As a Property Owner/Manager, you are able to VOID or REFUND a PAYMENT directly from within the SMS. You will simply navigate to the Tenant record, click the TRANSACTIONS tab, and either VOID or REFUND the PAYMENT directly from there.


Please keep the following guidelines in mind:

  • ProPay has a refund limit of $750
    • If your refund amount is higher than this, please let us know
    • We will submit a request to ProPay on your behalf for a temporary increase
  • Anything older than 180 days cannot be refunded using this process, per ProPay
    • You will need to issue the refund using another means tied to your business bank account, such as Zelle, Venmo, PayPal, etc.

Please follow this process to VOID and REFUND the PAYMENT:

  1. Navigate to the Tenant
  2. Go to the TRANSACTIONS tab
  3. Locate the PAYMENT you need to void or refund
  4. Click VIEW > VOID > CONTINUE
    • Please be advised the refund may take a few business days to process and the Tenant to receive the funds 
  5. If you would like to modify the DESCRIPTION of the item to help "tell the story", please continue...
  6. Locate the PAYMENT you just voided/refunded > click VIEW
  7. Click the tiny little box directly above the CLOSE button
  8. Edit the description if you wish, to help "tell the story" of voiding/refunding the payment
  9. Click save to update the description field
  • Note: VOIDING a PAYMENT will stop the PAYMENT from being transmitted (sent) to the Payer's bank (if VOIDED within a few hours of the PAYMENT). 
  • If the PAYMENT transaction has already advanced in the settlement process (between banks), then a REFUND will be processed.
  • **WARNING** Voiding an INVOICE DOES NOT VOID THE PAYMENT. An INVOICE is NOT a payment.