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Letter writing overpayment
December 16, 2018 Wedding Anniversary Wishes 4 comments

This short letter informs the client about the overpayment that she or he has sent to you, Further things to consider when writing inform letters to customers.

It can be difficult to work out whether to appeal or dispute a decision. Which you should choose depends on whether you think the HMRC’s decision is wrong or unfair.

If you think the HMRC are wrong about the amount of tax credits you should have received (not that their decision was unfair), you should appeal the decision. The first step of this is to ask the HMRC to look at the decision again. This is called a ‘mandatory reconsideration’. If they do not change the decision, or do but you still don’t think it is right, then you can appeal the decision. This is when a panel of three people who are independent and do not work for HMRC look at the decision. For information about how to do this see How to appeal.

If you agree that you have received more tax credits than you should have but you don’t think you should have to pay it back, you should dispute the decision. The dispute process is how you ask HMRC to look at this kind of decision again. Disputes are decided by HMRC; they don’t go to an independent tribunal. For information about how to do this see I don’t think I should pay the money back: the dispute process.

Doing both

Sometimes you might want to send a letter asking for a mandatory reconsideration and a dispute letter at the same time. You may want to do this if you are not sure why you have been overpaid. If you don’t know the cause or aren’t sure, then you can’t be certain which process is the right one for you to use. So to protect yourself you can do both. It’s also possible that the overpayment has two causes.

Appeals and disputes: the differences


You should appeal if HMRC have worked out your tax credit award incorrectly or decided that you are not entitled to part of or all of your tax credit award and you do not agree with this.

Daisha claims tax credits for her 3 children. Her eldest child finished her GCSE’s but decided to stay on at school to do her A levels. Daisha told HMRC and continued to receive tax credits for 3 children. When HMRC work out Daisha’s final tax credits for the year, they only included 2 children. Because Daisha received money for 3 children, HMRC thought that they had overpaid her. Daisha appealed the decision and asked HMRC to change her award as she should have received tax credits for 3 children. If she is successful, the overpayment will disappear. Daisha was right to appeal.


You should dispute if HMRC have the right information about your income and situation, but for some reason you were paid more than you were entitled to.

Eric and his wife have 2 children but were paid tax credits for 3 children. When Eric received his award notice, he phoned HMRC to tell them they had the number of children wrong. HMRC did not correct the mistake and kept on paying Eric too much tax credit. At the end of the year, Eric had received more tax credit than he should have and so had an overpayment. Eric used the dispute process because he didn’t think he should have to pay it back because he told HMRC of the mistake as soon as he saw his award notice. It was their fault that they hadn't done anything about it.  Eric was right to dispute.

What can I do?

I don’t think I was paid too much.

You can appeal. See How to appeal. If you have missed the appeal time limits you might be able to make an 'official error request'. For more information see Official error.

I agree I was paid too much but I don't think I should have to pay it back.

You can send a dispute letter. See I don’t think I should pay the money back: the dispute process.

I agree I was paid too much, but not as much as HMRC say.

You can send an appeal about the amount that HMRC say you owe that you don’t agree with. See How to Appeal. If you have overpayments from other years that you are not appealing then you should either start paying them back (see Repaying the overpayment) or send a dispute letter if you don’t think you should have to pay them back. See I don’t think I should pay the money back: the dispute process.

I was overpaid because I was late telling HMRC that I had become part of a couple or stopped being part of a couple.

If you are overpaid because you were late telling HMRC you had become part of a couple or stopped being part of a couple or your partner had died, you may be able to have the overpayment reduced. When you tell HMRC about a change like this, your claim ends and you have to make a new claim as a single person or as part of a new couple. If you report the change late, this usually results in an overpayment on your old claim. Many people then get a surprise when they find out that they cannot backdate their new claim for more than 1 month. However, the rules changed on 18th January 2010 and now HMRC will reduce any overpayment on an old claim by the amount you would have received if you had made your new claim on time. This is called ‘notional entitlement’. They will do this in most cases, except where they believe someone was deliberately dishonest.

If you think this might apply to you, contact the HMRC tax credit helpline on 0345 300 3900 (Textphone 0345 300 3909) and ask for your case to be passed to the ‘notional entitlement’ team (sometimes also called ‘notional offsetting team’). They will calculate whether your overpayment should be reduced. If you are not sure whether this applies to you, get help from an adviser. See How to find an adviser - tax credits.

I don’t understand this at all and want HMRC to explain it to me

Follow the steps explained at How to Appeal and I don’t think I should pay the money back: the dispute process and send two letters to HMRC. This way you won't miss any deadlines. You can also get help from an adviser. See How to find an adviser - tax credits.

Time limits for appeals

You must send your mandatory reconsideration request to HMRC within 30 days of the decision you want to appeal against. The decision is normally the award notice that sets out your tax credits award. The 30 days runs from the date on the award notice.

If you miss the 30 day time limit, don’t panic. If you can show a good reason why you missed the deadline, you can ask HMRC to accept a late mandatory reconsideration request up to 13 months after the date on the notice or decision letter if there is a good reason why you missed the deadline. HMRC do not have to allow a late request. See How to find an adviser - tax credits to get help with your late request.

When HMRC receive your mandatory reconsideration request, they will look at your claim again and decide if they were right or not. They will then send you a decision notice. If you still do not agree with the decision, then you must send an appeal form to the Tribunal Service within 1 calendar month from the date on the mandatory reconsideration decision. You must include a copy of the mandatory reconsideration decision notice with your appeal form.

Late appeals can be accepted up to 13 months after the mandatory reconsideration decision if there is a good reason why you missed the deadline.

Award notices can be difficult to understand and the first you may know that you have an overpayment is when you receive a demand letter from HMRC asking for the money back. You may have missed the time limits because they run from the date of the original award notice, not the date HMRC write to you asking for the money back.

If that happens, don’t panic. If your award is wrong because HMRC made a mistake and you didn’t cause them to make that mistake in any way, you may still be able to have the award changed up to five years from the tax year where the mistake happened. This is called an ‘official error request’. For more information see Official error.

Time limits for disputes

Lucy receives her final award notice for the tax year 2015/16 on 10th August 2016. The award notice shows that Lucy was overpaid £1,000 in 2015/16 and she also has an overpayment of £2,000 from 2014/15. Lucy has 3 months from the 10th August 2016 (to 10th November 2016) to dispute her 2015/16 overpayment, but she cannot dispute the older overpayment from 2014/15. 

You normally have 3 months to dispute an overpayment from the date of your final award notice for the tax year in which the overpayment happened.

You can only dispute against overpayments that happen in the tax year of your final award notice. You cannot dispute overpayments from earlier years unless there are exceptional circumstances.

If you have any doubt, the best thing to do is to send a dispute anyway. If HMRC refuse to accept the dispute because they say you have missed the time limit, you should get advice (see How to find an adviser - tax credits).

What if I miss the 3 month time limit?

HMRC may still look at your dispute if you have a good reason for missing the time limit. For example, if you received wrong advice from the HMRC’s own helpline or if you have been seriously ill. If you think you have a good reason, you should include it at the start of your dispute letter.

What if HMRC refuse to accept my dispute?

If HMRC say they will not look at your case because you are outside the 3 month time limit and you think that you were within it or you had a good reason for missing it you should follow the guidance about How to complain - tax credits. (You still need to speak to HMRC about repaying the money even if you decide to make a complaint.) In your complaint letter you should make it clear why you think you did not miss the deadline.

Get Advice

Tax credits are very complicated and most claimants find it difficult to understand overpayments. If you are unsure, or would like someone to check your overpayment or help you with an appeal or dispute then try and get advice. See How to find an adviser - tax credits.

Speak to your MP

Your local MP might be able to help you with your overpayment. This can be especially helpful in cases where you are not getting any response from HMRC. See Further help - tax creditsfor information about how to contact them.

Be aware! HMRC will keep asking for the money

Normally, HMRC will not stop asking you to pay back your overpayment when you dispute a decision or complain. They will only stop when you send in an appeal. You might need to start making payments while you go through the complaints system. For information on how to do this see Repaying the overpayment.

An overpayment is an amount which has been paid to you that you were not and answer letters or online notifications you get about overpayments quickly. HMRC will write to you if your debt is moving to the Department for Communities.

Inform a Customer of an Overpayment | Letter-Writing Guide

letter writing overpayment

If an employee is overpaid, he or she can either write a personal check or authorize a reduction in pay to cover the repayment. Note that the process on the Columbia campus differs from the overall UM System process.

The Columbia payroll office will not reduce an employee’s pay without written authorization by the employee or proof that the employee was afforded due process prior to a reduction in pay. Proof of due process is satisfied by providing a copy of the letters that were sent to inform the employee that wages will be reduced if he or she fails to either repay the debt or provide information to establish there was no overpayment. If an employee does not dispute the overpayment, there is no need to send either letter. The signed acknowledgement of overpayment/authorization to reduce wages form documents that the employee was informed of the right to dispute the amount of overpayment and agreed to the method of repayment.

When an overpayment occurs, the repayment must be within the same tax year. In the exceptional situations where the overpayment occurs in one tax year and is not discovered until the next tax year, there will be additional steps and paperwork required. The following information is for repayments that are made in the same tax year.

  1. Verbally inform the employee of an overpayment
  2. To obtain the net repayment amount, which takes into consideration the taxes that were paid on the amount of the overpayment, e-mail your CAPS representative with the following information:
    • Employee’s name
    • Employee's EMPLID
    • Pay period in which employee was overpaid
    • The gross amount the employee should have been paid.

If the employee agrees there has been an overpayment

  1. Inform the employee of the net amount to be repaid
  2. Obtain a signed acknowledgement of overpayment/authorization to reduce wages form, on which the employee will have elected to repay either by personal check or by wage reduction
    • Repayment by personal check: Send the check, payable to the University of Missouri, to the payroll office.
    • Repayment by wage reduction: The payroll office will process a miscellaneous deduction to reduce the employee’s pay which will take into account the taxes that were charged on the overpayment.
  3. Retain a copy of the authorization form with the department payroll records for the pay period in which the overpayment occurred.

If the employee does not agree to repayment after verbal notice

If the employee does not respond when verbally informed of the overpayment, or fails to repay the overpayment in a timely fashion, the following steps should be followed:

  1. Send a letter on department letterhead, via certified mail, return receipt requested to the employee's home address notifying the employee of the overpayment and the options for repayment or to contest the amount of overpayment (Sample letter #1).
  2. If the employee does not either respond to the first letter or meet to dispute the overpayment and based on information provided by the employee, the department still believes there is an overpayment, send a second letter (Sample letter #2) on department letterhead, via certified mail, return receipt requested to the employee's home address to confirm the overpayment will be deducted from his or her next check.
  3. Submit the department authorization to reduce wages form along with both letters to the Payroll Office at 1095 Virginia Avenue.
  4. Retain a copy of the form and letters with the department payroll records for the pay period in which the overpayment occurred.

Note: The above process should be followed even if the employee has terminated. A miscellaneous deduction will be entered in the payroll system so that the overpayment can be recovered if the employee is later rehired.

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letter writing overpayment


This brief but important letter notifies a customer that he or she has overpaid you. It can serve as a very good customer relations letter. Avoid any hint of criticism.


1. Carefully explain how much the customer has overpaid.

  • We recently received your check #719 for $230.00. This is an overpayment of $100 on the 13 June invoice.
  • We think you will be pleased to know that you have overpaid us.
  • Your bill for the month of September has been overpaid. We apologize for overcharging you $20.00 for that month.
  • Enclosed is your check #281. Our records show that you already paid your February bill.
  • Thank you for your prompt payment of $561.81. Although our billing invoice showed that amount due, you are entitled to a 3% discount for sending your payment within ten days of receiving the bill.
  • We appreciate your payment of $195.00; however, we have adjusted our rates. Because the amount due was $155.00, you have a credit balance of $40.00.
  • apologize for our
  • apparently you paid
  • appears to be an error in
  • appreciate your payment of
  • are not liable for
  • are entitled to a discount
  • enclosed is your check
  • have overpaid us
  • is an overpayment of
  • mistakenly overcharged you
  • neglected to deduct
  • omitted to credit you with
  • our statement showed
  • received your check for
  • regret any inconvenience
  • resulting in an overpayment
  • should have been deducted from
  • thank you for your payment of
  • the enclosed invoice reflects
  • the amount you owed was
  • your prompt payment of

2. Inform the client how you plan to correct the error.

  • Unless you inform us otherwise, we will credit your account with the difference.
  • We have credited your account $25.95 to correct this error.
  • Enclosed is a refund check for that amount.
  • Enclosed is a check for $30.00 to cover the amount overpaid.
  • We are sorry for any inconvenience that our over billing may have caused you. We have already credited the $57.17 to your account. Your next statement will reflect that correction.
  • Please let us know at your earliest convenience if you would rather have the $87.00 credited to your account or receive a refund check.
  • Since you plan to close for the holidays, we have returned your check #291 for $284.00, instead of crediting your account.
  • I have enclosed the $15.29 that you overpaid for my services.
  • According to company policy, I have credited your account with the extra $91.00. If you would like us to handle this overpayment differently, please let me know and I will be happy to comply.
  • a corrected statement
  • according to company policy
  • am returning your check for
  • applied to your next order
  • can be applied toward
  • can either credit your account
  • check for the amount overpaid
  • credited to your account
  • enclosed is a refund check
  • have enclosed the
  • if you would rather
  • next statement will reflect
  • prefer to have a check
  • send us the proper amount within
  • sent directly to you
  • sorry for any inconvenience
  • to correct this error
  • unless you desire otherwise
  • will credit your account
  • with the difference
  • your next purchase
  • your next statement will

3. Offer additional service.

  • If I can assist you further, contact me at 555-5555.
  • We appreciate your business. Let us know if we can make the payment process easier for you.
  • Thank you for your prompt and consistent payments. Let me know if you have any questions.
  • If you have any questions, please feel free to call 555-5555 to speak with one of our customer service representatives.
  • If we can be of further service, please call our office at 555-5555, or write to the address shown in our letterhead.
  • I will be happy to answer any questions you may have about our billing processes.
  • Enclosed is a copy of our billing guidelines and procedures. I hope you will find it useful.
  • always a pleasure to
  • appreciate your business
  • be of further service
  • can contact me at
  • don't hesitate to call
  • enclosed is a copy of
  • if you have any questions
  • if we can assist you further
  • in the future
  • in any way we can
  • let us know if
  • please feel free to
  • regarding our billing process
  • regarding this matter
  • thank you for
  • to answer any questions
  • value your account
  • will be happy to
  • write to the address shown
  • your prompt and consistent payments
  • your revised statement

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the employee agrees in writing and it's principally for their benefit; it's allowed by a law, a court Tony and his employer, Alice, meet to discuss the overpayment.

Overpayment Letter

letter writing overpayment

There comes a situation in a business when a customer sends an extra payment to a business. The situation of overpayment is handled by many businesses by informing their customers about the overpayment. Writing this letter not only saves the money of the customer but it also makes the relationship between the business and customer stronger.

What to do in case of overpayment?

There are different ways to deal with the overpayment. You can either credit the extra paid money in the account of the customer or refund the customer.

It depends on customer whether he wants to be refunded or wants to keep the money saved in his account balance for future purchases. In case you provide your assistance, give your phone number and contact details.

Sometimes the situation of overpayment occurs due to the mistake of business. For example, when a business charges a customer more than needed, the customer overpays. When the business realizes the mistake, it can let the customer know about the overpayment.

In such a situation, a customer feels so happy for overpaying as he gets some of the money refunded. Moreover, he also feels good when a business shows honesty.

Guidelines for writing the letter:

Here are few guidelines to help you write a professional letter

  1. This letter should clearly inform the recipient about the extra payment that he has sent by mistake.
  2. The letter should not be written in such a way that it starts making the customer feel embarrassed. In other words, you should not criticise the customer for making this mistake.
  3. It should be described clearly that how much extra he has paid you.
  4. If you want the customer to take some measure to get the extra paid money, suggest the ways in which he can do that
  5. Keep the tone of the letter formal and make the recipient understand the situation readily
  6. If you want to provide any type of assistance to your customers in this matter, introduce your assistance and support to them

A sample letter

Thank you for making the payment. We are glad that you keep up with your payments timely. You would be glad to know that we have reduced some of our prices, but we forgot invoicing this reduction. Due to this reduction, the payment we received from you is over to the invoice amount. We have credited this amount to your account and can be used against your future purchases. I have attached your updated statement which will show this amount in your account.

Alternatively, we can send you a check for this amount. Please email us back should you like a refund.



MS Word [.docx] | Download

WATCH THE VIDEO ON THEME: Applying for a waiver of an overpayment

Writing a Refund Request Letter? So, use this sample refund request letter as a template for your successful refund request letter. Sample Billing Dispute Letter.

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