Frequently Asked Questions

If you are the purchaser and have your original money order or your receipt:

1. Complete and sign the money order tracing-refund request on the back of the money order receipt or complete the Money Order Customer Request form.
2. Enclose the $15 USD non-refundable processing fee.
3. Send it to the address on the form.

If you are the purchaser and do not have your original money order or your receipt:

1. On your computer or mobile device, go to Money Order Research Request form.
2. Print the form, and then complete and sign it.
3. Take the form to be notarized.
4. Submit it with all available documents* showing you as purchaser, and the $30 USD nonrefundable processing fee to the address listed on the form.

If you are a payee of the money order:

Send the following to the address on the top-right corner of the form:

• Original or legal copy of the original money order
• Notarized money order affidavit
• $15 USD nonrefundable processing fee

If your money order was lost or stolen:

If the money order was stolen, please provide a copy of the police report. You must provide documents to prove you are the owner of the funds because all transfers are in cash and your information is not saved at purchase.
 

Where to send forms:

Please send forms and supporting documents to:

• By mail: Western Union Financial Services Inc., PO Box 7030, Englewood, Colorado 80155-7030
• By fax: 1-720-864-0477
• By email: RMO@westernunion.com

Other money order questions? Please contact Customer Care at 1-800-999-9660.

For your own records, please make and retain the copies of all the documents you send.
The money order receipt must accompany each request to avoid delay in processing.
Stop payment request is processed only when the claim has been submitted.
We cannot verify if a customer is the true purchaser when you call Customer Care. This purchase agreement is stated on the money order receipt.
If the money order has been cashed, a photocopy will be mailed to you only when the processing fee is received.
If funds are available, you will receive a refund check. If processing fee is not sent, it’s auto-deducted from the principal refund amount.

No. This is free of charge.

The length of time it takes for the bank where the money order was first deposited (“BOFD”)* to investigate and resolve each claim varies by institution. The Western Union Forgery Department has no power to influence the process once the claim is submitted to the BOFD.

Click here for information on initiating a forgery claim.

*BOFD means the bank that accepted the money order and presented it to Western Union for payment.

A forgery claim can be initiated by the purchaser of the money order. If you determine the money order may qualify for a forgery claim, please call WU’s Customer Support Line at 1-800-999-9660 for assistance.

If, during your call with WU, it is determined you qualify for a forgery claim, WU will send the required forms to you to complete, notarize, and return to Western Union Financial Services Inc. P. O. Box 7030, Englewood, CO 80155-7030.

Note: WU is unable to accept copies of these documents via fax or email, as banks require original, signed forms.

A forgery claim may be initiated when:

• The purchaser receives a copy of the cashed money order that appears to be forged or altered.

OR

• The payee claims to have never received the funds even if there is no obvious alteration to the money order.

If you’d like to receive a photocopy of the cashed money order, refer to WU’s money order lost or stolen procedures.

Western Union does not guarantee money order funds can be recovered from the bank where it was first deposited (“BOFD”)*. The Western Union Forgery Department acts on your behalf to collect the funds from the BOFD and will ensure you are copied on all correspondence between WU and the BOFD.

*BOFD means the bank that accepted the money order and presented it to Western Union for payment.