This video will walk a Business Office Manager on what steps to take when you have a Failed Payment Task.
SOP: Viewing and Resolving Failed Payments in the Sunbound Operator Portal
Objective
This SOP explains how to locate failed payments in the Sunbound Operator Portal, review failure details, and take the appropriate action to resolve or clear the task. It is intended to help team members quickly identify failed transactions and complete the correct follow-up step.
Key Steps
1. Open the Transactions Page to Find Failed Payments 0:13
- Log in to the Sunbound Operator Portal.
- In the left-hand navigation, click Transactions.
- Use this page as the primary location to review all transactions for your community.
2. Filter Transactions to Locate the Correct Record 0:25
- Use the filters at the top of the Transactions page to narrow results.
- Search by:
- Residence name
- Payer name
- Date range
- Last four digits of the payment method
- Filter by Status to display only failed payments.
3. Review Failed Payment Details 0:36
- Click the failed transaction you want to investigate.
- Review the transaction details, including:
- Date and time of payment
- Payment amount
- Payment method used
- Hover over the payment failed info button to view the exact reason the payment did not go through.
4. Check the Homepage Tasks Queue for New Failed Payments 1:01
- Return to the homepage after reviewing transactions.
- Look at the Tasks section, where new failed payments will appear automatically.
- Use this queue to identify items that need action.
5. Open the Failed Payment Task and Confirm the Failure Details 1:27
- Click Failed Payments in the Tasks section.
- Select the transaction you want to work on.
- Confirm the same key details shown on the Transactions page:
- Payment amount
- Payment method type
- Reason for failure
6. Choose the Correct Resolution Action 1:43
- Use the available task actions based on the situation:
- Resend Payment Reminder: Sends an email reminder to the resident or payer using the email on file.
- Add Payer’s Payment Method as Default: Add a new bank account or credit card and set it as the default payment method.
- Account Does Not Exist / No Longer Active: Use this if the resident has paid offline or is no longer associated with the account, so future payments will not be pulled.
7. Complete or Remove the Task 2:24
- After taking the appropriate action, click Complete Task to remove it from your queue.
- If the failed payment is no longer relevant, click Remove Task.
- Removing the task also clears the failed payment notification from the Tasks page.
8. Escalate Questions or Reference Help Resources 2:52
- If you are unsure how to view or handle a failed payment, contact the support team.
- You can also use the Knowledge Base in the portal for additional instructions and guidance.
Cautionary Notes
- Do not complete or remove a task until you have confirmed the payment status and chosen the correct resolution.
- If the resident has paid offline, make sure the account is marked appropriately so future payments are not attempted incorrectly.
- Use the failure reason details to avoid taking the wrong follow-up action.
- If the payment method or account information is unclear, escalate to support rather than guessing.
Tips for Efficiency
- Start with the Tasks page for newly failed payments, then use Transactions only when you need to search or verify details.
- Use filters such as residence name, payer name, date range, and last four digits to quickly find the correct transaction.
- Hover over the failure info button to get the exact decline reason without needing additional lookup.
- Keep the Knowledge Base handy for repeat issues or uncommon failure scenarios.