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. | |
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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. | |
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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. | How long does it take for an eCheck payment to process? | |
A. | An eCheck payment uses the ACH network and can take up to several days to complete the transaction. During this time the ACH network verifies funds availability and either marks the transaction as Success or Failed. The eCheck payment is immediately reflected on the owner's ledger when the payment is initially accepted. | |
Q. | If an eCheck payment fails to process because of NSF or any other reason, is there a record of it on the Owner account? | |
A. | If the eCheck payment fails (ex: non sufficient funds, account closed, etc.) then the payment is automatically voided from the owners ledger just as if the payment never happened. The failed payment is reflected on the eUnifyPay History tab. Check the 'Show Deleted Trans' box to view voided eCheck payments. A dispute can occur up to 180 days after the payment is made. If the eCheck payment is disputed, then the process is to treat the payment as NSF so both the original payment and the NSF reversals are visible on the ledger. The eUnifyPay notification email receives notification of disputed payments and failed payments. Additionally, the eUnifyPay > Manage Disputes page provides a streamlined way to identify and process disputes and fails. | |
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Q. | How long does it take before a payment is returned NSF? | |
A. | The time frame can vary based on the method of payment but typically happens in 1-3 days. | |
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. | |
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. | |
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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… | |
Q. | We closed the bank account linked to eUnify Pay but we also have a remaining balance, how do we get those funds? | |
A. | You will update the PayOut and Deposit banks for that association to an active bank account, then once that is done, the remaining amounts should deposit in the new account overnight. | |
Q. | Can Pending eUnify Pay payments be canceled? | |
A. | No, they cannot - if a homeowner makes a payment in error, wait until the payment posts and then you can issue a refund back to the owner. | |
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.
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