How do I submit a reimbursement requests for charges incurred?
Due to recent compliance changes with our payment processor CardConnect/Fiserv, you may begin to notice charges directly to your account for fees that Zumper previously absorbed.
We have partnered with Tipalti for remitting reimbursements for these fees. This is the same service that we use for remitting eligible screening funds, so if you have already set up an account here you do not need to do this twice. You can login to your account through our Suppliers Portal.
When submitting documentation of the charges, please provide one of the following:
- Pdf of your bank statement with the charges highlighted
- Screenshot of the charge including vendor, amount, and date from your bank statement
- Screenshot of all charges listed on your CardPointe account
Please use the form linked here to submit all your reimbursement requests.
Can I Add Multiple Renters to the Same Rent Schedule?
At this time, we only support rent schedules with one renter, meaning only one renter can send payments for a property or single unit. However, you can create a property with the same address but input a different unit number to make a separate rent schedule to receive payments from a different renter.
To do this, go to the Payments tab and click the Collect rent button. You will be prompted to enter the address of your property and you will have the option to include a unit number. By inputting a unit number, you can create a separate payment schedule for the same property address. You will then be prompted to confirm that it is the correct address. From there, you will need to finish setting up the new renter!
How Do I Update My Bank Information for Rent Collection?
As mentioned in the initial rent payment sign up, we partner with CardConnect, a leading payment processor, to protect your information. CardPointe is the online portal for CardConnect where you can see all your payments, update your bank account information, and refund a payment back to the renter. In order to update or edit your bank account information, you will need to log into your CardPointe account.
From there, please follow the instructions located on CardPointe’s support website: How do I change my bank account?
How Do I Check the Status of a Payment?
In the Payments section, click on View payments from the rent schedule you wish to check on. From there you’ll see two sections Past and Upcoming. Here’s a quick guide to the different status’ of a payment:
- Due - The payment is due in the future. These payments will only appear in the Upcoming section!
- Paid - The payment was completed successfully on time by the renter.
- Overdue - The renter still needs to submit the payment. These payments will only appear in the Past section!
- Waived - You selected to waive the payment and the renter no longer needs to submit it.
- Cancelled - You cancelled the payment and the renter no longer needs to submit it.
- Paid Late - The payment completed successfully, but past the due date.
- Payment Pending - The renter submitted payment, however the system is currently processing it. It will be deposited in your account soon!
Can I Refund a Renter?
As mentioned in the initial rent payment sign up, we partner with CardConnect, a leading payment processor, to protect your information. CardPointe is the online portal for CardConnect where you can see all your payments, update your bank account information, and refund a payment back to the renter. In order to refund any payments or charges, you will need to log into your CardPointe account.
From the Virtual Terminal section when logged into your CardPointe account, click Reporting. Then you will be able to locate the specific transaction you wish you refund and click on that particular transaction number. Under Transaction Detail, click the Refund button to complete the transaction. If you require further assistance, please call (877) 828-0720 to speak with CardPointe’s support team.
How Do I Know If My Renter Has Paid?
In the payment history of a rent plan, individual invoices will have status indicators or badges. A payment will have a green badge labeled Paid and you’ll have the payment amount in your bank account!
Can I Record Payments Made Outside of Zumper?
Yes, you have the ability to acknowledge that a payment was made outside of our platform! In the Payments section, click on View payments from the rent schedule you want to update. From there you’ll see two sections: Past and Upcoming, and under each individual charge you will have the ability to select Mark as paid. You will then be prompted to input the date it was paid on and you will have the option write a brief description and select whether it was paid via cash or check. After that, simply click the large blue Mark as paid button at the bottom of the screen to complete the update on that particular payment.
Can I See My Payment History?
In the Payments section, click on View payments from the rent schedule you wish to check on. From there you’ll see two sections: Past and Upcoming. The Past section includes all payments and charges that were due prior to the current date, regardless of whether they have been paid yet. The Upcoming section includes all payments and charges that have a due date in the future, and it can include payments that were already made or waived. Click Past to see all payment history for that particular rent schedule!
How Do I Waive a Payment?
In the Payments section, click on View payments from the rent schedule you want to edit. From there you’ll see two sections: Past and Upcoming, which correspond to the due date of the payment, regardless of payment status. Once you have found the payment you would like to waive, click Edit underneath that specific payment. From the screen that appears, click the red Waive this charge button!
How Do I Cancel Future Payments?
To cancel all future payments, you will need to cancel the rent schedule entirely. Please note that this will remove the ability for the renter to submit any payments through our platform, until a new rent schedule is created and accepted.
To cancel a plan that is pending (the renter has not yet accepted the rent schedule), you will need to select the property tied to that rent schedule from the Properties tab. From there, click the red Cancel invitation button!
To cancel a plan that is already active, you can select the rent schedule from the Payments tab. From the rent schedule, click the red Cancel lease button that appears on the bottom right hand side of the screen!
If you only want to cancel one payment or charge, you can waive that specific payment without cancelling the entire rent schedule.
What Reminder Emails Do You Send to the Renter?
We remind renters they have an upcoming payment 3 days before their due date and 1 day before their due date.
Renters will always receive an email for the following circumstances:
- Confirmation that payment was made
- If they have an overdue payment
- If their payment method was declined
- If an adjustment is made to their rent payment amount and/or due date
- If a one time charge is requested
How Do I Setup a New Renter?
To create a new rent payment schedule, go to the Payments tab and click the Collect rent button. You will be prompted to enter the address of your property and confirm that it is the correct address. You may also select one of your existing properties from the drop down menu, as long as there is no other active rent payment schedule tied to it.
You will then be required to choose whether your lease is month to month, select the exact start and end date of the lease, input the monthly rent amount to be charged to the renter, and select what day of the month you would like to collect the rent.
You will also have the option to add a one-time custom fee. This is useful for collecting a security deposit, a pet deposit, a move-in fee or any other custom charge you may require. You will also be able to add custom charges at any point after you have created your rent payment schedule. Please see Can I Collect Fees & Deposits?
After confirming the details of the rent schedule, you will then be prompted to enter the renter’s full name and email address to invite them!
Is Your Payment Processing Secure?
Yes! We partner with CardConnect, a leading payment processor, to protect your information. We use bank-grade security measures to protect your information and never share your personal details with renters or third parties.
What Information Do You Need from the Landlord?
In order to collect rent payments through Zumper, we require you to provide detailed information about yourself, your rental business, and the bank account which you intend to receive direct deposits. We partner with CardConnect and ProfitStars, leading payment processors, to securely transfer payments as well as protect your information with bank-level security. We never share your personal information with renters or third parties.
How Long Do Payments Take?
When your renter submits a payment, you will receive the funds in one to three business days of the due date. Please note, your renter’s first payment may take an additional business day to process!
How Long Does It Take to Set Up Rent Collection?
For your first payment, it can take 1-2 days to complete the landlord onboarding cycle. While it only takes a few minutes to enter your personal/banking information and set up your CardPointe account, our ACH provider (Profitshare) will need to approve your application which can take a few days.
After you have successfully completed the onboarding process, you will automatically receive your subsequent payments after the renter submits them. This typically takes approximately one business day.
Can I Collect Fees & Deposits?
Yes, you can collect fees and deposits through Zumper with custom charges! This feature is particularly useful when collecting the following types of charges:
- Late fees
- Security deposit
- Pet deposit
In the initial creation of the rent schedule, you may only add one custom charge from the section entitled Collect a first payment. However after the creation of a plan you can add as many additional charges with varying due dates as you want! To do so, first go to the Payments section. From there, click on View payments from the rent schedule you wish to charge. In the top right corner of the screen that appears, select Add a charge. You’ll be prompted to enter a title for the payment, the amount to be paid, and the due date. You have the option to enter a description of the payment as well. Simply click Add for the charge to be sent to your renter!
How Do I Change My Rental Amount or Due Date?
From the Payments tab, click on View payments from the rent schedule you would like to adjust. From there, click Edit in the top right corner. On the page that appears you’ll be able to write in a new rental amount, select the date when that new rental amount will take effect and write in an update to your renter on why the amount is changing. Once you’ve completed those changes, click Send Request to send your renter the update. They will be sent an email from which they need to accept the new changes before the updated rent schedule will be active.
How Much Does Rent Collection Cost?
There is no cost to the landlord to utilize our rent collection services! All charges (if applicable) are incurred by the renter.
Due to recent compliance changes with our payment processor CardConnect/Fiserv, you may notice charges directly to your account for fees that Zumper previously absorbed. If you have been charged by our rent collection partner CardConnect/FiServ, please follow the instructions for our reimbursement process outlined here.