FX Online · Care Agent

Horizontal trackers per scenario — Normal, Pre-Sent delay, Post-Sent delay.

Console
Order #
us100000001
Recipient
Carlos R.
Amount
$187.00 · 757,350 COP
Corridor / Delivery
USA → Colombia · Bank Deposit

Normal scenario

Happy path
  1. Transfer was submitted
    Aug 4, 11:48 PM
  2. The money is on its way
    Aug 5, 12:48 AM
  3. Transfer received by partner
    Aug 5, 02:48 AM
  4. Transfer was paid out
    Jul 20, 04:00 PM

Pre-Sent delay

Sub-status replaces step 2 — 'Updating availability time'

Pre-Sent
We are updating the availability time. No need to contact us — we are working on it. Estimated time for availability: Jul 20, 09:00 PM.
  1. Transfer was submitted
    Aug 4, 11:48 PM
  2. Updating availability time
    New ETA Jul 20, 09:00 PM
  3. Transfer received by partner
  4. Transfer was paid out

Post-Sent delay

Sub-status replaces step 3 — 'Updating time for deposit'

Post-Sent
We are updating the time for deposit. No need to contact us — we are working on it. Estimated time for payment: Jul 20, 09:00 PM.
  1. Transfer was submitted
    Aug 4, 11:48 PM
  2. The money is on its way
    Aug 5, 12:48 AM
  3. Updating time for deposit
    New ETA Jul 20, 09:00 PM
  4. Transfer was paid out

Talking points for this call

  • Confirm sub-status: Updating time for deposit.
  • Quote new ETA: Jul 20, 09:00 PM.
  • B&M order — confirm whether the customer received the SMS.
  • Do not commit to faster resolution than the issue's estimate.
See what the customer sees in the Digital App