In your Payment History you have a "Status" column. In this column you will see one of two statuses: Processing, or Paid Out.
The Processing status means that this payment is currently being moved from the resident to the property management company. While the payment is under this status the resident may request a refund for this payment by clicking on the "Contact Support" link on the right side of the page.
The Paid Out status means that this payment has reached the property management company and has been deposited into their bank account. With this status only the property management company can request a refund for this payment.
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