Refunding a fee to a landlord

Occasionally, you may need to refund a landlords money. This might be due to an overcharged fee or as a goodwill gesture. The best way to action this is via the refund fee process.  

This article includes: 

Refunding agency fees to a landlord

  1. Click Contacts on the main toolbar
  2. Select the relevant contact (landlord) from Recent & Favourite Contacts
    1. Alternatively, find the contact (landlord) using the Search Contacts bar in the top right
  3. Click Actions
  4. In the dropdown menu, click Refund
  5. The Refunds For window opens
    1. Refund Date - Enter or edit the date for the refund
    2. Refund Type - In the dropdown menu, click on your preferred payment type for how you are going to pay the money back to the applicant
    3. Send Refund - Ensure this is ticked if it isn't already
    4. Refund from Client Account - In the dropdown menu, click on the bank account you are going to refund the money from
    5. Bank Reference - Add a reference if necessary
  6. Click Add Refund Item
  7. The Add Refund Item window opens
    1. Enter the Charge Date
    2. In the Charge Item dropdown menu, click Fees, then click Administration Fee
    3. Edit the Description as required
    4. Enter the Net Amount. If you are VAT registered, VAT will automatically be added
  8. Click OK
  9. Click Update


If you receive a red warning triangle stating You have insufficient funds for one or more items on this refund, please follow the process below. Once completed, you can follow the relevant refunding process above

Refunding administration fees that have been processed and paid out of your client account

In order to ensure that there are funds available to process a refund to the landlord for agency fees:

  1. Click Accounts on the main toolbar
  2. On the side menu, within the Bank Transactions section, click Process Agency Fees
  3. On the relevant client account that you will be paying the landlord from, ensure that there are agency fees available to process. (There must be agency fees available to process here in order to proceed with the refund. As such, you may have to process some rent payments to be able to process the refund)
  4. Click View on the relevant client account
  5. Next to Balance carried forward, click £0.00
  6. Enter the total amount of agency fees you wish to refund. Click anywhere on the screen to ensure the amount entered, is saved
  7. The Net payable figure will now be recalculated accordingly. Click Update to show the balance brought forward

  8. Click Process Agency Fees to return to your client accounts. You will see the amount held in Total to Pay


Refunding a negative fee

  1. Click Property on the main toolbar
  2. Select the relevant property from Recent & Favourite Properties
    1. Alternatively, find the property using the Search Properties bar in the top right
  3. Click Actions
  4. In the dropdown menu, click Charge
  5. Click Add Charge
  6. Under Charge Item, select a fee item
  7. Edit the Description as required
  8. Enter the amount you wish to refund as a minus/negative
  9. Confirm the VAT rate and Total Charge amount are correct
  10. Click OK 
  11. Tick Raise Now next to the relevant charge and then click Raise Selected 
  12. Process Agency Fees will need to be updated for this to show as payable to the landlord 

 Did you know...

There is also a troubleshooting article on There are insufficient funds to refund fees, which you may also find useful

Related articles: 

Paying a landlord

Setting up an admin fee on a property

Setting up a letting fee on a property

Setting up initial fees

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