Refund troubleshooting

The resident still shows past due after I reversed their payment

That is expected. Reversing a payment with the "charge reopens" outcome puts the money back to being owed, so the charge is genuinely past due again and the resident sees it that way.

What the reversal does change is chasing: late fees and collection reminders pause for thirty days, then resume. The badge stays; the chasing stops.

If you meant for the resident to owe nothing, you wanted the "charge cancelled, nothing owed" outcome instead.

The resident says they were refunded less than they paid

Check whether it was a partial refund. On a partial refund, any card surcharge is returned proportionally and rounded down, so the figure will not be a round share of the original.

On a FULL refund the resident receives everything the property charged them, including the whole surcharge. If a full refund appears short, raise it rather than assuming it is the surcharge rule.

Our books show a card cost after a refund

That is correct and intentional. When a card payment is refunded, the card processor does not return its processing fee. The resident is still refunded in full, so the property absorbs that fee. URBI records it as a journal entry against the property so the cost is visible rather than unexplained.

A refund does not appear in the resident's history

A refund is shown to a resident only when it is backed by a real refund entry in the accounting records. If a refund is missing from their history, the refund itself did not complete, rather than the history being wrong. Check the payment and the invoice, and look for a failed background job.

I cannot cancel a charge

If the charge has a paid invoice attached, cancelling is blocked on purpose. Refund the payment instead and choose the "charge cancelled, nothing owed" outcome, which achieves the same result and is properly recorded.

The refund went through but the books look wrong

Report it. These paths now fail loudly and retry rather than reporting success, so a genuine mismatch should surface as a failed job rather than as quietly wrong numbers. If you can see money moved and the books disagree, that is worth escalating rather than correcting by hand.