How do I correct a credit that has been posted to the wrong tenant?

When a credit is mistakenly posted to a tenant, it can involve several corrective steps. Before attempting to move the credit to the intended location, you need to consider a few things first.

Note: This is a generalised guide. If you are ever unsure whether these steps apply to your specific situation, contact support at support@agentos.com before proceeding.

Step 1: Assess where the credit has gone

Ask the following:

• Was the tenant in arrears at the time the credit was allocated, and are they still in arrears? If yes, the credit will have moved automatically to the landlord's account.
• Check the landlord's account — is the credit sitting there, or has it been applied against a maintenance job and moved to a contractor?

Scenario 1: Neither the landlord nor any contractor has been paid out

This is the most straightforward scenario to correct, providing neither the landlord nor any contractor has received funds from their account in the real world.

1. On the Tenant Account, go to Actions > Make Rent Undue. This temporarily clears all visible rental arrears from the account. Use a description such as "Temporarily clearing arrears to correct misposted credit".
2. Once the arrears are cleared, transfer the credit to the correct tenant or account.
3. Reinstate the arrears if needed once the credit has been moved.

⚠️ If the landlord or a contractor has already been paid out from their account in the real world, contact support to discuss the best course of action before making any changes.

When to contact support

You should contact support if:

• The landlord has already been paid out in the real world
• A contractor has already received payment
• You are unsure which accounts have been affected
• The steps above do not appear to match your situation

If you need further assistance, contact support at support@agentos.com.