Reversing a Payment

NOTE: This procedure applies to payments that are still owed to us and need to be corrected. To actually refund the customer, see Customer Refunds.

There are a few reasons we might need to reverse a payment. Perhaps it was entered in for the wrong amount or was placed on the wrong account. Or sometimes we receive a Chargeback notification where the tenant has disputed the charge altogether. You will be notified of these by your Site Managers, and the account should be thoroughly notated before you take any action to reverse the payment.

Reverse the payment by completing the following steps:

1. Click the "Customers" icon on the left side.

2. Navigate to the tenant's account. (NOTE: If this tenant has already vacated, you'll need to select the "All Customers" button to search through moved out accounts.)

3. Click the "Rental" tab at the top.

4. Select the "Ledger" icon on the right.

5. Click on the payment that needs to be reversed. (You must click on the Payment description located in the "Activities" column, and a new prompt will open.)

6. If this was a Chargeback, Partial Refund or a Correction for a System Glitch where a refund in SSM is not necessary:

   • Select the option for "Wrong Payment".

   • Check the box to "Flag this as Offline Transaction" - this is very important to ensure we do not issue a refund to the tenant!

7. If this is for Insufficient Funds:

   • Select the radio button for "NSF/Returned Check".

8. If the payment was posted to the wrong account and you need to move the FULL payment to another unit:

   • Select the radio button for "Misposting"

   • Select the correct unit number where the full payment should be moved.

9. Enter a note as to why this payment is being reversed. 

10. Click "OK" at the bottom. 

11. If this was a PARTIAL Dispute (meaning that the tenant only did a Chargeback on part of the payment and not the whole thing) or a PARTIAL Refund which was already completed in OpenEdge, you will also need to do an Offline Payment for the undisputed/collected amount so that their SSM account is accurate. 

12. Follow up with your Site Manager on what the next step is:

    • Review the account to determine whether or not this should be handled as bad debt. Depending on the situation, you might tell your Site Manager to just issue an Allowance to clear the debt. (Example, if our Site Manager failed to move the tenant out of the system after they vacated the unit and their AutoPay ran, leading to the tenant to file a Chargeback.)

    • Otherwise, leave the debt on the Moved-Out account so that it posts to the Uncollected Dues report and goes to Collections.

    • If payment is still owed to us and the tenant is still current, instruct your Site Manager to follow up with the tenant to obtain payment.