# OOS refund hold until owning rep confirms (IA)

**Lesson (b100 TBA2090-Barend-1):** Client asked refund for slow stock, then weeks later takes arrived stock.
- Teresa initially confirmed cancel; later "do not refund — taking stock".
- Never auto-refund on client chase alone; reconfirm owning rep + stock status.
- Stem typo TBA vs TB — normalize before new CRM.