Correcting a mis-posted credit

When a credit is mistakenly posted to a tenant, it can sometimes involve a handful of corrective steps. Before attempting to make the corrective transfer to move the credit to the intended location, there are a few things to consider. 

N.B - This is a generalised scenario. If you are ever unsure that the steps fit your issue, please contact support Help Desk on 02920 367960 or [e-mail]

Scenario 1

1. Was the tenant in arrears at the time of the credit being allocated and are they still in arrears? If yes, then it means that credit has moved to the landlord account. 
2. Check the landlord account, is the credit there or has it gone against maintenance, therefore moving credit to the contractor. 

Scenario 1 - Providing neither Landlord or Contractors have been paid out credit from their accounts, thereby paying them in the real world. If they have, contact support to discuss the best action.

• Prepare Tenant Account - Make Rent Undue, temporarily clearing all visible rental arrears from the account. Potential description would be 'Temporarily clearing arrears to correct misallocation of credit'. The tenant should now be zero. This must be done to stop credit looping around.
  
  
• Prepare Landlord Account - You will need to temporarily undo the maintenance job. Actions in the upper right > Maintenance Deduction Refund > 1-3 years > Select Job > Maintenance Deduction Refund to confirm. The landlord should now be in credit. 
  
  
• Return to the Tenant - Actions in the upper right > Manual Rent Refund > Input the amount that was incorrectly allocated/paid over to the landlords account > Manual Rent Refund to confirm(the system will make management fee corrections for you). Now you can move the credit via Actions > Transfer to another person.
  
  Final Steps
• Tenant Account - Arrears can now be readded. Actions in the upper right > Make Rent Due. If you've linked payment as a repeat, you'll need to Cancel this via Standing Orders on the left. 
  
  
• Landlord Account - Re-apply Maintenance Deduction(copy the description from the original) via Actions > Maintenance Deduction. 
  Lastly, you'll need to create a corrective statement to exclude the erroneous entries from the landlords next genuine statement. To begin, Actions > Create Invoice > Send to postbag to No. Then, Tick all entries you wish to Hide > Create Invoice to save.

Scenario 2

Credit has been allocated to a tenant as a repeat with no arrears and is sitting on their account. 

• Tenant Account - Break the repeat link via Standing orders on the left hand ladder. Now you can move the credit via Actions > Transfer to another person