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Automated Dispute Handling Process for FSPAY 3.0

Article 000002149 · Updated Nov 27, 2023

We’re updating this article. Some screenshots or names may look older than what you see in the product.

Automated Dispute Handling Process for FSPAY 3.0

Overview:

After a Payment is being made, the homeowners raise disputes in few cases due to the following reasons: In such cases, FRONTSTEPS platform will automatically accept the dispute (loose the dispute) and refund the total amount (assessment amount + fee amount) to the homeowner and a transfer reversal is being made from Community’s (HOA) Bank Account.
 

Process:

  1. When a payment is disputed:
If the dispute needs a response, then close the dispute and acknowledge it as lost. If no response is needed, then do nothing here.
  1. All payment disputes should have transfer reversal initiated.
    • The amount for the transfer reversal should be Amount received Minus application fee amount.
  2. Send an email (email format below) to a specified email address in the Payment Dispute contact.
    • The email address will be specified in FSPay Admin for the Management Company.
      • If there is no Payment Dispute contact listed, then send email to the Support Contact.
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4. In FSPay Dashboard the status of the disputed transaction will display disputed in the Payments Tab.
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In the Homeowners tab, Recent Transactions will also show a Disputed Transaction.
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The Payouts tab will show the reversal with a negative amount.
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