Getting Started
Q. | If we start using eUnifyPay, will we have to stop using what we use now? | |
A. | You will not be required to discontinue your current payment method; however, eUnifyPay is the recommended method for homeowner payments in uManage. Alternatively, you can also choose to offer both options to your owners. If you choose to discontinue your current payment option, your Owners may have access to their logins through the Bank or Service providers website. | |
| ||
Q. | If we switch to eUnifyPay, will Owners have to set up automatic payments again? | |
A. | If you eliminate your current payment method, and switch to eUnifyPay, Yes, the owners will need to set up recurring payments through eUnifyPay. | |
| ||
Q. | Does the Owner receive any notification when a payment is made, other than reviewing their payment history? | |
A. | UManage can send a notification to the Owner when a payment is made. | |
Returned Checks and Payment Failure
Q. | If a payment fails to process because of NSF or any other reason, is there a record of it on the Owner account? | |
A. | There would be a record in the owner's payment history; however, if the funds are not received from the originating bank (for any reason), the payment is removed from the owner's account. If the Owner disputes the charge with his bank or credit card provider, resulting in a chargeback, you would need to process it as an NSF. | |
| ||
Q. | How long does it take before a payment is returned NSF? | |
A. | The time frame can vary based on the method of payment. | |
Q. | What happens to the Delinquency Status of the account when a payment doesn’t go through. Will it cause the Workflow to start over? | |
A. | When we do not receive funds from the bank, the pending payment is removed from the owner's account prior to being applied to open balances. This means the delinquency status will not change. | |
Affirm
Q. | What is Affirm, and what does it do | |
A. | Affirm is a third party loan provider that interfaces directly with eUnifyPay, allowing the Owner to pay over time while the Association receives full payment up front. | |
| ||
Q. | How do we enable Affirm, if we want to use it? | |
A. | If you would like to offer Affirm to your clients, please contact eUnify support by submitting a ticket on the Help Desk, or call 480-802-4284. | |
Q. | Do we have to offer Affirm? | |
A. | No, it is not a required option, however this feature offers many benefits to your Associations and Owners. | |
Q. | If the owner pays through Affirm, and then defaults, how does the delinquency work? | |
A. | Any loan defaults are handled by Affirm, just as they would be if the owner were to borrow from their bank or other loan service. The benefit of Affirm is to take the collection burden off the Association/Management company. When the loan is approved, the association is made whole, and Affirm takes on all collection responsibilities pursuant to state and/or federal statutes. | |
General
Q. | While the payment is listed as “pending” what happens to the delinquent status? | |
A. | The payment will not apply to any open balances while it is in the "Pending" status and the delinquency status will not change until funds are received, and applied to the open balances. For this reason we normally recommend management companies account for this by adjusting the late fee run for a couple of days to allow payments to finalize. | |
| ||
Q. | For the option that allows the Owner to choose how they want their payment applied to open charges, will that override our established payment application? | |
A. | This option has not yet been implemented, however when it becomes available, it will override your current priority of payment application, when utilized. The purpose of this feature is to allow Owners the option of paying specific charges, such as a Reservation Deposit, an ACH fee or Pool Card replacement etc… | |
Troubleshooting
Q. | An Owner received the following error message when making a payment. What does this mean, and how do we fix it? "The PaymentIntent requires a mandate, but no existing mandate was found. Collect mandate acceptance from the customer and try again, providing acceptance data in the mandate_date parameter." | |
A. | Owners can delete the current payment method by clicking the "x" on the left hand side, then adding the payment method again using the same tab. If the Owner enters their banking details manually, they must add an email address so that the mandate can be emailed to them.
| |
| ||
Q. | ||
A. | ||
