⚡Quick answer

1. First, check whether the payment is reflected in the Account Panel.
2. If it is not reflected, have the client confirm bank deduction; wait 2-3 days; if still missing, raise a ZOHO CRM refund ticket with the client’s bank statement.
3. If it is reflected, ask the client to choose Refund or Adjustment.
1. For Adjustment → generate the invoice. 
2. For Refund → – If an invoice is already generated, initiate the refund via ZOHO CRM (a Debit Note will be issued). – If no invoice exists, email “Refund for Wrongly Credited Payment” with Manager’s approval, Client confirmation, Transaction reference, Company name, and a cancelled cheque (ICICI/HDFC only).

When should I use this guide?

Use this guide the moment a client informs you of a duplicate or accidental payment so you can follow the exact verification and refund/adjustment steps without delay.

Overview

The agent must first check whether the payment is reflected in the Account Panel or not. The subsequent action path depends entirely on that check.

Step 1 – Check the Account Panel

• Open the client’s Account Panel.

Path A – Payment NOT reflected

1. Ask the client to verify with their bank whether the amount was deducted.
2. If not deducted → Inform the client that the payment may have bounced back and request them to wait 2-3 working days for the amount to return to their account.
3. If the amount is still not reflected after 2-3 working days, → Raise a Ticket on ZOHO CRM under “Refund Related Query” and attach the client’s bank statement showing the deduction.
   

Ask the client whether they want a Refund or an Adjustment to their existing service.

1. Adjustment - Proceed and generate the invoice.
   
2. Refund -
   
1. Part A – Payment Already Settled (Invoice Generated)
   
1. Initiate the refund via ZOHO CRM.
   
2. A Debit Note will be issued to the client.
   
2. Part B – Payment Not Settled (No Invoice Generated)
   
1. Send an email with the subject line “Refund for Wrongly Credited Payment” along with:
   
1. Manager’s Approval
   
2. Client Confirmation Mail
   
3. Transaction Reference Number
   
4. Company Name
   
5. Cancelled Cheque (if payment received via ICICI/HDFC bank)
   

When does this not apply?

These steps apply only to accidental or duplicate payments. For regular on-time single payments, follow the standard invoicing and settlement workflow—no refund or adjustment process is required.