# Refund request: confirm reason with owning rep before payout

When client emails account@ asking for a refund + POP on a stem (e.g. TB4023-LUDENE-106):
1. Check if a **credit note** already exists on that reference.
2. Ask the **owning sales rep** to contact the client and confirm what the refund is for.
3. Do not treat bare "Refund" + amount as auto-payable.