Resolving Common Issues with Lockbox Payments
Resolving Common Issues with Lockbox Payments
Certain lockbox payment issues can cause processing delays or returned payments.
Processing Delays from Shipment Tracking
Issue: Mailing lockbox payments with shipment tracking can route items through additional handling steps, delaying receipt and processing.
Resolution: Send lockbox payments using standard mail — no tracking.
Inactive Association Payment Returns
Issue: CINC Core may return a payment with the status Inactive Association when the association code on a homeowner's coupon matches an inactive association. This typically happens when homeowners submit payments using outdated coupons.
Resolution:
To update an association code:
Select Setup > Association Setup. If you are using universal navigation, click Associations > Associations > View All.
On the Association List screen, select the Include Inactive Associations checkbox and click Refresh to include inactive associations in your search.
Search for and select the inactive association.
On the Association Information screen, update the Association Code to a unique value that doesn't conflict with any active association.
Click Save.
Confirm that future coupons reflect the correct, active association code. See Generating Coupon Files
Multiple Checks in One Envelope
Issue: Sending multiple checks in a single envelope is not recommended. Multiple checks can cause misfeeds, piggybacking, or a missed check during scanning. Any check not captured may be shredded with the envelope and cannot be recovered.
Resolution: Mail one check per envelope. Sending a single check in each envelope ensures every payment is scanned and processed correctly and prevents checks from being misfed, piggybacked, or shredded.