⚡Quick answer

• Correct handling: Do NOT settle any amount received as a security deposit. Instead, raise a Zoho CRM ticket (Payment Tracking) so the Accounts Team can record and manage the deposit. Advise the client to pay by NEFT, RTGS, or IMPS; gateway payments may auto-settle and create an invoice.

• If the deposit is wrongly settled:

1. Refund with Debit Note – initiate a Zoho CRM refund and collect a signed Debit Note + client NOC.
2. Adjustment – if the client wants the amount to cover services and will pay the deposit separately, no further action is needed.

When should I use this guide?

Use these instructions the moment a client pays—or plans to pay—a security deposit, and whenever you discover a security-deposit payment that has already been settled by mistake.

Overview & policy

In cases where a client makes a payment towards a security deposit, the following procedure must be followed.

Proper security-deposit procedure

1. Do not settle the payment – The agent must not settle any amount received as a security deposit.
2. Raise a ticket for the Accounts Team – The agent should raise a ticket in ZOHO CRM under the Payment Tracking category to inform the Accounts Team. The Accounts Team will then appropriately record and manage the deposit, including refund processing when required.

Preferred mode of payment

Clients should be advised to make security deposit payments via bank transfer methods such as NEFT, RTGS, or IMPS.

Important note: gateway auto-settle risk

Payments made through payment gateways may get auto-settled, leading to automatic invoice generation. Once an invoice is generated, the amount cannot be treated as a security deposit. Therefore, bank transfer is the recommended mode to avoid such issues.

Wrongly settled deposit – corrective options

In cases where a payment intended for a security deposit is wrongly settled, the agent must evaluate the situation and proceed with one of the following corrective actions:

1. Refund process with Debit Note (correction of error)

The agent should initiate the refund process via ZOHO CRM and obtain the following documents from the client:

• Signed Debit Note (as proof of service reversal)

• NOC Letter from the client stating that ‘the amount should be treated as a security deposit and no refund is required.

Once a payment is settled, an invoice is automatically generated, and the amount is treated as payment against services. Therefore, to reverse the impact, a debit note is required as supporting documentation.

2. Adjustment against services (no action required)

If the client agrees to utilise the settled amount against services and is willing to make a separate payment for the security deposit, then no corrective action is required for the wrongly settled payment. Agents are advised to carefully assess the client’s confirmation and proceed accordingly to ensure proper financial treatment and documentation.