Refunding an applicant

You can refund money to an applicant from their contact record. For example, you might need to:

• Refund money back to an applicant, i.e. a holding deposit
• Refund an agency fee that the applicant has paid, i.e. the applicant has paid for tenancy agreement amendments
• Refund an agency fee where you have processed the agency fee from your client account - where you have had an 'Insufficient Funds' warning flag when trying to process the refund

Add bank account details to an applicant

Add the applicant's bank account, so the refund can be paid to them.

1. Click Contacts on the main navigation bar
2. Select the relevant contact (applicant) from Recent & Favourite Contacts
   1. Alternatively, find the contact (applicant) using the Search Contacts bar in the top right
3. Click Contact on the side menu
4. Click the Bank Details top tab
5. Click Add Bank Account
6. Locate the applicant's bank in the list and click Select
7. Click Confirm

Alternatively, if the bank isn't listed, you can add a new bank account.

1. Click Add Bank Account
2. Click Add New
3. Enter the relevant bank branch details and click Ok
4. When the details have been verified as correct, click Confirm
5. Enter the bank details for the applicant and click Add

Refunding monies to an applicant

Use this to refund money the applicant has paid you, for example a holding deposit.

1. Click Contacts on the main navigation bar
2. Select the relevant contact (applicant) from Recent & Favourite Contacts
   1. Alternatively, find the contact (applicant) using the Search Contacts bar in the top right
3. Click Actions
4. Within the dropdown menu, click Refund
5. The Refunds For window opens. Complete the following:
   1. Refund Date - Enter or edit the date for the refund
   2. Refund Type - In the dropdown menu, click how you're going to pay the money back to the applicant
   3. Send Refund - Make sure this is ticked
   4. Refund from Client Account - In the dropdown menu, click the bank account you're refunding the money from
   5. Bank Reference - Add a reference, if needed
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 the relevant Charge Item
   3. Edit the Description as required
   4. Enter the Net Amount. If Fees has been selected and you are VAT registered, VAT will automatically be added
8. Click OK
9. Click Update

A record of the refund is available to view in the applicant's Timeline, where you can click View to open it. It's also recorded in Transactions on the side menu.

The transaction will also be in your relevant Client Account Reconciliation list so you are able to confirm the refunded money has been paid out of your client account.

Refunding agency fees to an applicant

Use this to refund an agency fee the applicant has paid, such as an administration fee.

1. Click Contacts on the main navigation bar
2. Select the relevant contact (applicant) from Recent & Favourite Contacts
   1. Alternatively, find the contact (applicant) using the Search Contacts bar in the top right
3. Click Actions
4. Within the dropdown menu, click Refund
5. The Refunds For window opens. Complete the following:
   1. Refund Date - Enter or edit the date for the refund
   2. Refund Type - In the dropdown menu, click how you're going to pay the money back to the applicant
   3. Send Refund - Make sure this is ticked
   4. Refund from Client Account - In the dropdown menu, click the bank account you're refunding the money from
   5. Bank Reference - Add a reference, if needed
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, and then click Administration Fee
   3. Edit the Description as required
   4. Enter the Net Amount. If Fees has been selected and you are VAT registered, VAT will automatically be added
8. Click OK
9. Click Update to save

A record of the refund is available to view in the applicant's Timeline, where you can click View to open it. It's also recorded in Transactions on the side menu.

The transaction will also be in your relevant Client Account Reconciliation list so you are able to confirm the refunded money has been paid out of your client account.

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 applicant for agency fees:

1. Click Accounts on the main navigation bar
2. In the side menu, within the Bank Transactions section, click Process Agency Fees
3. On the relevant client account that you will be paying the applicant 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, and then click anywhere on the screen to ensure the amount entered will be saved. The Net payable figure will now be recalculated accordingly
7. Click Update
   
8. Click Process Agency Fees to return to your Client Accounts. You will see the amount held in Total to Pay

Once this has been completed, you can follow the relevant 'Refunding' steps above.

• Related Help Centre articles that you may find useful.

  Refunding monies held on an applicant

  Receipting monies on an applicant

  Receipting a holding deposit