DoorLoop Guide: Processing Refunds and Owner Credits

In DoorLoop, refunds and owner credits are handled by creating the correct credit (money owed back) and then applying it to the right bill, charge, or owner distribution. If everything is already set up correctly, the process is mainly: find the original transaction, create a credit (or negative charge), apply it, then confirm the ledger and reports show a zero balance where expected.

 

Key terms (so nothing feels vague)

 

• Refund: money leaving the business back to a payer (tenant/owner/vendor).
• Credit: a balance that reduces what someone owes later (can be applied instead of sending cash).
• Owner credit: money owed to an owner or reducing what the owner owes (often shows on the owner statement).
• Ledger: the running balance for a tenant, owner, or property.

 

Process a refund (most common workflow)

 

• Go to the tenant or owner profile and open their ledger.
• Find the original payment that needs to be refunded.
• If DoorLoop allows it, use the option to refund or reverse that payment (this keeps the audit trail clean).
• If there is no direct refund button, create a credit/negative charge for the same amount and same category (example: “Rent Refund” or “Assessment Refund”).
• Record the actual money-out method in the system notes (example: “Refund sent via ACH on date”).
• Confirm the ledger shows either zero balance or the intended credit balance.

 

Create and apply an owner credit (common HOA-style use)

 

• Open the Owner profile and go to Transactions/Ledger.
• Add a credit using the correct account/category (example: “Owner Credit” or the same income/assessment category being corrected).
• If the credit should reduce a specific charge, use Apply (or match it) to that open charge so the statement is clear.
• If the credit should reduce the next payout/distribution, leave it as an unapplied credit and confirm it appears on the owner statement.

 

Common mistakes that cause “it still looks wrong”

 

• Posting the credit to the wrong property/unit/owner.
• Using the wrong category/account, which makes reports inaccurate.
• Creating a credit but not applying it to the open charge, so the balance still shows due.
• Refunding outside DoorLoop but not recording it, causing the ledger to look like money is still owed.

 

Testing and validation (do this every time)

 

• Check the ledger balance for the person and the property.
• Run the relevant report (owner statement, income/expense, delinquency) and confirm the refund/credit appears in the correct period.
• Verify the transaction has a clear memo explaining why it was done.

 

When to contact DoorLoop support

 

• The payment was processed through a connected processor and the refund fails or is blocked.
• The ledger will not let the credit apply, or balances look duplicated after a reversal.
• You need to correct a closed accounting period or reconcile after bank sync issues.