At times tenants may submit a payment, and then later decide they would like to cancel it. In Innago, we have a very short window where payments can only be cancelled the same day they are submitted, only before the respective ACH and Card Settlement cut-off times.
As a landlord or property manager, you will not be able to cancel payments, as they can only be cancelled by the tenant. For more information on how a tenant can cancel a payment, please click here.
Once a payment has been processing past this cancellation window, the transaction must continue to process until it’s complete. Any refunds or reimbursements for successful payments will need to be handled outside of Innago. If the tenant’s payment fails, they have 24 hours to resubmit their payment to avoid a reversal fee, and three days to submit a payment before we would initiate a reversal. For more information on payment failures, please click here.