Posting charges and credits, fixing ledger mistakes, refunds and disputes

All of this happens on the tenant page's Ledger tab. (The page's Actions menu also has Post Charge and Record Payment, which open that tab.)

The rule: fix money with a charge or a credit

Money on the ledger is never corrected by rewriting history. When an amount is wrong, a new line fixes it: a charge, a credit, or an adjustment tied to the line it corrects. The original line stays, so the ledger always shows what was billed, what changed and when. Statements, reports, owner payouts and late fees all read the fix like any other charge or credit.

Post charge

Post charge adds a one-off charge. Pick a Type — Rent, Cleaning fee, Admin fee, Application fee, Pet fee, Utility, Late fee, Security deposit, Pet deposit, Convenience / CC fee, Refund to tenant or Other — and enter the Amount ($), a Description and a Date.

The date is also the due date. A charge dated today counts toward Due now at once; a charge dated next week shows as upcoming until then. The type decides which account the charge lands on, which matters for the ledger's By Account view and for reporting. A payment pays the oldest unpaid rent first, then other charges oldest first, whatever the type (see the ledger).

Monthly rent, deposits and move-in fees post themselves from the booking. Use Post charge for the extras: a utility bill, damages, a lockout fee, a move-out balance.

Post credit

Post credit reduces what the tenant owes without recording money received — waive a balance, clear a leftover from your previous system, or make a goodwill adjustment. Choose what it Applies to, the amount, a Description (required — it's the audit trail) and a date. It shows on the ledger as its own credit line and lowers Due now.

A credit is not a payment. It doesn't count as collected cash, so it never shows up as money in an owner payout. If the tenant actually paid you, record a payment instead.

A credit is generic, whatever Applies to says: it pays the oldest unpaid rent first, then other charges oldest first, and a later charge never takes it back from rent. So it also stops late fees on the rent it covers from the day it appears on the ledger. It never takes back late fees that already posted: remove those separately if you want to.

Lines Nexxus posted: Adjust charge and Void charge

Rent, the deposit, move-in fees, the application fee and late fees are posted by Nexxus, so they aren't edited in place. Hover the line and click the adjust icon (Adjust or void this charge):

• Adjust charge — type the amount the line should be. Nexxus posts the difference as its own line, tied to the one you adjusted, dated today: lower the amount and it's a credit, raise it and it's a charge. The line then shows its new amount, with the original crossed out beneath it and "Adjusted −$50 · date" under the description. You can adjust the same line again later.
• Void charge — takes the whole line off what the tenant owes. Nexxus posts a reversal of the full amount, dated today. A voided charge is never posted again, even if you edit the booking later, and it can't be un-voided: to bill it again, post a charge.

Both take an optional reason. It's kept for your team: it shows on the Ledger tab under the line, never to the tenant. Their ledger, invoices and statements show a plain line instead, such as "Adjustment to Rent — October 2026" or "Rent — October 2026 voided". Each one posts once: a double click or a retry doesn't post it twice. Who made it, when, and the amounts before and after are recorded.

If the tenant already paid the line, nothing happens to the payment: lowering or voiding a paid charge simply leaves that money as credit, which pays the oldest unpaid rent first, then other charges.

Two kinds of lines are handled elsewhere:

• A deposit the tenant has paid can't be voided, or lowered below what they paid: that money is held for them, not credit toward rent. Keep or return it on the Deposit tab. (A deposit nobody has paid yet can be adjusted or voided.)
• The rent and fees of a stay the booking channel collected (Airbnb, Vrbo, Booking.com) come from the channel's payout, so they show the lock instead. Change them with Edit booking.

Right after an Adjust or a Void, Nexxus re-syncs the booking's ledger, so an earlier rent change on a paid month nets out with it at once. If other lines on the stay no longer matched the booking, they're re-synced too, and the confirmation says how many.

Show voided. A voided line and its reversal add up to $0, so the Ledger tab hides them. Tick Show voided above the entries to see them, marked Voided. They're never hidden anywhere else: statements, invoices, reports and exports list both lines as usual.

Adjust or edit the booking? Adjust and Void fix one line. If the rent itself is wrong for the whole stay, edit the booking instead (see rent changes): Nexxus re-derives the rent lines from the booking. An adjustment you made stays on top of its line when the booking changes; a voided line stays voided.

Late fees have two ways out: Void charge keeps the fee on record with its reversal, while ⋮ → Remove late fees deletes it (a removed fee never comes back). A fee you've adjusted or voided isn't offered in Remove late fees.

Lines you posted yourself

Hover a row and click the pencil (Edit or delete entry) to change it or Delete it. Charges, credits and payments you entered by hand stay editable this way. A credit stays a credit when you edit it: type its amount as a positive number.

A few kinds of rows can't be edited or corrected here; the lock icon says why and what to do instead:

• Online payments (card or bank through Stripe) — the money really moved. Refund them instead.
• Imported history from your previous system — post a credit or a charge to correct the balance.
• "Adjustment — rent revised" lines, posted when a booking changed after a payment — edit the booking, or post a credit or a charge.

Refunding an online payment

A paid online payment has a refund arrow (Refund this payment). The Refund Payment dialog shows how much is still refundable (earlier partial refunds count), takes an amount and a Reason / note, and has a Don't re-bill the tenant box:

• Checked (the default) — a matching credit posts, so the balance stays settled. Use it when you're returning money the tenant doesn't owe.
• Unchecked — the refunded amount becomes due again. Use it when, say, they paid with the wrong card.

The money goes back to the original card or bank account (typically 5–10 business days for cards). The ledger keeps the original payment and adds a dated Refund line, so earlier months' reports don't change. A partial refund takes back fees and other charges first (the one that fell due latest first), then rent, then a deposit; the card fee last. A full refund also credits the card convenience fee, so it's never owed again.

Hand-recorded payments (Zelle, check, cash) have no refund button. To return an overpayment, send the money yourself, then post a charge of type Refund to tenant for that amount — it brings their credit balance back to zero.

Disputes

If a tenant disputes a card payment with their bank, the row shows Disputed — respond and the funds are held while it's open. Click it to go to Settings → Stripe Connect and submit evidence in the payments panel before the deadline. You're notified when a dispute opens and when it closes: Dispute won releases the funds; Dispute lost returns the money to the payer and the amount is owed on the ledger again.