{"id":201,"date":"2018-01-11T17:17:14","date_gmt":"2018-01-12T01:17:14","guid":{"rendered":"https:\/\/wp.actionlife.com\/sopcommunitycare\/?p=201"},"modified":"2025-08-26T07:23:19","modified_gmt":"2025-08-26T15:23:19","slug":"401-statements-and-coupon-booklets","status":"publish","type":"post","link":"https:\/\/wp.actionlife.com\/sopcommunitycare\/2018\/01\/11\/401-statements-and-coupon-booklets\/","title":{"rendered":"401: Statements and Coupon Booklets"},"content":{"rendered":"<ul>\n<li>General information<\/li>\n<li>Billing Address<\/li>\n<li>Coupon Books<\/li>\n<li>Statements (&amp; printing a ledger\/Resident Transaction Report)<\/li>\n<li>E-Statements<\/li>\n<li>Statements for HOA\u2019s that are new to Action<\/li>\n<\/ul>\n<p><strong><u>GENERAL INFORMATION<\/u><\/strong><\/p>\n<p>Homeowners are typically billed either by monthly\/quarterly\/bi-annual <u>statements,<\/u> or by annual <u>coupon booklets<\/u>. A list of the associations currently using coupon booklets (and a list of associations that have unique billing), are on the &#8220;Coupon Book List and Bank Addresses&#8221; document that can be accessed through the Links on the SnapHOA Management App. (Dashboard &gt; Community Care &gt; Links)<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2081 size-full\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Contact-Info.png\" alt=\"\" width=\"345\" height=\"233\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Contact-Info.png 345w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Contact-Info-300x203.png 300w\" sizes=\"auto, (max-width: 345px) 100vw, 345px\" \/><\/p>\n<p>Although we make every effort to be sure the homeowner&#8217;s bill or coupon booklet is mailed out promptly, the billing statements and coupon books are considered a courtesy. <strong>Even if homeowners do not receive the billing statement or coupon booklet, they are still responsible to make their payments.<\/strong><\/p>\n<p><strong><u>BILLING ADDRESS<\/u><\/strong><\/p>\n<ul>\n<li>Billing statements or coupon booklets are mailed to the homeowner\u2019s Primary Mailing Address.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2052 size-full\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Billing-Address.png\" alt=\"\" width=\"792\" height=\"450\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Billing-Address.png 792w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Billing-Address-300x170.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Billing-Address-768x436.png 768w\" sizes=\"auto, (max-width: 792px) 100vw, 792px\" \/><\/p>\n<ul>\n<li>See <a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/2018\/01\/12\/900-change-of-address\/\" target=\"_blank\" rel=\"noopener noreferrer\">SOP 900 \u2013 Change of Address<\/a> for details on Billing Addresses, Billing Address Change Requests, and Secondary Mailing Address Requests\/Changes, and Annual Notice of Address, Representative and Rental Status.<\/li>\n<\/ul>\n<p><strong><u>COUPON BOOKLETS<\/u><\/strong><\/p>\n<ul>\n<li>Coupons are automatically generated at the association\u2019s FYE (fiscal year end \u2013 see Dashboard Overview for FYE).<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2053 size-full\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Fiscal-Year-End.jpg\" alt=\"\" width=\"437\" height=\"561\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Fiscal-Year-End.jpg 437w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/Fiscal-Year-End-234x300.jpg 234w\" sizes=\"auto, (max-width: 437px) 100vw, 437px\" \/><\/p>\n<ul>\n<li>Homeowners typically receive the booklets in the last week of the month before the beginning of the new fiscal year.\n<ul>\n<li>For example, it the FYE is 12\/31, they should expect to receive the booklet by the last week of December in time to make their January assessment payment before the grace period ends.<\/li>\n<\/ul>\n<\/li>\n<li>If the homeowner is signed up for <strong>Recurring Payments<\/strong> through our 3rd party processor (Payabli), and the association is on <strong>coupon booklets<\/strong>, they will still receive a coupon booklet (Note: Previously, homeowners on recurring payments did <span style=\"text-decoration: underline\">not<\/span> receive a coupon booklet, but this has changed<strong>. <\/strong>If a homeowner calls in asking why they have received a coupon book while on autopay, please inform them it has been sent as a courtesy.)<\/li>\n<li>If an association is on <strong>coupon booklets<\/strong> rather than billing statements, owners will <strong><u>not receive regular monthly statements via mail or email.<\/u><\/strong> They will only receive <strong>late statements<\/strong> via mail or email <strong>when their payment is <u>late<\/u>.<\/strong> Any exceptions to this rule are listed on the &#8220;Coupon Book List and Bank Addresses&#8221; document.<\/li>\n<li>If the homeowner says they <strong>did not receive their coupon booklet:<\/strong>\n<ul>\n<li>Check first to see if we are mailing to the <strong>correct address<\/strong>. If not, the owner should be advised to correct their primary mailing address as soon as possible (See SOP 900: Change of Address).<\/li>\n<li>Check the &#8220;Notes&#8221; section on the Unit Tab to see if the coupon book was returned to us by the Post Office. If it was, open an Accounting Ticket and ask for it to be sent out again to the mailing address on file. Be sure to remind the owner to update their mailing address as soon as possible so that when it is mailed out again it will go to the correct address.\n<ul>\n<li><strong>Note: if the homeowner has a \u201cForward\u201d on their mail, the Post Office will not forward coupon booklets.<\/strong><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>If the homeowner has lost, misplaced or says they never received their coupon booklet (and it was not returned to us by the Post Office) and they <strong>want another coupon booklet:<\/strong>\n<ul>\n<li>BEST OPTION AND THE ONE WE WANT TO PUSH FOR: Offer to email them a digital copy instead which they can keep for their records or even print out if they wish to use them. If they refuse the digital copy,\u00a0 an accounting ticket can be opened to Cash Posting to have one mailed. Please also:\u00a0<\/li>\n<li>Check when the FYE (Fiscal Year End) is and if it&#8217;s new that time, ask the owner if they would like to wait for the new one to automatically be sent out. If they refuse to wait for the new\u00a0 version, an accounting ticket can be opened to Cash Posting to have one mailed.\u00a0<\/li>\n<\/ul>\n<\/li>\n<li>Please note that there is no fee with ordering a new coupon book as the HOA is who pays the fee associated with it (there used to be).\u00a0<\/li>\n<li><strong><u>Important Information:<\/u><\/strong> Remind the homeowner that if they do not receive the new coupon book in time to make their next payment, they are <strong>still responsible to make their assessment payment<\/strong> before the end of the grace period.\n<ul>\n<li>If they want to <u>mail<\/u> their payment, ask them to make the check payable to their association, include their account number on the memo line of the check, and provide them with the appropriate address for payment.<\/li>\n<li>Provide the address of the closest Action office where they may drop off a payment (check for <a href=\"https:\/\/www.actionlife.com\/find-an-office\/\">hours of operation<\/a>), or if their association has a front desk that accepts payments (make sure to check on the association profile) they may turn in payment there. (<strong>No cash or card payments<\/strong>)<\/li>\n<li>They may also make a payment on the Resident Portal (card or e-check) and they have until 11:59p.m. on the last day of the grace period to do so.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong><u>STATEMENTS \/ ACCOUNT LEDGERS<\/u><\/strong><\/p>\n<ul>\n<li>An Account Ledger can be downloaded from SnapHOA Management in the Account History section. You can create, download, and email the ledger to the homeowner upon request.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-2500\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2022-10-25-15_04_04-1-1.png\" alt=\"\" width=\"1389\" height=\"433\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2022-10-25-15_04_04-1-1.png 1389w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2022-10-25-15_04_04-1-1-300x94.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2022-10-25-15_04_04-1-1-1024x319.png 1024w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2022-10-25-15_04_04-1-1-768x239.png 768w\" sizes=\"auto, (max-width: 1389px) 100vw, 1389px\" \/><\/p>\n<ul>\n<li>Statements are mailed to the Mailing Address on file and typically reach the homeowner at least a week before the first of day of the month. Assessments are <strong>always due on the first day of the month<\/strong> and are considered late if the payment is not received by midnight on the last day of the grace period.<\/li>\n<li>If a homeowner is signed up for <strong>Recurring Payments<\/strong> through our 3rd party processor (Payabli), they <strong>will still receive statements<\/strong> <strong>or e-statements.<\/strong><\/li>\n<li>Homeowners should be encouraged to sign up for e-statements on Resident Portal.<\/li>\n<li>If a homeowner requests a copy of their billing statement, email it from the SnapHOA Management app.<\/li>\n<li>If the h\/o\u2019s association is on Coupon Booklets you should make them aware that the only type of statement the A\/R department can generate for them is a \u201cLate Statement\u201d (which will say they are past due \u2013 even if they aren\u2019t past due).<\/li>\n<\/ul>\n<p><strong><u>E-STATEMENTS<\/u><\/strong><\/p>\n<ul>\n<li>Homeowners can sign up for e-statements on their Resident Portal\n<ul>\n<li>Community Care <strong>cannot<\/strong> enable e-statements for a homeowner. The homeowner <strong>must\u00a0<\/strong>sign up for e-statements through their Resident Portal.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2966 size-full\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-04-19-10_14_19-Dashboard-Resident-Portal.png\" alt=\"\" width=\"796\" height=\"411\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-04-19-10_14_19-Dashboard-Resident-Portal.png 796w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-04-19-10_14_19-Dashboard-Resident-Portal-300x155.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/2023-04-19-10_14_19-Dashboard-Resident-Portal-768x397.png 768w\" sizes=\"auto, (max-width: 796px) 100vw, 796px\" \/><\/p>\n<ul>\n<li>If a homeowner signed up for e-statements but is not receiving them:\n<ul>\n<li>Check to be sure that they have an email address in SnapHOA Management App (Unit\/Overview\/Owner Residents\/Select Name)<\/li>\n<li>Ask them to check their email Spam folder for the statement.<\/li>\n<li>If we have an email in SnapHOA Management App and the statement is not in their spam folder, provide them with the information they need to make payment immediately.<\/li>\n<li>If they request the e-statement be sent out again, email them the statement from the SnapHOA Management App.<\/li>\n<li>If they would like us to investigate why a statement was not e-mailed to them, open an Accounting Ticket on their behalf.<\/li>\n<\/ul>\n<\/li>\n<li>If the association is on Coupon Booklets, the homeowner will <strong><u>not<\/u><\/strong> receive e-statements <u>unless they are late<\/u>.<\/li>\n<li>If a homeowner is signed up for ACH through Payabli, they will receive monthly e-statements.<\/li>\n<li><span style=\"color: #ff0000\" data-darkreader-inline-color=\"\"><strong><u>Do not direct questions about e-statements to the IT Department.<\/u><\/strong><\/span> Questions about e-statements should be directed to the person in knowledge base that handles statements.<\/li>\n<\/ul>\n<p><strong><u>STATEMENTS FOR HOA\u2019S THAT ARE NEW TO ACTION<\/u><\/strong><\/p>\n<ul>\n<li>When we take over a new association, the first billing statement (and in some extreme circumstances the 2<sup>nd<\/sup> statement) we send out does <strong><u>not<\/u> <\/strong>reflect the balance forwarded from the previous management. This is because we must wait for the previous management company to provide us with that information and we don\u2019t typically get that in time to include in the first<sup>\u00a0<\/sup>statement. Therefore, the statements are sent out with a \u201c<strong><u>Welcome Letter<\/u><\/strong>\u201d which explains this to the homeowners. The Welcome Letter is posted on the Community Care tab for you to reference when answering billing questions for these homeowners.<span style=\"color: #ff0000\" data-darkreader-inline-color=\"\"> Additionally, once we receive the balances forwarded from previous management, a notice will be posted in SnapHOA Management App &gt; Association Dashboard &gt; Community Care under the Accounting Notices.<\/span>\n<ul>\n<li>We <strong>never<\/strong> want to refer homeowners to contact their previous management companies regarding balance forwards. If homeowners have questions regarding the time it is taking to have the balance forwards reflected on their account, inform them that \u201cWe are still in the process of getting previous balances entered in our system. Once they are entered, you will see it reflected on your statement.\u201d<\/li>\n<li>If the h\/o would like to complain about the amount of time it is taking, please provide the manager&#8217;s email or you may also transfer the call to the CM if necessary.\u00a0<\/li>\n<\/ul>\n<\/li>\n<li>We typically do not charge new late fees for the first <span style=\"text-decoration: underline\">2<\/span><u>\u00a0months <\/u>after transition but it is always the board&#8217;s decision. Occasionally they will only approve to waive fees for 1 month only. If there is ever an HOA that has a different transition grace period, it will be noted under the HOA name on the top left hand corner. If there is no mention there, then the standard 2 month grace period applies.\u00a0<\/li>\n<li>Since we have to wait for the account balances from previous management, and homeowner need time to adjust to the change, we do not late charge. Homeowners can be informed of this if they are anxious about not having a correct balance or if they mailed payments to previous management before they knew about the management change. The previous management company should forward any physical checks or money orders they receive after the transition to us. <strong>Homeowners <u>should not<\/u> be advised to put a Stop Payment on any check sent to previous management during the first 2 months. They should be asked to wait until previous management has forwarded all of the payments sent to them (this sometimes takes weeks). If a h\/o insists on issuing a Stop Payment, inform them that an attempt to cash the payment will be made if\/when it is received, and this may result in a fee (see <a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/2018\/01\/11\/405-payments\/\">SOP 405: Payments<\/a>)<\/strong><\/li>\n<li>Although payments for most of our associations are mailed to P.O. Box 25013 (Sunwest Bank Lockbox), occasionally they are be mailed to another address. Therefore, the first statements are usually posted on &#8220;SnapHOA Management App &gt; Association &gt; Overview &gt; Community Care &gt; Accounting&#8221; for reference. Occasionally a new homeowner may not receive their statement and may call in asking for information. <u>Always reference the statement on Management App before providing the address for payments. <\/u><\/li>\n<li>Although every effort is made to make sure that the first statements and the Welcome Letter are accurate, occasionally a mistake is made. Check the Community Care tab for any information about corrections if homeowners call. If there is no information on the Community Care tab, check with the community manager or open an accounting ticket.<\/li>\n<\/ul>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>General information Billing Address Coupon Books Statements (&amp; printing a ledger\/Resident Transaction Report) E-Statements Statements for HOA\u2019s that are new to Action GENERAL INFORMATION Homeowners are typically billed either by monthly\/quarterly\/bi-annual statements, or by annual coupon booklets. A list of the associations currently using coupon booklets (and a list of associations that have unique billing), [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[],"class_list":["post-201","post","type-post","status-publish","format-standard","hentry","category-4-accounting"],"_links":{"self":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts\/201","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/comments?post=201"}],"version-history":[{"count":0,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts\/201\/revisions"}],"wp:attachment":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/media?parent=201"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/categories?post=201"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/tags?post=201"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}