How to Refund or Void Payments

ClickPay now offers the ability to void and refund individual transactions to Management Admin users.  

*If you do not have a Management Admin access level profile, you will not be able to execute voids or refunds from your ClickPay admin profile. You will need to reach out to an internal AR representative.*

How to Void a Payment:

The same processing day cancellation of a payment submitted by a resident through his/her ClickPay profile. Voids are only available for ACH and credit card payments in the ClickPay system. Once a payment is voided, it will not process fully, debit from the resident account/card, or appear on the resident ledger within your accounting software. Online bill pay (OLB) and physical check payments CAN NOT be refunded through the ClickPay system. Please follow the below steps to void a payment.

1. On your ClickPay dashboard, go to the financial reports tab and select payment history

2. After selecting "payment history, locate the specific payment using resident information:

• Name
• Account number
• Confirmation number

*If you are not seeing the necessary search criteria, click the Advanced arrow*

*You can also search by date, amount, property, etc.*

*Account number is the unit ID provided to ClickPay in your file/API transfer, not the resident bank account*

3. Once you've located the correct payment details, select the magnifying glass icon in the details column to the far of the payment breakdown.

4. After selecting the payment, you will be able to void the payment by entering a brief description in the comment section and then click "execute void"

If the execute void button is not displaying, then the payment has already been sent for processing and it not available for void/cancellation. You will need to wait 5 business days and then refund the payment.

*If you select the VOID with Rejection Email option, the payer will receive an email stating that his/her payment has been rejected by the management company. This may cause confusion*

Additional Void Details:

1. If you void a payment, you DO NOT need to make any changes to the resident ledger. It is as if the payment was never submitted
2. Completed voids will appear with a confirmation number starting with a “V”
3. If the void option does not appear, then that payment has been sent for processing to the bank and cannot be voided
4. Management Admins DO NOT have the ability to void credit card fees, only the subtotal payment made towards the monthly charge due
5. Credit/debit card voids may still appear on a payer’s activity as a “pending payment” for up to 7 business days, depending on the card/banking institution. It will eventually be removed.
6. Online bill pay and check payments CAN NOT be voided in the ClickPay system

How to Refund a Payment:

The electronic return of funds from the Association/LLC DDA to the payer’s origination account. The process can only take place after full settlement of funds, typically 5 business days after the original submission. Electronic refunds are only available for ACH and credit card payments submitted through the ClickPay system.

1. On your ClickPay dashboard, go to the financial reports tab and select payment history. After selecting payment history, locate the specific payment using resident information.

• Name
• account number
• confirmation number

*If you are not seeing the necessary search criteria, click the Advanced arrow*

*You can also search by date, amount, property, etc.*

*Account number is the unit ID provided to ClickPay in your file transfer, not the resident bank account*

2. Once you have located the correct payment details, select the magnifying glass icon in the details column to the far right of the payment breakdown.

*If you select a payment prior to the refund availability date (5^th business day after submission), the system will not allow you to continue with that refund. You will be provided with the date on which the payment will open for refund. *

4. If the transaction is available for a refund, take the following steps

• Check the refund box at the far right of the payment details
• Enter the refund details in the comment section
• Select "Processor and Management"

*A dropdown displaying two choices: Full Refund or Partial Refund. Please reach out to your ClickPay Account Manager for partial refund details and availability.*

*If you select Refund with Rejection Email, the resident will receive an email that the payment has been rejected by the management company. This may cause confusion*

After selecting Issue Refund, you will be asked to confirm the refund for a second time.

After the refund has been confirmed and executed, you will need to remove the original credit from the resident ledger in your accounting software. ClickPay refund data WILL NOT be transferred via the normal data exchange procedure; refunds must be manually tracked and updated by your AR team.

Additional Refund Details:

1. Management Admins will be able to submit refunds within 30 days of that payment’s submission. After that 30-day period, the payment will not be open for refund electronically through the admin profile
2. Refunds will return to the resident account in 1 business day; a refund initiated on Friday at 10AM will return to the resident’s origination account on Monday morning
3. Completed refunds will appear with a confirmation number starting with a “C”
4. Management Admins DO NOT have the ability to refund credit card fees, only the subtotal payment made towards the monthly charge due
5. Online bill pay and check payments CAN NOT be refunded in the ClickPay system

What is the timing of a refund once formally requested?

**If a resident requests a refund for an ACH payment, ClickPay must wait 5 business days to ensure the payment clears. After 5 days, upon formal written request from the property manager, ClickPay will initiate a refund to the resident. See the timing and process of the the refund below.**

• The refund/credit hits the resident's account on the NEXT business day after the issuing of the refund if the refund is processed before 7pm EST. The LLC bank account will receive a debt in the refunded amount the 2nd business day.