How to handle errors at move-out

When processing a move-out, you may encounter errors related to negative balances. These typically occur when the system attempts to refund unused rent or prepayments, but the revenue or prepayment balance is insufficient. Below are the common errors and how to resolve them.

Common move-out errors and causes

1. "Unused rent refund amount is greater than revenue balance"

This happens when the system attempts to refund unused rent, but the revenue balance is too low to cover the refund.

Possible causes:

• A manual invoice adjustment reduced the revenue balance.
• Discounts applied exceeded the rental amount.
• An invoice was deleted, causing missing revenue records.

2. "Prepayment refund amount is greater than prepayment balance"

This occurs when a prepayment refund is issued, but the recorded prepayment balance is insufficient.

Possible causes:

• A portion of the prepayment was already applied to other invoices.
• The prepayment balance was incorrectly adjusted or manually edited.
• An invoice with applied prepayments was deleted.

How to fix these issues

• Verify revenue and prepayment balances before move-out

  • Check the Revenue and Prepayment balances in the account before initiating a move-out.
  • If a balance seems too low, review the accounts for unexpected line items

• Adjust prepayment or revenue accounts

  • Select a line item in the account list to be taken to the associated invoice.
  • Make adjustments to any invoice errors, or create a new manual invoice to correct any discrepancies.

• Correct discount or charge allocations

  • Review applied discounts to ensure they do not exceed the rent amount.
  • If needed, create an adjustment line item in an invoice to balance the revenue account.

• Locate missing invoices

  • If an amount seems incorrect, filter for Deleted invoices in the invoice list to check if any key invoices were removed.
  • Create new manual invoices to correct balances from any incorrectly deleted invoices.