Frequently Asked Questions

Money Orders are anonymous products, neither our customer service team nor the store where it was purchased is able to verify the money order details without proof of purchase. Each Money Order includes a detachable receipt and/or top when money order is not given, specifically for your records that is required for a refund request. If you plan to mail the Money Order to your receiver as payment, it’s important to keep that receipt—it serves as the only proof of purchase and tracking.

You may still submit a Money Order refund request if you possess other proof of purchase, such as a store receipt with a police report. However, please be aware that the review process may take longer.

No, if you purchase a money order in the US, you can only cash it there.

No, money orders do not have an expiration date. However, depending on the state of purchase, if you do not use or cash the money order within 1-3 years of the purchase date, a non-refundable service charge will be deducted from the principal amount according to the terms conditions of the money order.

You can find the terms and conditions on the back of your money order.

You can request a money order refund only if your money order hasn’t been cashed. You can review the status of your money order by asking our chatbot Eve.

To request a refund, follow the steps below:

1. Access the Money Order refund request form by clicking this link.
2. You will receive an email confirmation after submission.

The following refund processing fees will apply:

• 0 USD for money orders equal or smaller than 5 USD.
• 5 USD for money orders between 5.01 USD and 99.99USD.
• 15 USD for money orders 100.00 USD and above.

Processing times:

• Up to 5 business days.

Payout:

• If the refund request is approved, you will receive an email confirmation with a Money Transfer Confirmation Number (MTCN) and detailed instructions on how to pick up your refund in cash.

• A service charge has been applied because the money order has not been cashed within a year from the purchase date. In the case of Canada, it is 3 years. You can find the terms and conditions behind your money order receipt.
• The money order has been presented for payment and returned by Bank of First Deposit (“Refer to Maker” notice received).

A forgery claim can be initiated by the purchaser of the money order when:

The purchaser receives a copy of the cashed money order that appears to be forged or altered. For this scenario, fill the Purchaser Affidavit form

OR

The payee claims to have never received the funds even to the money order. For this scenario, fill the Payee Affidavit form.

For both scenarios, the forgery process needs to be started by the Purchaser of the money order.

If a money order was cashed but you didn’t receive the funds, Western Union may, as a courtesy, act on your behalf to request the funds from the Bank of First Deposit (BOFD). There is no guarantee that Western Union will be able to recover the funds, as the BOFD makes the final decision after completing its review.

How to submit a claim

If your money order qualifies for a forgery claim, follow these steps:

1. Download the Intended Payee’s Affidavit.

2. Complete, sign, and notarize the affidavit.
3. Mail the completed affidavit to:

Western Union Financial Services, Inc.

PO Box 6033 Mail Stop: M13-M

Englewood, CO 80155

• Submit a separate affidavit for each money order.
• Pay no fees to file a forgery claim.
• Submit your claim within 11 months of the paid date shown on the money order or official check.

Note that claims submitted after 11 months will not be reviewed or processed.

The average time to resolve a forgery or alteration claim is approximately 120 days. Western Union does not control how long the BOFD takes to investigate. You will receive updates by regular mail once information is received from the BOFD.

Alteration and forgery claims are ultimately handled by the Bank of First Deposit (BOFD). As a courtesy, Western Union may act on your behalf to request the funds from the BOFD. There is no guarantee that Western Union will be able to recover the funds, as the BOFD makes the final decision after completing its review.

If you believe your money order qualifies for a forgery or alteration claim, follow these steps:

1. Download the Purchaser’s Affidavit.
2. Complete, sign, and notarize the affidavit.

3. Mail the completed affidavit to:

Western Union Financial Services, Inc.

PO Box 6033 Mail Stop: M13-M Englewood, CO 80155.

• Submit a separate affidavit for each money order.
• Pay no fees to file a forgery or alteration claim.
• Submit your claim within 11 months of the paid date shown on the money order or official check.

Note that claims submitted after 11 months will not be reviewed or processed.

The average time to resolve a forgery or alteration claim is approximately 120 days. Western Union does not control how long the BOFD takes to investigate. You will receive updates by regular mail once information is received from the BOFD.

No, you cannot make changes to a completed money order. Any form of alteration or correction will make it
ineligible for cashing. Alternatively, you may submit a refund request through our office.

To submit any refund request, the customer must provide the money order number, purchase amount, and the bottom receipt. If this information is lost, the customer will not be able to submit a refund request, and there is no alternate form available for such cases.

Customers can request a confirmation of purchase by asking for the following documentation:

1. The Full original Money order 
2. The top or bottom of original Money order 
3. Receipt with a Store Stamp. Because receipts are often discarded and may be picked up by someone other than the purchaser, Western Union requires proof that helps validate ownership. Western Union accepts receipts with approved store stamps as valid for processing the refund.
4. Police Report if No Stamped Receipt Is Available. If a customer does not have a stamped receipt, they may file a police report for the missing money order and include it with their submission. This approach strengthens the security of the review process, as fraudulent individuals typically avoid filing official reports.
5. Contact the purchase location and ask for a reprint of the key purchase details. Note that each location is different, and availability may vary, so we recommend calling in advance.

Download the photocopy request form from the website RMO refund request form (available only if the system confirms the money order was cashed). The customer may mail the form along with a $15 administrative fee.

If the money order is lost, the refund options depend on whether it has been cashed or if you have proof of purchase.

When you’re the purchaser:

• If the money order hasn’t been cashed: You can request a refund if you have proof of purchase, such as your receipt or the money order serial number.
• If you don’t have your receipt: You may still be able to request a refund by providing alternative proof such as a store receipt along with a police report. Please note that the refund review process may take longer than usual.

When you’re the recipient:

• If the money order has been cashed and you didn’t receive the funds, you can submit a forgery claim.

  To submit a forgery claim:

  1. Download the Intended Payee’s Affidavit.
  2. Complete, sign, and notarize the affidavit.
  3. Mail the completed affidavit to:
     Western Union Financial Services, Inc.
     PO Box 6033 Mail Stop: M13-M
     Englewood, CO 80155

Western Union may, as a courtesy, act on your behalf to request the funds from the Bank of First Deposit (BOFD).

We’re unable to process a refund request, if you don’t have a receipt, serial number, or acceptable proof of purchase,

Money orders are not registered to a specific person, so proof of purchase is required for all refund or claim requests.

If a money order was cashed but you didn’t receive the funds, Western Union may, as a courtesy, act on your behalf to request the funds from the Bank of First Deposit (BOFD). There is no guarantee that Western Union will be able to recover the funds, as the BOFD makes the final decision after completing its review.

How to submit a claim

If your money order qualifies for a forgery claim, follow these steps:

1. Download the Intended Payee’s Affidavit.

2. Complete, sign, and notarize the affidavit.
3. Mail the completed affidavit to:

Western Union Financial Services, Inc.

PO Box 6033 Mail Stop: M13-M

Englewood, CO 80155

• Submit a separate affidavit for each money order.
• Pay no fees to file a forgery claim.
• Submit your claim within 11 months of the paid date shown on the money order or official check.

Note that claims submitted after 11 months will not be reviewed or processed.

The average time to resolve a forgery or alteration claim is approximately 120 days. Western Union does not control how long the BOFD takes to investigate. You will receive updates by regular mail once information is received from the BOFD.