Tenant 

What we will do: 

• Adjust the tenant ledger in the way you specify.
  • Charge tenant: Create a new outstanding charge on the tenant ledger. 
  • Charge bill to tenant: Create a new outstanding charge on the tenant ledger linked to an existing bill. 
  • Edit Charge: Change the amount, coding, or other aspect of an existing charge as you specify. 
  • Reverse Tenant charge: Reverse an existing charge so it no longer appears on the tenant ledger. 

Note: If you want to credit a charge so that both the charge and the credit stay on the tenant ledger, please use Tenant > Issue Credit

Owner

What we will do: 

• Stop all recurring charges after the Date of Cancellation. 
• Remove the property reserve. 
• Use all remaining funds to pay outstanding bills. 
• Send any remaining funds to owner. 
• Prepare standard paperwork. 
• Hide property & owner. 

Note: If the tenant needs to be closed out first, select “Yes” to the question about outstanding tasks and let us know in the space provided. Then, after this request is submitted, please submit another request for Tenant > SD Refund or Transfer and note that this is part of a cancellation process.

Owner

What we will do: 

• Enter the bill from the information provided (work order #, amount, attachments, property, vendor, etc). 
• Approve and pay according to the selected “Payment Urgency” below. 

Note: The default urgency is the normal payment schedule.

Vendor

Ex: a property is expecting a large repair bill and all available funds need to be reserved for it

What we will do: 

• Hold all owner disbursements. 
• Hold all management or vendor payments (except for the one(s) you specify). 
• Put flags in our process to spot the bill that needs to be paid, and make sure it gets paid first. 

Note: When you are ready to release the hold, submit another “Hold Funds” request and note that this is the releasing of the hold requested earlier

Vendor

Ex: a vendor is requesting 50% down before beginning work on a large project

What we will do: 

• Locate the bill specified on the form and verify the vendor, amount, and property. 
• Verify that the property has enough funds to pay the advance. 
• Make a partial payment on the bill in the amount you specify.

Tenant 

Tenant (general): the tenant is receiving credit for an out-of-pocket purchase or as a general concession. 

Tenant (apply to specific charge or GL): the tenant is receiving credit for a charge previously entered on the ledger. 

What we will do: 

• Enter a credit to the tenant ledger using the amount & GL you specify. 

• Note: Please indicate whether the owner or the management company should bear the cost.

• Note: This credit will show on the tenant ledger. To fully remove a previous charge from the tenant ledger, please use Tenant > Add, Edit, or Reverse Charge.
• Note: If you want to send funds back to the tenant, please use Tenant > Refund (Not SD).

Owner

What we will do:

• Enter a payables credit in the amount you specify, for the vendor/payee you specify. 
• Note: Owner credits are invisible until applied against a bill. Credit for a future bill will not appear on the owner statement, even if it is entered in the system, until that future bill is entered and the credit is applied.
• Note: If you want the credit to show on the owner statement immediately, please use Owner > Refund/Reimburse.

Owner 

What we will do: 

• Adjust the tenant ledger in the way you specify.
  • Charge tenant: Create a new outstanding charge on the tenant ledger. 
  • Charge bill to tenant: Create a new outstanding charge on the tenant ledger linked to an existing bill. 
  • Edit Charge: Change the amount, coding, or other aspect of an existing charge as you specify. 
  • Reverse Tenant charge: Reverse an existing charge so it no longer appears on the tenant ledger. 

Note: If you want to credit a charge so that both the charge and the credit stay on the tenant ledger, please use Tenant > Issue Credit

Owner 

What we will do:

• Verify that the property has enough funds for the disbursement. 
• Process disbursement for the requested amount. 
• Default: will be processed in the regular disbursement schedule.  
• Will pay ASAP if specifically requested. 

Note: If you want to refund the owner’s/property’s account without making an actual cash payment to the owner, please use Owner > Refund/Reimburse

Vendor

What we will do: 

• Locate the bill you specify. 
• Verify that the property has enough funds to pay the bill. 
• Process the bill payment. 
• Notify you if anything is preventing us from paying the bill.

Vendor

What we will do: 

• Locate the bill you specify. 
• Verify that the property has enough funds to pay the bill. 
• Process the bill payment. 
• Notify you if anything is preventing us from paying the bill.

Tenant (Not SD)

What we will do: 

• Verify that the property has enough funds. 
• Set up the refund on the tenant ledger. 
• Issue the tenant check through AppFolio and send it to you for mailing. 
• Note: If the tenant should receive funds by ACH, please make sure their banking information is attached to their tenant page in AppFolio.
• Note: If you want to keep the tenant’s funds and hold them against future charges, please use Tenant > Issue Credit.

Tenant

What we will do: 

Refund SD: We are handling the disposition of the tenant’s security deposit.

• Verify the information submitted on the form with the information in AppFolio. 
• Verify all charges are added. 
• Verify refund or balance due is what we expected. 
• Transfer funds if necessary. 
• Post & finalize move-out accounting. 
• Issue refund if applicable. 
• Prepare standard paperwork. 

Transfer SD: An occupied unit is leaving management and the SD needs to go to the owner or new PM

• Verify the information submitted on the form with the information in AppFolio. 
• Close out the tenant records at $0. 
• Send the security deposit to the owner or new PM specified on the form. 
• Prepare standard paperwork. 

Note: To complete the full property/owner cancellation, submit a new request for Owner > Cancellation.

Tenant, Owner, or Vendor

What we will do: 

• Follow standard procedures for standard actions. 
• Research and resolve unique cases. 
• Send you a status update.