How to refund a payment and choose what happens to the charge

1. Open the invoice, or open the payment from the transactions list.
2. Choose to refund the payment.
3. Confirm the amount. You can refund the whole payment or part of it.
4. Choose how the money goes back: reverse the card charge, hand back cash, or put it on the resident's account as credit.
5. Choose the debt outcome. This is the important step.
   • Charge reopens, still owed: the resident still has to pay this charge.
   • Charge cancelled, nothing owed: the charge is written off and nothing is collectable.
   • If you are refunding as account credit, the money sits on the resident's balance and nothing is paid out.
6. Enter a reason. This is kept for your records and is never shown to the resident.
7. Confirm.

What you should expect afterwards

• The resident's payment history shows the outcome you chose, in plain language.
• The resident gets an email saying the same thing.
• Late fees and collection reminders for that charge pause for thirty days, then resume.
• Late fees that only existed because the payment was missing are removed.
• If money went back on a card, the property absorbs the card processing cost. The resident is refunded in full; that cost is recorded in your books as an expense to the property.

Charges that cannot simply be cancelled

If a charge has a paid invoice attached to it, you cannot cancel the charge outright. It has to be refunded, and that refund is validated and recorded like any other. This exists so a paid invoice can never be quietly emptied out from underneath.

Partial refunds and the card surcharge

If your property passes a card surcharge to residents, a partial refund returns a proportional share of it, rounded down. A full refund returns the whole surcharge.