TRAINING

Case Creation

Voids/Refunds: Needs to check transaction number on PLA and wait for written confirmation
over the phone.

PROCESS OF CASE CREATION:

1. Create case (info needed)
a. Transaction number
b. Resident’s name
c. Amount
2. Check transaction if able to void/refund
3. Macro Void/Refund
4. Wait for written confirmation over the phone
a. IF VOID button is available – click on it and send void confirmation macro (STAND
UP NOTES)
b. Close case as resolution provided
5. Provide case number and assign it accordingly

Secure Drop Box: Send SDB macro accordingly to accounting software

o Name of Property
o Last 4 digits of bank account
PROCESS OF CASE CREATION:
1. Create case (info needed)
2. Check if PM is Rent Manager (send SDB macro accordingly)
3. Close case as resolution provided

Mobile Doorman: Account name is PAYLEASE DEMO PM

Send first response, paste email on To: FOR MACRO

Subject – MD issues

o MD user email Description

o Issue

Resident Question or Issues:

o Resident’s name/RS’s acc number or id

o Is he/she the only RS with the issue
o If needed transaction number/Since when/what has been done?

Transaction Questions: Look for transaction on PLA and check status.

 o (Return code Link - https://gozego.force.com/residents/s/article/Why-was-a-Payment-
Returned#FederalGovernment)

Check Scanning Cases:

Ask the PM to reply First response with a screenshot

o Transaction number
o Error that’s populating on scanner
o Property/Resident having issues
o Brand/Model of the check scanner

Additional Information

 Fees: According to method of payment – WE ARE NOT ABLE TO REFUND ANY FEES (except for
application fees)
o Debit – flat fee, depending on contract (Can be $2.95, $4.95, $6.95, $9.95)
o Credit – Between 2.5 – 4% of amount paid
o ACH – flat fee

 Accounting Software – Integrates with ZEGO.

o Rent Manager
o Vacanta
o Resman
o AMSI
o TOPS
o MRI
o Yardi
o Quickbooks
o GAPI
o Venterra