My Scanned IRD (Image Replacement Document) Payment Posted With The Wrong Amount
NOTE: ACH transactions cannot be adjusted per NACHA regulations. Please see Additional Info below.
Comunity managers can void a payment transaction if you notice the error on the same day it was scanned. Adjustments should be made before 8PM CST:
2. Locate the household and click View next to their name
3. Go to the Ledger tab
4. Click View next to the transaction
5. Click View Transaction Details
6. Click Void
The void process is only relevant for ACH and IRD payments (not credit card) and must be completed before 8:00 PM Central time on the same day the payment was processed or by 8:00 PM CT on Monday (or next non-holiday) for payments processed on a weekend or banking holiday. Once RealPage Payments are close and batched out to the banking system, a void cannot be submitted.
If you noticed the error several days after the payment was posted, please contact Realpage Support by opening a Support Ticket.
Please have the following information ready before you open a ticket:
- Resident/Applicant Name: The person making the payment
- Transaction Batch ID: Payment Reference Number from the payment ledger
- Unit Number: The unit number the check/money order was scanned under
- Transaction Date: The date the check/money order was scanned on
- Transaction Amount: The amount the check/money order was scanned for
- Transaction Amount Requested: The amount the check/money order was for
Additional Information
If the payment has been processed as ACH rather than IRD, you cannot adjust ACH transactions per NACHA regulations. You can have the resident contact their bank and request to return the check because the check was for a different amount than what they wrote it for. However, this will mean that the whole check would be debited from the account to which it was posted.