Essay: The Boundary

One refund, worked through

A customer is charged twice. She asks for £840 back. With the two collections, the complaint and the account to which the money must return in view, the service unit investigates the case, decides that a refund is due and creates the payment instruction under the same case identity. It remains accountable until the customer receives the money and the duplicate collection is explained.

Payment release is separate, as law or control policy may require…