When a payment does not behave as expected, working through a consistent checklist helps identify whether the issue is related to timing, status, or processing. Completing these steps before contacting PropertyBoss Support reduces delays and helps support assist you more efficiently.


Use this checklist whenever you are researching payment questions or discrepancies.


TABLE OF CONTENTS


Step 1: Identify the Exact Payment or Deposit

Start by narrowing your focus to a single item. Confirm:

  1. The tenant or payer name
  2. The exact amount
  3. The date the payment was submitted
  4. The report or register where you see the payment

Avoid researching multiple payments at the same time. One transaction at a time leads to clearer answers.


Step 2: Confirm the Payment Status

Review the payment status shown in PropertyBoss. Check whether the payment is:

  1. Pending
  2. Completed or cleared
  3. Returned or NSF
  4. Reversed or voided
  5. Not sent or not executed

Payment status explains whether funds have moved, are in progress, or were pulled back.


Step 3: Check for Timing Factors

Consider whether timing may explain the difference. Ask:

  1. Did this occur near a weekend or holiday
  2. Was the payment submitted after normal cutoff times
  3. Is the deposit grouping activity from multiple days

Timing differences are one of the most common causes of confusion.


Step 4: Look for Returns or Chargebacks

Review whether there is evidence of returned or disputed payments. Look for:

  1. ACH returns
  2. Credit card chargebacks
  3. Reversals posted after the original transaction

These often reduce deposit amounts and may occur days or weeks after the original payment.


Step 5: Review Deposit Details Carefully

Deposits are net amounts, not simple totals. Confirm:

  1. Whether the deposit includes credits and debits
  2. Whether adjustments from earlier payments are included
  3. Whether the deposit spans multiple processing days

A lower deposit does not automatically mean missing funds.


Step 6: Confirm the Payment Was Sent for Processing

Ensure the payment was actually transmitted to the processor. Verify that the payment:

  1. Was executed or sent
  2. Did not remain in a not sent status
  3. Was not deleted or reversed before processing

Payments can exist in the system without ever moving funds.


Step 7: Compare Reports Before the Bank Statement

Before involving support:

  1. Review relevant payment and deposit reports - B310, B312, B525, and E101 
  2. Compare reports to each other - ProPay Utilities Statements and E101 and B312
  3. Identify specific transactions that differ

PropertyBoss Support cannot reconcile to your bank statement, so internal review is required first.


Step 8: Narrow the Question

Before contacting support, be ready to answer:

  1. Which exact payment or deposit is in question
  2. What you expected to happen
  3. What actually happened
  4. What status the payment currently shows

Clear questions lead to faster, more accurate answers.


When to Contact PropertyBoss Support

After completing the checklist, contact support if you need help explaining:

  1. Why a specific payment returned
  2. What caused a chargeback or reversal
  3. Why deposit timing differed
  4. What a payment status means

Support focuses on explaining system behavior and payment processing.


When Support Cannot Assist

PropertyBoss Support cannot:

  1. Reconcile deposits to your bank
  2. Identify missing payments by reviewing statements
  3. Determine what total amount you should have received
  4. Perform accounting or bookkeeping tasks

Those responsibilities remain with your internal team.


Best Practice Going Forward

Using this checklist consistently:

  1. Reduces unnecessary concern
  2. Speeds up support interaction
  3. Improves payment clarity across your team

Most payment issues can be explained once the right transaction and status are identified.