When a transaction fails, we immediately alert both you and the tenant of the failure and its cause. Due to the failed transaction, a $25 fee is assessed to the tenant; however, if the tenant resubmits and resolves the issue within 24 hours of the failure notification, we waive the $25 fee. The invoice status will remain as “Fully Paid”, unless we have to complete a reversal of funds from your account.
If the transaction still has not been resolved three days after the initial failure, we reverse the transaction by initiating a debit from your recipient bank account. We mark the invoice as “Unpaid” or “Overdue” at that time, and apply any relevant late fees.
Please Note: You will not be able to record offline payments on a transaction that has failed and has not yet been resolved. You will need to wait until the reversal has completed, and the invoice status changes from “Fully Paid” to “Unpaid” or “Overdue”. For this reason, it’s best to have your tenant pay electronically to avoid having funds reversed from your account.