When do chargebacks occur?
- An applicant is not approved for a unit, and disputes their application fees (usually under the reason “services not provided” or “services not as described”)
- A resident moves out but neglects to cancel their Autopay (“Cancelled Recurring Transaction”)
- A Joint account holder, or other payer doesn’t recognize a charge (for example, a resident’s Mother pays his rent, then forgets doing so, and when she sees the bank statement she doesn’t recognize the charge)
- Extremely Rare cases of true fraud
In the event that you do have to dispute a chargeback, we’ve made that easy for you.
Subscribing to chargeback notifications is super easy. Simply go to your user profile and turn the Chargeback Risk switch to the green On position for the accounts for which you want to be alerted.
Here is what a chargeback notification email looks like. Simply click ‘Review Docs’ to be taken to the payment details screen where you can begin the chargeback dispute process.
Disputing Chargebacks used to be a manual process involving our support team and a ton of email correspondence. To make this easier, this is now an automated process that can be done entirely within the application. From this screen, simply click the ‘Add attachment’ button to start the process.
Users can upload any PDF, PNG, or DOC files they want to use to support their Chargeback Dispute claim.
When you’ve uploaded all of your supporting documentation, simply click submit for Review
Just fill in a few details. We'll take care of the rest.
Important: if you're a resident, please review our help page for residents. Submitting this form does not in any way constitute an attempt to pay your rent, or, any other balance you may owe. The best way to receive support is to contact your community manager directly.
Looking for support? Trying to pay your rent? Don't use this form! Click here instead.