⚠️ This article is applicable if you use Easy Storage Payments.
To issue a refund, navigate to the Customer's account and click Full Billing History. Then, click on the date to the left of the payment line item that needs to be refunded.
Click on the Refund button at the top right. You can also issue a refund by clicking on the date to the left of the invoiced line item and click on Refund.
Select the Refund Method and enter a Reason for the refund. For example, if you are refunding a deposit after the tenant moves out, you might enter "Refunding Deposit".
Click Refund.
Once the refund has been issued, there will be a line item in the billing history showing the refund and the original payment will be updated to reflect the new amount. Invoices will then need to be voided. You can easily do this by going to the bottom of the customer's billing history, and clicking Mass Void Unpaid Line Items. Select all line items that have been refunded, and include a note stating a refund was issued to the customer, and the reason why the money is going back to your customer. Void the unpaid line items.
If there was an incorrect payment made due to a mistake with the amount of an invoice and the invoice amount needs to be for more or less, a FULL refund will need to be issued for the specific invoice so the invoice amount can be corrected and a new payment will need to be issued.
Refunds are Final. They can not be canceled. Once issued, they usually take 3 to 5 business days to process.
It is possible that issuing a large refund will put your payment processing account into a negative balance. If so, you will see a direct debit from your bank account. Once the payment processing account has been reconciled by other tenant payments being made, you will see the funds credited back to your account.
ACH payments are locked in ESS for 14 calendar days to ensure the funds are successfully collected before issuing a refund. This is due to how long it takes ACH payments to fully process and settle. Most ACH payments don't settle for 7 business days. If the payment fails due to insufficient funds, no account, etc. the account balance will reflect the failed payment amount.
Note: There are NO FEES associated with refunds.