For a credit note manual refund, hand the payment owner the credit identifier, approved amount and currency, verified recipient instructions, existing-refund check and a clear completion task. After the transfer, record its bank or payment reference against the credit. Creating the credit document and returning money are separate steps.
This workflow is for teams where one person issues the billing correction and another makes the bank transfer. It applies to a paid invoice with a manual refund route, not an unpaid invoice cancellation or a general customer account credit.
Identify the Manual Refund Before Handing It Over
PayRequest's Credit Notes documentation describes a linked credit document and a separate refund status. With the manual route, the money still needs to be transferred and the completed refund recorded with a reference. The original paid invoice remains Paid, so that invoice label alone does not prove repayment.
Check the actual settlement route first. A pending provider refund is not an instruction to send a bank transfer as well. For the earlier customer decision stage, see refund requests versus completed refunds.
The Credit Notes feature explains the product workflow. The original handoff below adds an ownership control for a team, rather than claiming that PayRequest sends the manual bank payment for you.
Use a Two-Owner Handoff Record
The billing owner creates this packet; the payment owner checks it before using the bank's normal transfer process. Agree a secure verification route for recipient instructions. A newly changed bank account in a support message deserves independent confirmation before payment.
| Handoff field | Billing owner supplies | Payment owner returns |
|---|---|---|
| Document identity | Original invoice and linked credit identifiers | Same credit identifier |
| Approved repayment | Amount, currency and reason | Actual transferred amount and currency |
| Recipient | Verified instructions through agreed secure channel | Confirmation of instructions used |
| Existing settlement | Manual-required status and prior-payment check | Duplicate check immediately before payment |
| Completion | Named owner and due date | Bank/payment reference, date and unresolved exceptions |
Do not put banking passwords or authentication codes in a ticket. Keep only the evidence needed for this refund and apply your team's approval rules. This checklist is an operational control, not a substitute for accounting or legal review.
Reconcile Three Credits Without Counting a Pending Refund Twice
Consider a fictional workload in EUR. Credit A is EUR 80 and requires a manual transfer. Credit B is EUR 120 and also requires one. Credit C is EUR 50 with a Mollie refund already in progress. These are three distinct corrections, not three bank-transfer instructions.
The manual transfer workload is EUR 80 + EUR 120 = EUR 200. After A has a verified completed-transfer reference, EUR 120 remains in that manual queue. C's EUR 50 stays in the provider-status review and is not added to the manual total.
If B's payment owner is unavailable, assign another owner through the same record rather than sending a fresh untracked payment request. If a transfer outcome is uncertain, investigate that existing instruction before starting another. The acceptance criterion is a verified settlement record linked to the right credit, not an empty task list.
Keep Provider Uncertainty Out of the Manual Queue
Mollie's refund documentation distinguishes queued, pending and processing refunds from completed ones and recommends checking whether a refund exists after an uncertain request. Treat that as a verification job rather than immediate failure.
If the PayRequest record requires provider verification, check the existing refund before deciding on another action. Do not issue another credit simply because the customer has not yet seen the money. A provider completion status and the customer's bank display can also update at different times; avoid promising an exact arrival time.
Record Completion and Explain What Was Done
For a verified manual transfer, use the documented Record completed manual refund action and enter the bank or payment reference. Check that the linked credit's refund status now matches that action. This records your transfer; it does not initiate it or independently prove the customer's account has received it.
Send a specific update: “Credit [identifier] for [amount/currency] was settled by manual transfer on [date], reference [reference]. Please contact [owner] if the bank receipt needs investigation.” If sending a credit notification matters, check the invoice email history separately; an existing document is not evidence of inbox delivery.
Customers can review the linked documents in the Customer Portal. For document handoff, the invoice CSV accountant checklist addresses a different export job; keep refund settlement evidence alongside the relevant invoicing record.
Verify One Credit Through Settlement
Review Credit Notes, choose one representative paid invoice and rehearse the ownership handoff. If setting up the workflow, create a PayRequest account before configuring your own billing records and approved repayment process.
Prepared by the PayRequest Team with AI assistance. Published documentation and the manual-refund record code were reviewed on 10 October 2026. The handoff and ledger are original illustrative aids, not customer results.
