Setting Up Delinquency Stages

Delinquency Stages determine how and when storEDGE automates or assigns tasks to a unit that is overdue on rent. It's a great way to reduce your workload and rely on the software to remind you of important actions that need to be taken or even do the work for you!

Your delinquency stage settings are located on the Settings tab under the Billing heading.

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The first step in setting up or making adjustments to your delinquency stages is determining whether or not the stage needs to be a recurring delinquency stage (can occur every month) or a non-recurring delinquency stage (occurs just one time when rent is unpaid). You can read about both of these types of delinquency in more detail on our help site. This article is intended to advise you on:

Adding a delinquency stage

To add a new delinquency stage, click the add button at the bottom of the recurring or non-recurring delinquency section.

  • Enter a description. Use this field to provide a name for the delinquency stage. If you want this stage to be a recurring stage, check the box next to Recurring and enter the date within each billing period that the resulting action will be triggered.
    Example: Send Lien Notice, Schedule Auction

  • Set the number of days past the date that rent is due that you want the delinquency stage to take effect.
    • If the setting is for days past rent due, the corresponding delinquency actions will trigger once based on how many days delinquent the unit is.
    • If the setting is for days past previous action, the corresponding delinquency actions will trigger only the set amount of days after the previous action has been completed.
    • Recurring: If the Recurring box is checked, then the number entered here will specify which day in the service period that the delinquency action will trigger within each period.
    • Non-recurring: There are two options for applying a non-recurring delinquency stage:
  • Select a Resulting Action. This action can be dependent upon the previous action or independent and based on days past rent due. See below for a detailed list of possible resulting actions.

If the Resulting Action you select is Print Mail, Send Lien Notice, Send Auction Notice, or Send Email, you’ll be prompted to select the document associated with that action that you’d like to send. You can learn more about documents and emails on our help site.

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Note: In most resulting actions, you can check the box beside Email tenant. This will send an email to the tenant when that delinquency stage has been completed. For delinquency stages with documents attached to them, the document will also be sent with the email.

  • Click the Save button to save your new delinquency stage.

Delinquency actions

The following resulting actions can be applied to your delinquency stages. There are two types of actions - those that add an item to your Task List for you to complete, and automated actions. An automated action means that storEDGE will automatically complete this task for you rather than adding it to the Task List for you to manually complete. Automated tasks are denoted below with an asterisk (*Automated Action).

  • Add Fee: Select this option to allow your software to automatically charge a fee on the day of the billing cycle you select. You will then need to select the fee to be added from the dropdown menu provided. You cannot use a custom fee in delinquency stages.
    *Automated Action

  • Auction: Select this option to allow your software to notify you via the Task List to to mark the unit as auctioned. This action differs from Schedule Auction (see Schedule Auction below).

  • Call Tenant: Select this option to allow your software to notify you via the Task List to call the tenant.

  • Cancel Insurance: Select this option to automatically cancel insurance coverage from the unit's ledger. This is an automated task, which means storEDGE will automatically complete this task for you rather than adding it to the Task List for you to manually complete.
    *Automated Action

  • Cut Lock: Select this option to prompt your software to notify you via the Task List to cut the lock of a unit.
    • Note: When a tenant reaches this stage, they will not be able to process a payment or move out via the Rental Center or any 3rd party (kiosk, call center, etc). They will receive a message stating, "You are unable to make a payment in your current delinquent state, please contact the facility for more information." 

  • Gate Lockout: Select this option to automatically lock out a tenant from your gate on the day of the billing cycle you select. The Gate Lockout action can only be used if your facility has its gate integrated with storEDGE.
    *Automated Action

  • Lien: Select this option to prompt your software to notify you via the Task List to mark the unit as being in lien status.
    • Note: When a tenant reaches this stage, they will not be able to process a payment or move out via the Rental Center or any 3rd party (kiosk, call center, etc). They will receive a message stating, "You are unable to make a payment in your current delinquent state, please contact the facility for more information."

  • Overlock: Select this option to prompt your software to notify you via the Task List to overlock a unit. It is best practice to have the Overlock action in its own delinquency stage. Including it in other stages can cause unexpected results.

  • Print Certified Mail: Select this option to prompt your software to notify you via the Task List to mail a certified letter to the tenant. You will need to specify a document/letter using the dropdown menu provided. Selecting the Email tenant checkbox will send an email to any delinquent tenant with a valid email address on file in addition to creating the printed document for you to mail.

  • Print Mail: Select this option to prompt your software to notify you via the Task List to mail a printed letter to the tenant. You will need to specify a document/letter using the dropdown menu provided. Selecting the Email tenant checkbox will send an email to any delinquent tenant with a valid email address on file in addition to creating the printed document for you to mail.

  • Schedule Auction: Select this option to prompt your software to notify you via the Task List that a unit is ready to be scheduled for an auction. It is best practice to have the Schedule Auction action in its own delinquency stage. See the Auction Manager help article for more information on scheduling auctions.

  • Send Auction Notice: Select this option to prompt your software to notify you via the Task List to send an auction notice. You will need to specify a document/letter using the dropdown menu provided. The Send Auction Notice action should be used when an auction date needs to be included in the auction notice. The document/letter selected for this action must include an auction date replacement field such as  [[delinquency_tenant_event.auction_date.mdy]] or [[delinquency_tenant_event.auction_date.with_time]]. When the Send Auction Notice task appears in your task list, you will be prompted to enter the auction date before the notice will be generated. If you are using the Auction Manager and have the Send Auction Notice action dependent upon the Schedule Auction action, the auction date will be automatically filled in and the notice will be automatically generated when the unit is added to a scheduled auction. Selecting the Email tenant checkbox will send an email to any delinquent tenant with a valid email address on file in addition to creating the printed document for you to mail.

  • Send Email: Select this option to prompt your software to send a templated email notification to any delinquent tenant with a valid email address on file.
    *Automated Action

  • Send Insurance Cancellation: Select this option to prompt your software to notify you via the Task List to mail an insurance cancellation notice to the tenant. You will need to specify a document/letter using the dropdown menu provided. Selecting the Email tenant checkbox will send an email to any delinquent tenant with a valid email address on file in addition to creating the printed document for you to mail.

  • Send Lien Notice: Select this option to prompt your software to notify you via the Task List to send a lien notice. You will need to specify a document/letter using the dropdown menu provided. The Send Lien Notice action should be used when a lien date needs to be included in the notice. The document/letter selected for this action must include a lien date replacement field such as [[delinquency_tenant_event.lien_date.mdy]] or [[delinquency_tenant_event.lien_date.long]]. When the Send Lien Notice task appears in your Task List, you will be prompted to enter the lien date before the notice will be generated. Selecting the Email tenant checkbox will send an email to any delinquent tenant with a valid email address on file in addition to creating the printed document for you to mail.

  • Send Pre Lien Notice: Select this option to prompt your software to notify you via the Task List to send a pre lien notice. You will need to specify a document/letter using the dropdown menu provided. The Send Pre Lien Notice action should be used when a lien date needs to be included in the notice that is dependent on when the pre lien was sent. The document/letter selected for this action must include a lien date replacement field such as [[delinquency_tenant_event.lien_dependent_prelien_date.mdy]] or [[delinquency_tenant_event.lien_dependent_prelien_date.long]]. When the Send Pre Lien Notice task appears in your task list, the system will populate the lien date in the notice based on the number of days between your Send Pre Lien Notice stage and your Send Lien Notice stage as long as the Send Lien Notice stage is dependent on the Send Pre Lien Notice stage. The lien_dependent_prelien_date will exclude Sundays, Holidays and Observed Holidays (US and CA only) when these days fall on the start date of the time frame. (Note: When using the lien_dependent_prelien_datethe Send Lien Notice stage needs to be set as Action Post Marked.)

  • Selecting the Email tenant checkbox will send an email to any delinquent tenant with a valid email address on file in addition to creating the printed document for you to mail.

  • Send SMS: Select this option to prompt your software to automatically send a templated SMS (text) message to any delinquent tenant with a valid mobile phone number on file. This is an automated task. Automated SMS messages are sent at 8 am local time on the day of the billing cycle you select.
    *Automated Action

  • Task List Entry: Select this option to prompt your software to notify you via the Task List to complete a delinquency action outside of storEDGE. The description of the task you enter will be the description that displays on the Task List and in the tenant's account history. Use this task for reminders such as creating a newspaper ad.

If you’re interested in automating any of your delinquency stages that result in mailing communications to a tenant, learn more by reading about our Mail House feature.

Advanced Delinquency Settings

storEDGE's standard delinquency policy is that a unit must have its rent balance paid down to $0.00 before it can exit delinquency and any amount of unpaid rent can start delinquency actions on a unit. This means that partial payments typically do not prevent or reset delinquency stages. You can change that by selecting the Advanced Settings tab. Here you a few options to alter the standard delinquency policy.

If you want units with small balances to not go into delinquency check the box and enter an amount here:

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If you want to stop delinquency when a unit's balance is within a certain amount, check the box and enter that amount here:

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If you want to have a unit roll back in delinquency to a particular delinquency stage when a partial payment is made, check the box below and select the stage from the dropdown list.

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When a tenant's check bounces or a payment is reversed in any way, the system will automatically set the unit to the point in delinquency that the unit would have been in if they payment had never been taken. If you would like to limit how far into delinquency the unit can go when a payment is reversed, check the box below and select the delinquency stage.

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If you’ve set your Advanced Delinquency Settings to roll forward in the event of an NSF or reversed payment for delinquent tenants, you’ll notice several events will be triggered by the NSF payment.

First, when you reverse a payment, you’ll receive a warning message that informs you that delinquency processes will occur within the next 10 minutes.

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Next, you’ll notice that the NSF will appear on the tenant’s history page and the payment that was reversed will now be labeled as VOID. Over the next 10 minutes, the tenant’s account with cycle through all delinquency stages up to the stage they had triggered before their NSF payment. For example, if your tenant was at the auction stage of delinquency, they will cycle through every delinquency stage leading up to the auction stage again. This also means that any emails or print documents associated with these delinquency stages will be sent or generated. If you are using Mail House to send delinquency documents, they will be triggered to be sent again by the system, and your facility will be charged for this mail. Additionally, any fees associated with the delinquency stages will be charged to the tenant.

Editing and Deleting Delinquency Stages

Editing or deleting delinquency stages should be done rarely and with care. If you don't have any units in delinquency, you can make any changes you'd like to delinquency stages without worry. But if you have units already in delinquency, the changes you make to your delinquency stages could adversely affect them.

If in doubt when editing your delinquency stages, contact us at support@storedge.com and we’ll advise you on the best way to make adjustments without adversely affecting currently delinquent tenant accounts.

Visit our Recurring Delinquency Stages guide for important factors to consider before making changes to your recurring delinquency stages.

For considerations about making changes to your non-recurring delinquency stages, check out our Non-Recurring Delinquency Stages guide.

 Notes:

  1. Only one set of delinquency stages is allowed per facility.

  2. Delinquency is applied on a per unit basis - not a per tenant basis.

  3. To completely exclude a tenant from delinquency, classify the tenant as Delinquency Exempt in their tenant profile. Marking a tenant as Delinquency Exempt after they have already started delinquency will not stop the delinquency process.

  4. Setting a recurring delinquency stage fee and a one-time delinquency stage notice to process on the same day may result in the fee not being included in the total balance due on the notice.

 

 

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