Delinquency Stages determine how and when Storable Edge automates or assigns tasks to a unit that is overdue on rent. It's a great way to reduce your workload and rely on the software to remind you of important actions or even do the work for you!
Your delinquency stage settings are located within your Corporate account.
To note, you may only edit a delinquency schedule from within your Corporate account. Check out our article on Corporate Delinquency to learn more.
Navigate to Settings from the left-side navigation bar from within your Corporate account.
Select Software Settings from the top navigation bar.
Click Current Schedules from underneath the Delinquency header.
The first step in setting up or making adjustments to your delinquency stages is determining whether the stage should be a recurring delinquency stage (that can occur once every billing period) or a non-recurring delinquency stage (that occurs only once when rent is unpaid). You can read more about both stages on our help site.
Adding a delinquency stage
To add a new delinquency stage, click the Edit button next to the schedule you'd like to add to from within the Delinquency Schedules page. You will be directed to a page specific to that delinquency schedule. Click Add New Stage from the top of the delinquency schedule's table.
An Add New Stage slider will populate on the right side of the schedule's table.
Description: Use this field to provide a name for the delinquency stage. If you want this stage to recur, check the Recurring box and enter the date within each billing period when the action will be triggered.
Example: Send Lien Notice, Schedule Auction-
Set the number of days past the date that rent is due that you want the delinquency stage to take effect.
If the setting is for days past rent due, the corresponding delinquency actions will trigger once per day, based on how many days delinquent the unit is.
If the setting is for days past previous action, the corresponding delinquency actions will trigger only the set amount of days after the previous action has been completed.
Recurring: If the Recurring box is checked, the number entered here specifies which day in the service period the delinquency action will trigger within each period.
Non-recurring: If the Recurring box is unchecked, this action will trigger only once, where it is placed.
Add Action: This action can be dependent on the previous action or independent, depending on the number of days past rent due. See below for a detailed list of possible resulting actions.
If the Action you select is Print Mail, Send Lien Notice, Send Auction Notice, or Send Email, you’ll be prompted to select the document associated with that action that you’d like to send. You can learn more about documents and emails on our help site.
In most resulting actions, you can check the box next to "Additionally Email Tenant & Recipient." This will send the selected email template to the tenant when that delinquency stage has been completed, if there is a valid email address on file. For delinquency stages with attached documents, the documents will also be sent with the email.
You may also select the option to Send Email first with Letter backup. Rather than simply sending an email alongside the letter, this option will allow you to email tenants first, then send a letter if the email doesn’t complete (for example, if the email address is invalid or the tenant doesn't have an email address).
File Upload Required: Check this box to require a document upload before a user can complete the delinquency step. Once this checkbox is selected, you will see the alert shown below on any non-automated action that requires a file upload within your delinquency schedule. The Complete button will also be greyed out until the file has been uploaded.
Click the Save button to save your new delinquency stage.
Delinquency actions
The following resulting actions can be applied to your delinquency stages. There are two types of actions: those that add an item to your Task List for you to complete, and automated actions that Edge will complete for you. Automated tasks are denoted below.
Action Name |
Type |
Automated? |
Recurring Stage Support |
Description & Key Details |
Add Fee |
Financial |
Yes |
Yes |
Charges a specific fee on the selected day. Note: Custom fees cannot be used. |
Gate Lockout |
Access |
Yes |
No |
Automatically disables gate codes. Requires gate integration. Must be in its own stage for best results. |
Send Email |
Comms |
Yes |
Yes |
Sends a templated email to tenants with a valid address. |
Send SMS |
Comms |
Yes |
Yes |
Sends a templated text at 8:00 AM local time. |
Cancel Insurance |
Admin |
Yes |
No |
Automatically removes insurance coverage from the unit ledger. |
Call Tenant |
Comms |
No |
Yes |
Creates a reminder in the Task List to phone the tenant. |
Overlock |
Access |
No |
No |
Creates a reminder in the Task List to physically lock the unit. Must be in its own stage for best results. |
Cut Lock |
Access |
No |
No |
Creates a Task List reminder for lock cutting. |
Lien |
Lien |
No |
No |
Marks unit as "In Lien" and creates a Task List notification. |
Schedule Auction |
Auction |
No |
No |
Notifies you via Task List that the unit is ready for auction. Must be in its own stage for best results. |
Print Mail |
Comms |
No |
Yes |
Creates a Task List reminder to print and mail a letter. Includes email backup option. |
Print Certified Mail |
Comms |
No |
Yes |
Creates a Task List reminder to mail a certified letter. Includes email backup option. |
Send Pre-Lien Notice |
Comms |
No |
No |
Generates a notice with calculated lien dates based on your schedule dependencies. The Send Pre-Lien Notice action should be used when a lien date needs to be included in the notice that is dependent on when the pre-lien was sent. The document/letter selected for this action must include a lien date replacement field such as [[delinquency_tenant_event.lien_dependent_prelien_date.mdy]] or [[delinquency_tenant_event.lien_dependent_prelien_date.long]]. When the Send Pre Lien Notice task appears in your task list, the system will populate the lien date in the notice based on the number of days between your Send Pre Lien Notice stage and your Send Lien Notice stage, as long as the Send Lien Notice stage is dependent on the Send Pre Lien Notice stage. Lien_dependent_prelien_date will exclude Sundays, Holidays, and Observed Holidays (US and CA only) when these days fall on the start date of the time frame. (Note: The Send Lien Notice stage needs to be set as Action Post Marked.) |
Send Lien Notice |
Comms |
No |
No |
Generates a notice. You will be prompted to enter the specific lien date before it prints. The Send Lien Notice action should be used when a lien date needs to be included in the notice. The document/letter selected for this action must include a lien date replacement field such as [[delinquency_tenant_event.lien_date.mdy]] or [[delinquency_tenant_event.lien_date.long]]. |
Send Auction Notice |
Auction |
No |
No |
Creates a Task List reminder to send an auction notice. You will be prompted to enter the auction date before the notice is generated. The Send Auction Notice action should be used when an auction date needs to be included in the auction notice. The document/letter selected for this action must include an auction date replacement field such as [[delinquency_tenant_event.auction_date.mdy]] or [[delinquency_tenant_event.auction_date.with_time]]. If you are using the Auction Manager and have the Send Auction Notice action dependent on the Schedule Auction action, the auction date will be automatically populated, and the notice will be generated when the unit is added to a scheduled auction. |
Send Insurance Cancel |
Comms |
No |
No |
Creates a Task List reminder to mail an insurance cancellation notice. |
Custom Task |
Misc |
No |
Yes |
Creates a unique reminder in the Task List for actions outside of Edge. Recurring option available. |
The Additionally Email Tenants & Recipients checkbox will send an email when a valid email address is on file in addition to creating the printed document for you to mail.
The Send Email first with Letter backup checkbox will send an email by default, then a letter if the email address on file doesn’t process.
If you’re interested in automating any of your delinquency stages that result in mailing communications to a tenant, learn more by reading about our Mail House feature.
Advanced Delinquency Settings
Changes to either of the advanced delinquency settings below will create a new schedule version and apply only to tenants who enter delinquency after the changes are made. The changes will not affect tenants who are currently in delinquency.
Reverse delinquency for partial payments
If you want a unit to revert to a previous delinquency stage when a partial payment is made, check the box below and select the stage from the dropdown list.
Advance delinquency for payment reversals
If you would like to limit how far into delinquency the unit can go when a payment is reversed, check the box below and select the delinquency stage.
When a payment is reversed, relevant delinquency stages will be triggered up to but not beyond the stage selected in this setting. A tenant's "Days Past Due" will correspond to the day of their billing cycle; however, since delinquency starts the day the payment is reversed, the next step in the delinquency cycle (if any) will be triggered based on the day they entered delinquency.
For example:
A payment is reversed for a non-delinquent tenant on the 10th day of their billing cycle.
The tenant will be listed as 9 days past due on the Past Due page.
A payment reversal stage is set up for 5 days past due, so delinquency stages up to that point will be applied.
Because delinquency was started the day of the payment reversal, if there is another stage set up on day 14, it will be applied 2 weeks after the day the tenant entered delinquency.
If you’ve set your Advanced Delinquency Settings to advance in the event of an NSF, chargeback, or reversed payment, you’ll notice that several events will be triggered by the NSF payment.
1. When you reverse a payment, you’ll receive a warning message that informs you that delinquency processes will occur within the next 10 minutes.
2. You’ll notice that the NSF will appear on the tenant’s history page and the payment that was reversed will now be labeled as VOID.
3. Over the next 10 minutes, the tenant’s account will cycle through all delinquency stages up to the stage that would have been triggered before their NSF payment. For example, if your tenant were at the auction stage of delinquency, they would cycle through every delinquency stage leading up to it again. This also means that any emails or print documents associated with these delinquency stages will be sent or generated. If you are using Mail House to send delinquency documents, the system will trigger them to be sent again, and your facility will be charged for this mail. Additionally, any fees associated with the delinquency stages will be charged to the tenant.
Delinquency Settings
Edge's standard delinquency policy is that a unit must have its rent balance paid down to $0.00 before it can exit delinquency, and any amount of unpaid rent can start delinquency actions on a unit. This means that partial payments typically do not prevent or reset delinquency stages.
You can change that in the Delinquency section of the Settings section in Software Settings.
If you want to prevent units with small balances from going into delinquency, click the Yes radio button and enter an amount in the field next to $.
To select which facilities to apply this Custom Enter Delinquency balance in, click the Facilities dropdown and check which facilities you'd like to apply.
If you want to trigger units that have paid in part to exit delinquency, click the Yes radio button and enter that acceptable amount next to $:
To select which facilities to apply this Custom Exit Delinquency balance in, click the Facilities dropdown and check which facilities you'd like to apply.
Once finished, click Save.
Editing and Deleting Delinquency Stages
Editing or deleting delinquency stages should be done rarely and with care. Any edits to a schedule will affect only tenants who enter delinquency after the changes are made. When a schedule is edited, all currently delinquent tenants will remain on their previous version of the schedule. You can see what version a tenant is using from the individual tenant delinquency page. You can also view the history of schedules assigned to facilities from the “Schedule History” page under Corporate Delinquency.
If in doubt when editing your delinquency stages, contact us at edgesupport@storable.com and we’ll advise you on the best way to make adjustments without adversely affecting currently delinquent tenant accounts.
Visit our Recurring Delinquency Stages guide for important factors to consider before making changes to your recurring delinquency stages.
For considerations about making changes to your non-recurring delinquency stages, check out our Non-Recurring Delinquency Stages guide.
Important details to note:
1. Only one set of delinquency stages is allowed per facility.
2. Delinquency is applied on a per-unit basis - not a per-tenant basis.
3. To completely exclude a tenant from delinquency, classify the tenant as Delinquency Exempt in their tenant profile. Marking a tenant as Delinquency Exempt after they have already started delinquency will stop the delinquency process. While they will still be marked as delinquent, no further delinquency stages will be applied. When an exempt tenant is marked as unexempt, they will be advanced to the next delinquency stage as if they had never been exempted.
4. Setting a recurring delinquency stage fee and a one-time delinquency stage notice to process on the same day may result in the fee not being included in the total balance due on the notice.