Refunding a Customer
In some instances, customers may request refunds if they have overpaid on their account. This can be a result of simple overpayment error (paying $1500 instead of $1200, for example), or can be the result of multiple payments applied to their account (for example, they submitted a rent payment without knowing that their roommate had already paid the rent, resulting in a double payment).
Typically if a customer overpays a small amount, their account will simply have a credit and they will simply owe less the following month. But in cases of accidental large overpayments or double payment, the customer may request a refund.
Refund requests are submitted by property managers and are subject to RVP approval. Refunds are applied to customers via their original payment method. For example, if a resident paid via debit card on the Customer Portal, the refund will be processed electronically and credited back to their account. If the customer paid by check, the refund will be routed through Sun’s Accounts Payable team and a check will be printed/mailed to them.
To request a refund:
- Open the Customer Ledger.
- Check the box next to the payment to be refunded, then click the Refund Request button at the top of the page.
- Note: Payments will be refunded to the original payment type, or can be paid by check. For example, if the resident paid via debit card on the Customer Portal, their debit card can be refunded directly, or they can receive a refund check.
- Complete the Refund details.
- Select Full Refund or Partial Refund.
- Note: if a partial refund is selected, the team member will need to enter the amount of the partial refund.
- Select the Refund Method.
- Enter a Reason for Refund.
- Refund reason should be clearly worded and clarify the reason for the refund. Reasons are not editable once entered.
- Click Submit for Approval.
- If the payment has cleared: The request will be routed to the property’s RVP for approval and if approved, the refund will be processed.
- If the payment has not cleared: The refund request will be initiated, but cannot be submitted for approval until the payment has cleared. You can access initiated refunds from the dashboard to locate them and submit them for approval once they've cleared. It is recommended that 2 business days pass for the payment to clear before submitting for approval. If the payment does not clear, the initiated refund request can be cancelled.
Once submitted for approval, the refund request becomes visible on the Customer Ledger’s Refund Request tab. The status will be updated when the refund request is approved/rejected.
Refunds that are initiated prior to the payment clearing are approved from the Customer Refund List by the RVP once the payment updates.
The RVP navigates to the Customer Tab > Customer Refunds > List
Full Knowledge Base Article: Customer Payments and Refunds