Process an escrow refund

Find a refund that is ready

Open the order and look for Refund Balance in Next Steps. Refunds are tied to a recipient and a source request; check both before acting. A canceled order can still require money to be returned.

The task depends on a refund record and usable refund instructions. A locked action does not authorize a payment to a destination supplied through an unrelated message.

Check the refund instructions

Review the recipient, amount and bank destination in the refund sheet. Authorized account details load through the order workflow. Wait for the full information before completing the task.

If the instructions are incorrect, use the available reject-instructions action and give a clear reason. The customer can correct them through the supported workflow; do not silently replace bank instructions in a note.

Record the refund

1. Return the funds through your normal bank process using the reviewed destination.
2. Record the actual refund amount and date in the sheet.
3. Enter the requested reference, signer and signature details.
4. Submit and check the saved refund and order Activity.

This action records the refund; it does not send a bank transfer. If the sheet reports an error, do not assume the refund record was saved.

Review completed refunds

Completed refund records remain available so you can inspect their destination and saved details. Do not record the same transfer again just because you are reviewing a completed order.

For a discrepancy, contact Support from the order with the relevant refund and transfer reference. Keep full banking details out of ordinary customer messages.