# IA: Duplicate-POP refund — match bank lines before refund

- TooCute claimed duplicate callout payment; attached two POP PDFs.
- AM reply: both show same payment reference; only one credit on account — ask client to re-check.
- Client later sent screenshots claiming two different references.
- **Rule:** Never refund on client assertion alone. Match Nedbank/FNB/Capitec lines by amount+date+reference; if one ref credited once, explain single credit; if two distinct credits exist, refund the duplicate to the original payer account (same-account refund).
- Do not publish client banking details to KB/export.