Write-Off Reversal Requests and Daily Processing Cutoff

What is a write-off reversal?

A write-off reversal is a request to reverse a charge that was previously written off on a resident's or former resident's account in the property management system. Write-off reversals are handled by the Software Support team.

Who can request a write-off reversal?

A property manager, community manager, or Former Resident Care (FRC) agent can request a write-off reversal on behalf of a resident or former resident. The request must include the resident's or former resident's name and their tcode/unit number so Software Support can locate the correct account.

What is the daily processing cutoff for write-off reversals?

The daily processing cutoff for write-off reversals is:

• 12:00 PM PST
• 2:00 PM CST
• 3:00 PM EST

Write-off reversal requests submitted before the daily processing cutoff will be completed the same business day. Write-off reversal requests submitted after the daily processing cutoff will be completed on the next business day.

How does a property manager or agent request a write-off reversal?

To request a write-off reversal, submit a ticket to the Software Support team with:

1. The resident's or former resident's name.
2. The tcode/unit number for the account.
3. A brief description of which write-off needs to be reversed.

Software Support will confirm once the write-off reversal has been completed.

What should a resident do if they believe a write-off reversal was needed on their final account statement?

If a former resident believes a charge should not have been written off — or should be reversed — on their final account statement, they should contact the Former Resident Care (FRC) team. FRC will submit the write-off reversal request to Software Support on the former resident's behalf, subject to the same daily processing cutoff described above.

Who should be contacted with write-off reversal questions?

Write-off reversal requests should be directed to the Software Support team. Former residents with questions about a write-off reversal on their final account statement should contact Former Resident Care (FRC) first.