When a payment is submitted, a window appears to confirm the transaction. Once this window is passed, the resident user can no longer cancel the payment. However, as long as the payment:
1.It is still processing. 2. Has not exported to a property management company's software (if relevant)
Then, the property management company can cancel a payment on the platform. Property Managers who log in to www.rentpayment.com can find the “Cancel Payment” window on the “Transaction Details” screen.
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How do you locate the “Cancel Payment” window?
This screen can be reached by Clicking "View" on the relevant payment from the resident's account history and then selecting "View" in the “Transactions” area.
Go to “Reports,” search by the reference number, and then select "View" in the “Transactions” area.
---------------There is a required comment field when performing this action. We recommend providing a short description of the reason for the payment cancellation.
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Property Managers can also contact accountmanagement@rentpayment.com for assistance with payment cancellation. Please be sure to provide as much detail as possible, including, but not limited to, the resident's first and last name and any reference numbers. As payment cancellation requests are time-sensitive, they are often better self-managed, as the Technical Account Management team may be unable to assist in time.