This article will walk a Business Office Manager through how to reminder payers to make a payment or collect it directly from the Portal.
SOP: Collecting Resident Payments in Sunbound
Objective
This SOP explains how to locate a resident account in Sunbound and either prompt the resident/payer to make a payment or collect the payment directly in the office. It is designed to help staff complete the process quickly and accurately without needing to contact support.
Key Steps
1. Open the Accounts Page and Locate the Resident 0:11
- From the left-hand navigation menu, select Accounts.
- Use the filter at the top of the page to search for the resident by name, or select the resident directly from the main list.
- Confirm you have opened the correct resident account before proceeding.
2. Review the Resident’s Outstanding Balance 0:22
- In the resident’s account, review the current balance due.
- Confirm the amount owed for the month before taking any action.
- In the example shown, David Brown has an outstanding balance of $8,800.
3. Select the Collect Option 0:33
- Locate the Collect button at the top of the resident account.
- Click Collect to open the available payment collection options.
- Review the options carefully before choosing the next step.
4. Choose the Correct Payer or Resident Payment Path 0:46
- If the resident is a current resident, select the appropriate payer associated with the account.
- Choose the payer that should either:
- receive the payment notification, or
- be verified for direct payment collection.
- Make sure the selected payer matches the intended payment workflow.
5. Send a Payment Prompt to the Payer 0:46
- If the goal is to remind the payer to submit payment, select Send to Pay.
- This action sends a payment prompt to the payer.
- It also sends a reminder email to the resident with a payment link and receipt details.
6. Collect Payment Immediately in the Office 1:03
- If the resident or payer is physically present and wants to pay immediately, select Collect Pay Now.
- Enter the required payment method information:
- credit card, or
- bank account.
- Complete the payment collection process in the office without needing to contact Sunbound support.
7. Use This Process for Late Payments When Appropriate 1:11
- This in-office collection option is especially useful after the 10th of the month when payments are overdue.
- Use this method to help close outstanding balances faster.
- Confirm the payment has been successfully processed before ending the interaction.
8. Escalate Questions to Support Resources 1:20
- If you need additional help, use the Knowledge Base from the left-hand menu.
- You may also contact the Customer Success team for assistance.
- Use support resources before escalating further if the issue is procedural or account-related.
Cautionary Notes
- Verify the correct payer before sending a payment prompt or collecting payment.
- Do not proceed until you confirm the resident account and outstanding balance are accurate.
- When collecting payment in person, ensure the payment details entered are correct to avoid processing errors.
- If the resident is not present or has not authorized immediate collection, use the appropriate reminder workflow instead of collecting on the spot.
Tips for Efficiency
- Use the Accounts page filter to quickly find the resident instead of scrolling through the full list.
- Keep the resident’s balance visible before selecting Collect so you can confirm the amount due.
- Use Send to Pay for remote reminders and Collect Pay Now for immediate in-office payments to avoid unnecessary back-and-forth.
- For overdue accounts, handle collection promptly after the 10th to reduce delinquent balances.
- Bookmark or familiarize yourself with the Knowledge Base for faster troubleshooting.