Processing Unmatched Payments
Processing Unmatched Payments
If the lockbox was unable to properly match the payment during processing, the payments need to be matched within the CINC Accounting database.
To process unmatched payments:
Select Homeowners > Unmatched Payments. If you are using universal navigation, click Accounting > Daily > Unmatched Payments.
On the Unmatched Payments screen, a double-window screen will appear, displaying fields for the check and coupon information as well as an image of the check. Verify that the following check information was matched correctly or make changes as necessary:
Bank Account Number
Routing Number
Check Number
Amount
Split Item: Split payments require a one-business-day delay. Complete them from the Pending Payments screen. See Processing Matched Pending Payments for instructions.
A Payment Date displays above the check image to indicate when it was moved to the Unmatched Payments screen. If the payment is not matched or deleted (pulled or returned) by Wednesday of the following week from when it was placed on the Unmatched Payments screen, it will be pulled and mailed to the management company for processing.
Under the Coupon Information section, search for the homeowner’s name or account number and select the owner to whom to match the payment. The Coupon Code field is for lockbox-only customers.
Verify that the coupon information is correct, then click Save to match the payment.
Note: If more payments are available to match once the current payment is saved, the next image will automatically appear. Navigate to different payments by using the forward and back arrows. Matched payments will appear on the Homeowners > Pending Payments screen to process as normal. However, it takes at least one business day for a previously unmatched payment to appear on the Pending Payments screen after it has been matched. If you are using universal navigation, click Accounting > Daily > Pending Payments.
If a payment does not belong to the management company or requires further review, select one of the following options from the Delete Reason dropdown and click Delete.
Pulled by Management Company: Selecting this option will notify the Lockbox to pull the selected payment, then mail it to the management company for processing.
Not Our Item: Selecting this option will remove the payment from the Match Lockbox screen and return the image to the processing team for reassignment.
To set email notifications regarding available unmatched payments, select System > Users and select the applicable user. Select the Receive Unmatched Payment Notification Email checkbox, then click Save. An email will be sent to the email address on file for the specific user, notifying them that payments have been added to the Unmatched Payments screen for processing. If you are using universal navigation, click Settings > User Management > User Management.
Unmatched Payments Mailed or Sent to Management Company
Not all unmatched payments will be sent to the Unmatched Payments screen. Some physical payments will still be mailed directly to the management company for processing due to (but not limited to) the following reasons:
Blocked associations.
Associations without a partner bank account.
Blocked homeowners.
Payment remains unmatched for seven days.