Reverse Payments

Types of refunds

There are two types of payment reversals you can process in Storable Edge.

Payment line item reversals are done by clicking the Reverse button on a payment line item. This returns the money to the tenant but keeps the charge open, so the tenant will still owe money for the charge.
Charge line item refunds return the money to the tenant, but close the charge. The tenant will no longer owe money for the charge.

Payment line item reversals

Payment line item reversals are done by clicking the Reverse button on a payment line item. This returns the money to the tenant but keeps the charge open, so the tenant will still owe it.

To process a payment line item reversal, navigate to the Tenant Ledger using one of the following methods:

Click on the Tenants tab on the far left of the screen.
Click Ledger in the upper right-hand corner of the screen.

Once you've located the tenant ledger, Click Reverse next to an individual line item payment. A payment will be denoted by a highlighted line.

Depending on the payment type (cash, check, or credit) and where it will be applied (late fees or rent), you’ll see the following options for reversing the payment:

Void: Void is used when a payment is cancelled before it’s posted. Since this varies by payment provider (ranging from 30 minutes to the next day), Edge keeps that option available for the date the payment was made. However, if you choose this option and receive an error, it often means that the payment has been finalized, and you will need to select Refund instead. The option is available for Cash, Checks, Money Orders, Credit Card, or ACH payments. For Credit Card or ACH payments, Void is only available until the payment provider has finalized the payment.
NSF: This action applies to checks and ACH/eCheck payments when the account has Non Sufficient Funds to process the transaction. The payment will be removed, the charge reopened, and an NSF fee applied. An NSF letter will be generated and sent to the tenant via print or email. To customize the NSF letter or NSF email template, go to Settings > Documents and Emails.

If the tenant is set up to receive all invoices and receipts via email, they will also automatically receive the NSF letter via email. Closing out of the payment reversal screen does not prevent the NSF letter from being generated for tenants with this preference set.

Returned: This action applies to ACH/eCheck payments that were successfully completed by your payment processor but were not accepted by the bank. Processing a return will remove the payment from the tenant's ledger and reopen the charge. It will not credit the tenant's bank account since the bank never accepted the original payment.
Chargeback: A chargeback is when a credit card holder disputes a charge to their card. The credit card company automatically deducts the original charge from your merchant account and charges you a fee, so you just need to adjust the tenant ledger inside of Edge. Choosing the chargeback option on a credit card payment line item will void the payment line item, reopen the original invoice, and add a chargeback fee to the tenant ledger. No refund will be applied to the credit card. Using the chargeback option in Edge does not affect your merchant account or the tenant's credit card since the credit card company has already adjusted your and the tenant's accounts.
Refund: This action will refund the entire payment amount to the tenant’s credit card. The tenant will see a credit in the original charge amount on their credit card statement. Processing this refund will also change the invoice status, which had been paid by this payment, to unpaid. For facilities using Storable Payments, the Refund option will also be available for ACH payments submitted but not yet processed by the tenant's bank. If the Refund option is unavailable for an ACH payment in the ledger, you can refund it in the Payments Portal by clicking Payments from the Corporate level of your software.

After clicking the desired undo action, a pop-up window will open.
A reason is required for some undo payment actions. Type the reason in the field provided.
Click Reverse Payment to process the transaction.
Once finished, a window confirming the undo payment action and showing the account information will appear. The ledger will automatically update to reflect the changes.

Charge Line Item Refunds

Charge line item refunds return the money to the tenant, but close the charge. The tenant will no longer owe money for the charge.

To process a charge line item refund, navigate to the tenant ledger using one of the following methods:

Click on the Tenants tab on the far left of the screen.
Click Ledger in the upper right-hand corner of the screen.

Once you've located the tenant ledger:

Click on the line item with the charge that should be fully or partially refunded.
An invoice will appear.
Scroll down and click the red Refund button.
A pop-up will appear.
Enter the amount you’d like to refund for each line item on the invoice.
Choose the refund method.
Enter a note.
Click the Refund Now button.

In the example below, if the $60 rent + $4.80 sales tax charge for 7/15/25-8/14/25 should have been $40 + $1.60 sales tax, you can issue a $21.60 refund by clicking the 7/15/25 rent line item.

The invoice will open. Click the Refund button in the lower right corner.

Enter the refund amount (if applicable, sales tax is automatically calculated), select the refund method, enter a note, and click the Refund Now button.

When you navigate to the ledger, you’ll see that the refund has been processed and that the rent invoice has no unpaid balance.

When the refund is processed using the tenant’s credit card or ACH account, no additional steps are required in your merchant account. The transaction is processed immediately, and the funds are typically returned to the tenant’s credit card or ACH account within 3 days. The exact timing is dependent on the merchant account setup.

When check is selected as the refund method, the refund amount will appear on the Check Refunds report in Corporate Reports. Ensure your accounting team regularly runs that report to know what refund checks to issue from your accounting program.

Requesting a refund

If your facility requires approval for refunds, follow the same steps you normally use to initiate a refund. You will be prompted to Request Refund Approval rather than issue the refund.

The tenant's record will reflect a pending refund on their History tab.

Approving a Refund

If you've adjusted your Refund Settings to send refund notification emails when a refund needs approval, an email will be sent to the designated address you've entered. This email includes a button that takes you directly to the refund approval screen, which can also be found in the Corporate section under Tasks.

Here, you can view all your refund approval requests and approve or deny each one. To approve the refund, simply click Approve.

Your software will ask you again if you're sure you want to approve the refund. To approve it, select Continue. Your software will confirm that the refund has been successfully approved.

All approved refunds payable by check will be listed in the Refund Checks report in the Corporate section of your software. To run a check refunds report, access the Reports tab in the Corporate section. Under Financial, you'll find Refund Checks. Define the dates for your report, then select Generate Report.

Denying a refund

To deny a refund, simply select Deny in the Tasks tab of the Corporate section. You can also use the button in your notification email to reach this section.

Your software will ask you again if you're sure you want to deny the refund and prompt you to enter a reason for your decision. Entering something into this field is required. After clicking Continue, you'll see a notification that the refund has been successfully denied.

When you've denied a refund, the denial will be reflected in the tenant's file, but no changes will be made to the tenant ledger, since no money has changed hands.

Requiring approval for refunds is an optional feature in your software. You can learn more about setting up your software to require approval for refunds by reading more about Refund Settings.

The Refunds report was not intended to show payment reversals. It was only designed to show the return of money to someone who paid for something that later they were no longer required to pay for. When a credit card payment needs to be reversed after the payment is settled, the reversal is called a refund. In Storable Edge, if you process a credit card reversal and you select Refund, the money is returned to the tenant's credit card but the invoice that the money previously paid does not go away. That invoice is marked as unpaid and a new form of payment is expected. This type of transaction does not appear on the Refunds report because it is simply undoing a payment.

Troubleshooting refunds

Below are some common reasons errors may occur when attempting to refund a payment.

Multiple transactions: Some card guidelines require that merchants only issue one refund of the same amount in 24 hours. If you recently issued a similar refund, try again after 24 hours.
Too soon: Sometimes the original transaction must be settled with the processor before you can issue a refund. Wait a full 48 hours and try again.
Too long: Credit card processors require that refunds be issued within a certain time period. This time varies by processor but is typically between 5 and 18 months from the original purchase. If you would still like to issue a refund after this time period, you’ll need to use an alternative method such as cash or check.
Different card: Edge requires refunds to be made to the same card used for the purchase.
New merchant account: If you’ve obtained a new merchant account, you won’t be able to process a refund on a transaction made using the old account. You’ll need to use an alternative refund method, such as cash or check.