Understanding declined charges

When a resident declines a charge instead of approving it, that charge doesn't disappear. This article explains where to find it, what it looks like, and what you can do next.

Who this is for: property staff who create and manage charges in the Transaction Center.

Where declined charges show up

A declined charge appears on both the Charges tab and the All tab, right alongside every other charge. It carries a Declined label so you can tell it apart from a charge that's still waiting on the resident, or one that's already been paid.

If you only want to see declined charges, use the status filter and choose Declined. That narrows the list to charges the resident has actively turned down, rather than ones simply waiting for a response.

Reading the decline reason

Open the charge to see its details. The Response section shows the reason the resident gave when they declined it, in their own words. If they didn't type anything, this section says "No reason given" instead of leaving a blank.

The charge itself is frozen once it's declined: it won't move forward on its own, and the drawer shows a notice confirming that.

What you can do next

A declined charge gives you two options, both in the same drawer:

• Void charge: cancels the charge outright. Use this when the charge shouldn't have been sent, or the resident's decline settles the matter.
• Create replacement charge: opens a new charge already filled in with the same property, unit, billing account, amount, description, category, and tax treatment as the declined one. Review the details, set a due date, and send it. The original declined charge is left exactly as it was; creating a replacement never voids it for you.

Use replacement when you want to adjust something (the amount, the description, the due date) before asking the resident again. Use void when there's nothing to replace.