Small-business safety
Customer Refund Verification Checklist
Help staff review refunds, overpayment claims, accidental payment messages, screenshots, and redirected refund requests.
Purpose
Help staff review refunds, overpayment claims, accidental payment messages, screenshots, and redirected refund requests.
Use this checklist when a customer asks for a refund, claims overpayment, sends payment proof, applies pressure, or asks to receive money through a different method. Verify through a known channel when the request seems unusual.
Match the request
- The customer request matches a real order, booking, or service record.
- The payment appears in the normal business system.
- The refund amount matches the normal business process.
- The refund method matches the original payment method when possible.
- The request does not ask the business to pay a third party.
Review unusual requests
- Pause overpayment claims for owner or bookkeeper review.
- Do not treat screenshots or forwarded receipts as proof by themselves.
- Do not share passwords, one-time codes, or private documents.
- Use a calm standard response and follow the normal refund process.
- Save brief notes without adding private customer or payment details.
- Continue only after the request fits the approved refund workflow.
Reminder
A clear refund process protects customers, staff, and the business.
This page is educational and should be adapted to the business's own tools, policies, and qualified professional guidance when needed.