# Overpay refund: confirm stem + owning rep (never export bank details)

When client emails account@ a banking screenshot with subject like “Banking details” and no stem:
1. Ask owning sales rep what the refund is for.
2. Confirm the stem is already prepared/invoiced and compute overpay difference from invoice (do not invent).
3. Refund only after human confirmation.
4. **Never** put beneficiary account numbers, branch codes, or amounts into public KB/export CRM beyond private ops notes.
Example: TB4403-BRIANT-45 (batch 50, Tessa) — client overpaid vs invoice; refund after Eric↔Tessa confirm.