Review the agreement, work done and accounting records, then explain clearly what is owed or should be returned. Separate a disputed fee from unused advance money and from a card-provider reversal. Handle the funds under the rules that apply, not just the platform status.
Understand the situation and prepare
Gather invoices, time or work records, trust records and the client's concern. Identify which items are disputed and which are not. Explain the calculation and next steps in writing, including any route for independent advice or review. Verify the recipient and method before returning funds, and seek professional guidance if there are competing claims or unclear obligations.
Distinguish the agreement, accounting and provider decisions
Identify unused advance funds, charges for completed work, a disputed invoice and any payment-provider reversal separately. Check the applicable professional process and actual records before deciding how money should be handled. A request for a refund is not proof of eligibility, authorization, execution or bank settlement.
A practical example
Illustrative example: A client ends a limited engagement and disputes part of an invoice. Reconcile the agreed work, delivery, prior payments and the concern, then explain which matters need review. Do not assume the whole payment must be refunded or that closing the service room automatically carries out a financial action.
Questions to settle before the next step
Confirm the proper recipient, authorization and documented calculation before any return of funds. Follow available platform review controls only when enabled, and escalate discrepancies through support using safe references. Keep the firm's professional accounting records and distinguish an administrator investigation from the lawyer's or provider's decision.
Your next steps
- Reconcile the relevant records and fund classification.
- Explain the invoice and disputed items clearly.
- Confirm the proper recipient and refund process.
- Keep records and check applicable deadlines and duties.
How LegalMart can help
A clearer path from enquiry to engagement
LegalMart retains the service agreement and request history and, where payment controls are enabled, the relevant collection and refund-review records. Open the accepted request and use the applicable review workflow. If a control is absent or a result is uncertain, raise a support question rather than promising a refund.
Tools for the work behind the service
Workplace documents and communication may help you locate instructions and explain what was delivered. Keep the financial decision and reconciliation in the firm's accounting process and preserve the appropriate supporting records.
Use LegalMart for your next step
Have a question about a feature or its availability? Raise a question with support and we’ll get back to you as soon as possible.
What to keep in mind
LegalMart does not decide every fee dispute or replace the firm's accounting and professional obligations. Refund requests and approvals are separate from actual execution and settlement; use current transaction evidence and the saved agreement.
Helpful sources
Read more from these official sources. Rules and services can change; check the current information before acting.