Managing disputed deposits

Owned by Fiona Wilson, created
Last updated: Jun 22, 2022
3 min read

This guide has been reviewed against our global client base and classed as relevant to all regions

This guide outlines the process to be followed in situations where a tenant deposit return is being disputed and all/part funds need to be paid to a dispute service - this process involves allocating and sending funds to the relevant dispute service

This process should be followed when using AgencyCloud up to version 12.148

From AgencyCloud 12.149+, a configuration option is available which allows disputed funds to be identified as part of the deposit release process from within the tenant deposit refund screen, click here for more information

1. Create supplier invoice for disputed amount

From Lettings/Rentals (on main menu):

  • Click Supplier Invoices and select New Invoice

Ensure the following is entered on the Supplier Invoice:

  • Contractor: set to the relevant dispute service
    Search for the required company, or if not found, add new

  • Invoice Ref: enter reference for this invoice

  • Net Cost: enter disputed amount

  • Charge to: set to Tenant, then select Account type below this

  • Description: enter relevant description

  • Ensure Property and Tenant are entered on right

  • In Status panel at bottom, tick Post to accounts - the following prompt is displayed:

  • Click Yes and Exit invoice screen

2. Access tenant refunds & post dispute invoice

From tenancy:

  • In Accounts panel (bottom of screen), click Manage

From tenancy deposit details:

  • In Refunds panel, click Refund Deposit

From tenant refunds:

  • The deposit dispute invoice (added in step 1) shows as a Tenant Works Order
    (bottom of screen in this example)

  • Choose which items to pay & untick any other outstanding items, leaving the Deposit Held balance to offset against the deposit dispute to pay the outstanding invoice only

  • Click Post (bottom right)

  • Click Yes to confirm
    A Payment entries posted confirmation message is displayed

3. BACS/ABA and Cheque Run

The BACS/ABA and Cheque Run will show a payment which can be paid directly to the dispute service