This article will walk AR teams and Business Office Managers on how to utilize the transactions page.
SOP: View Transaction Statuses in the Sunbound Operator Portal
Objective
This SOP explains how to locate, filter, and review transaction statuses in the Sunbound Operator Portal. It also covers how to view transaction details, identify failed payment reasons, and find transaction history from a resident’s account page.
Key Steps
1. Open the Transactions tab 0:12
- Log in to the Sunbound Operator Portal.
- From the left-hand navigation, select Transactions.
- Use this page to view all transactions coming in through Sunbound for your community.
2. Filter transactions to find the record you need 0:25
- Use the available filters to narrow results by:
- Payer name
- Resident name
- Date
- Last four digits of the payment method
- Status
- To view only failed payments, select Failed under the status filter.
- Reset filters when needed to return to the full transaction list.
3. Review the transaction list and payment status 0:47
- After filtering or resetting, review the transaction table.
- Confirm the following details are displayed:
- Payer name
- Resident name
- Amount
- Payment method type
- Payment status
- Use the status column to quickly determine whether a payment succeeded or failed.
4. Open a transaction for full details 1:02
- Click on a specific payment or transaction from the list.
- Review the transaction detail page for:
- Full payment details
- When the payment was made
- Payer information
- Use this view when you need more context about a specific transaction.
5. Check the failure reason for declined payments 1:12
- If a payment failed, hover over the info icon/button.
- Read the exact reason the payment did not go through.
- Use this information to determine the next action or to communicate the issue accurately.
6. View transaction history from the Accounts page 1:20
- If needed, navigate to the Accounts page from the left-hand menu.
- Review the list of current active residents.
- Filter or search for the resident you need.
- Click the resident’s name to open their account page.
- Review the full list of that resident’s transactions on the account page.
7. Get help when needed 1:40
- If you have questions or cannot locate the information you need, contact the Sunbound support team.
- Use the Knowledge Base in the portal’s left-hand navigation for additional instructions and reference material.
Cautionary Notes
- Do not assume a failed payment reason without checking the info icon/button. The portal provides the exact failure reason on the transaction detail view.
- Make sure you are viewing the correct resident or payer before taking action. Use filters carefully to avoid reviewing the wrong transaction.
- If transaction history is not visible on the Transactions tab, check the resident’s account page for a complete list of their transactions.
Tips for Efficiency
- Use the status filter to quickly isolate failed payments when troubleshooting.
- Use the last four digits of the payment method when you know the card or account details to narrow results faster.
- Start with the Transactions tab for a broad search, then move to the Accounts page for resident-specific history.
- Keep the Knowledge Base handy for repeat questions or process refreshers.