Overpayments, refunds, and “send it back” requests

How the scheme works

A new customer pays more than the invoice—by check, with a fake payment notice, or by transfer—then asks you to send back the difference, often by Zelle, gift card, or wire, and often in a hurry. The FTC warns that a customer who overpays and wants the balance refunded is running a scam.

When a deposited check turns out to be fake, the money you sent is gone, and you can be left repaying the bank. When the “payment” was only a fake notice, no money arrived in the first place.

Why “available” does not mean “safe”

Banks are required to make deposited check funds available quickly, but the FTC notes that a fake check can take weeks to be discovered. Seeing the balance does not prove the check was good.

A payment email or screenshot proves nothing. Only your bank’s own app or statement shows what arrived.

A refund rule your team can follow

• Do not send back an overpayment from a new or unverified customer. Ask them to pay the correct amount instead.
• If you deposited a check, an available balance is not proof it is good. Ask your bank to verify it, and remember that a fake can bounce weeks later.
• For any legitimate refund, pay only the original payer, by the original payment method, and never more than they paid.
• Do not send a refund to a different person, account, or payment app, whatever the reason given.
• Treat pressure, an emotional story, or a “mistake” that must be fixed today as a reason to slow down.
• If something feels off, ask your bank to review the payment before you send anything.

If you already sent money

Contact your bank immediately, keep the messages and payment records, and report the scam to the FTC at ReportFraud.ftc.gov. If it began online, also file at IC3.gov.