraud management controls and tools to effectively mitigate fraud risks for participating financial institution. Western Union provides comprehensive consumer fraud protection and education. Interac/Acxsys employs a centralized fraud management solution to complement fraud monitoring by the financial institution. Interac/Acxsys real-time transaction fraud risk evaluation and decision making enables effective balance between fraud loss avoidance and member impact. Western Union provides monitoring and support for AML compliance and enforcement. The Interac/Acxsys real-time fraud detection system is integrated into the service and provides a robust layer of protection to complement participants proprietary fraud management efforts. The Risk and Fraud Management team at Western Union assists and supports financial institutions and Interac with fraud indicators, data analysis and risk intelligence, and guidance on layers of fraud control and phishing/account takeover mitigation measures. 22. Can Energy CU members register their so that they can receive deposits automatically into their Energy CU account? Energy CU members can register for Autodeposit for the first transaction after providing an address and account. 23. Can Energy CU members review the s that they have registered for Autodeposit? If you click on the Autodeposit link within the they should be able to see all s registered for Autodeposit. 24. Can Energy CU members change the account to which an Autodeposit is registered? Yes, members just need to click on the edit icon to update details.

6 25. Can Energy CU members cancel an OIR transfer after it is sent? Only if a transfer is still pending can it be cancelled, and the funds credited back to the member s account.

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