How to Void and Correct Payments

We have until 8:00 pm CST, same day in most cases, to void a scanned payment or a portal ACH payment. We are not able to void a credit card payment made in the portal. If a payment is made on the weekend, we’ve been able to void on Monday.

To determine if the payment can be voided, click on View > View Transaction Details.

If the Void option is there, you can void it. After clicking VOID, a box will pop up to confirm the reason you're voiding this payment.  Most of the time, it's when a resident mistakenly pays their rent twice, or overpayment etc. 

If the void option is missing, it’s already begun processing or has been processed.

After this time frame has lapsed, the only option would be to request a refund, request an additional payment or request a payment adjustment. See below.

Scanned Money Order Error – Example, the money order was for $500 and posted to the account for $50. You will need to create a ticket in the Olympus Support Desk for an IRD Adjustment. We will submit the request. This process usually takes 2-3 weeks to research and correct.  [Transaction Type IRD]

Scanned Check Error – Example, the check is for $500 and posted to the account for $50. If the transaction type is IRD, Realpage is unable to adjust these payments. In this scenario, we would need to ask the resident to submit another payment for the difference.

Overpayment or Duplicate Payment – You can request a refund in the Olympus Support Desk **Please follow the instructions for requesting a resident refund.