Returned payments occur when a resident’s bank is not able to fulfill the payment the resident submitted. These transactions are marked as Returned in your Domuso account and will be debited from the property’s bank account. Knowing how to locate these payments and understand the return reasons can help you support residents more effectively.
Note: In Yardi, all returned transactions are marked as NSF (insufficient funds). Please use the Domuso portal to find the exact reason for the returned payment.
Common Reasons Payments Are Returned
Here are the most common bank-provided reasons for returned transactions:
- Insufficient Funds (NSF): The resident’s account did not have enough funds to cover the payment.
- Invalid Account Number: The account or routing number was entered incorrectly.
- Account Closed: The bank account used is no longer active.
- Stop Payment Issued: The resident requested their bank to cancel the transaction.
- Unauthorized Transaction: The bank rejected the payment due to suspected fraud or lack of authorization.
- Frozen or Restricted Account: The account is under review or temporarily frozen by the bank.
How to Locate and Review a Returned Payment in Domuso
Follow these steps to search for and view return details: (Insert Screenshots)
- Log into Your Domuso Account
- From the main dashboard, access your account.
- From the main dashboard, access your account.
- Navigate to the Reports Section
- Select Reports from the navigation menu to view your payment activity.
- Select Reports from the navigation menu to view your payment activity.
- Search for the Payment
- Use the search bar to look up the transaction using one or more of the following:
- Amount
- Payment ID
- Date Processed
- Unit
- Resident Name
- Category
- Amount
- Use the search bar to look up the transaction using one or more of the following:
- Tip: Adjust the date range filter to ensure it covers the date the payment was submitted. By default, the system shows the past 30 days.
- Select the Returned Payment
- Click on the Payment ID marked as Returned to open the payment details.
- Click on the Payment ID marked as Returned to open the payment details.
- Review the Return Reason
- In the History section of the payment details, you’ll find the return code and message provided by the resident’s bank.
- In the History section of the payment details, you’ll find the return code and message provided by the resident’s bank.
Supporting Your Residents
If a resident reaches out about a returned payment:
- Encourage them to verify their account details or contact their bank for more information.
- If the payment was returned due to insufficient funds or account closure, advise them to submit a new payment using an active and funded account.
- Suggest using a Domuso Certified Payment method (such as Certified ACH or Mobile Check Pay) for more secure and reliable processing in the future.
(Refer to Research Payments KB article.
For additional help understanding return codes or reconciling your deposit reports, please contact Domuso Support.