Deposits FAQs

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Onboarding

How do I sign up? 

Speak with one of our dedicated Account Directors to see if OneTrust is right for your business. You can contact our team via sales@realtair.com. Once your sign up is complete with our Sales team, our Support team will provide you with access and set up to get you ready to use the system. Deposits

Is there a subscription fee? How does OneTrust charge? 

OneTrust has a subscription fee of $10 per agent per month. This will be billed to your nominated billing details registered with us. To gain access to OneTrust, you can speak to our Account Director team to set up your account.

I’m an existing Realtair customer, do I still need to register? 

No need to register, but you will need to have your account enabled to OneTrust. Reach out to any of our Account Managers or support team to have your account activated. Once enabled, you can use your existing account to log in to onetrust.realtair.com. 

I use Sign, can I process my campaign’s deposit through Deposits?

OneTrust is integrated with Sign. Below are the criteria. 

1. User must be enabled on Sign and Deposits. 

2. The office must have registered bank details on Deposits.

3. The contract must have the status of: Waiting on Vendor, Waiting on Purchaser, Signed or Exchanged. Once in this status, the campaign would automatically be displayed in your OneTrust dashboard. Likewise, a button to pay the deposit will be provided in Sign.

Why should I process deposits through Deposits?

Deposits streamlines the deposit-taking process for agents, buyers, and administrative staff increasing efficiency, providing added security, and reducing agency costs. With Deposits, agents can use an app to collect deposits in person instantly or receive automated notifications if completed remotely.

- Streamlines sales process for buyers and agents in one location to collect deposits in person or remotely.
- Saves time following up with buyers by taking payments securely on the spot, agents receive automated notifications when payments are made remotely.
- Reconciles deposits with ease and with visibility of deposits in one platform.
- Increased security for Agents and Vendors with the ability to collect Vendor bank details securely.
- Increased security for Agents and Buyers with the ability to process deposits securely with two-factor authentication.

Campaign creation

I’m trying to create a campaign, but I’ve been flagged that I already have a record for the said address. What do I do? 

 

There are two possibilities here: (1) You’re creating a duplicate, and (2) You’ve sold the property again–a completely different campaign. To check if it’s the first scenario, click on the flag and review the campaign details. If the campaign is the same, proceed to work on that said campaign. If it’s the latter, disregard the prompt and proceed to create a new campaign. 

Can international numbers be used? 

Yes, but not all countries are supported. Currently, we can only send notifications to:
- Australia
- China
- Germany
- Hong Kong
- New Zealand
- Philippines
- Singapore
- Taiwan
- United Kingdom
- United States

I can’t move forward with the sale details. What’s wrong? 

Make sure the following are accounted for. 

1. Sale price - enter any value

2. Deposit amount - must be less than the sale price; amount based or percentage based. 

How do I update the campaign information? 

Log in to Deposits and click on the campaign. Click on the icon (three dots) on the upper right corner. Choose Update and you will be asked to enter an OTP (One-Time Password) to be sent on your mobile number.  Click Confirm and you will be able to edit the campaign details.

See Agent’s Manual | Update-Campaign-Details for detailed steps.

Collecting deposit payments

How do I collect deposits through Deposits? 

Once registered and logged in, create the campaign record in Deposits through clicking on the Create button (Click here to view the guide). 

 

Upon creation, the campaign will appear in the dashboard, click on the campaign and the PAY DEPOSIT button on the upper right side of the page. Confirm the selling price, deposit amount, and the remaining balance. Choose the mode of payment, either Pay Now and Pay Remotely. Request the purchaser to fill in the bank details or transfer the deposit to Deposits account, confirm that the terms and conditions were read then click Submit (Click here to view the guide). 

What is the required information to collect the deposit?

These must be submitted: 

1. Vendor/s Information - name/s, mobile number, email address

2. Purchaser/s Information - name/s, mobile number, email address

3. Sale details - selling price, deposit amount/percentage

These are the minimum requirements to ensure a secure and convenient transaction. 

What are the available payment methods for the deposit collection? 

OneTrust can accommodate the following payment methods: 

1. Direct debit - deduct the funds directly from purchaser’s bank account. 

2. Direct credit - purchaser will have to transfer the funds to a designated BSB and Account number. This method is yet to be released. 

How much deposit is collected? 

It depends on the purchaser. They can opt to pay the entire deposit amount in one direct debit or credit transaction (i.e. endorse 1 bank account to deduct the deposit from or create 1 transfer to the designated trust). 

On the other hand, the purchaser may also opt to do it in multiple transactions. For direct debit, they can endorse multiple bank accounts with corresponding debit amounts. For direct credit, they can transfer in multiple transactions until they complete the deposit payment. 

Is the debit transaction real-time? What’s the SLA for the debit transaction for the deposit payment? 

No, it’s not going to happen in real-time. It generally takes 1-2 business days to be confirmed and successful. Processing time may differ from bank to bank. Click here to understand the clearance times: Understanding Clearance Times

What happens after debit information is provided?

Once the purchaser submits their bank details for direct debit, Deposits shall now proceed to debit the funds. Once confirmed and validated, users will receive an email and SMS notifications for updates. The Vendor will consequently receive a separate email for the collection of the bank account.

Otherwise, the agent, purchaser, purchaser solicitor and office admin will be informed when there are failed transactions and the purchaser will have to re-submit bank details. 

How do I know that the deposit payment has been received and validated?

Once the purchaser submits their bank details for direct debit or transfers the money and has clicked the Submit button, the campaign status will be updated. By this time you will receive an Email/SMS that the deposit payment has been initiated.

Once the deposit has been received and validated, you will receive another SMS/Email notification and it will also instruct you on what are the next steps.

Deposit payment is still not confirmed. What can I do?

Check with the Agent the Deposit information tab and look for the transaction Remarks. If it is in Processing, take note of the submitted date.

The transaction will be in Processing remarks within 1-2 business days after submission. If on the 3rd business day and the campaign is still Processing, kindly send an email to support@realtair.com with the campaign details so we can check and follow up. 

Otherwise, if there are Failed remarks, proceed with the repayment for the failed amount.

The purchaser chose to pay remotely, but haven’t done so yet. How can I follow up?

Deposits automatically re-sends the payment request after a couple of days. You may opt to follow up with the purchaser or trigger the resending by going through the remote payment process.  

What is the deposit payment process if there are multiple purchasers? 

The deposit payment process is the same. Ideally, if there are multiple purchasers, only one of the purchasers should deposit the payment. But in the instance that they want to divide the payment among the purchasers, they can opt to nominate multiple bank accounts via direct debit transaction. 

The deposit payment has been initiated, but the direct debit payment has been unsuccessful. What should be done?

The agent, the purchaser, and the office admin will receive notifications regarding the failed payment. The agent can facilitate the repayment after all pending transactions have been processed. The pay deposit button will be enabled and will display the remaining balance. 

Purchasers can complete repayment through remote or upfront transactions using direct debit or direct credit. Purchasers must ensure enough funds and successful credit transactions to complete the payment. 

How do I manage failed deposit payments?

If there are failed deposit payments, look in the transaction Remarks in Deposit Information tab and it will display the reason for failure. Once all pending transactions have been processed, the Pay deposit button will be available again and the purchaser could proceed with repayment.

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Settlement documents

What if the Vendor and/or the Solicitors didn’t receive the emails that cover the collection of the bank account? 

Log in to Deposits and click on the campaign. Click on the icon (three dots) on the upper right side. RESEND notification will be provided in the dropdown. Click on that, select the recipients and confirm sending.

Can a vendor endorse multiple bank accounts? If there are multiple vendors, do they each endorse their bank account?

At the moment, only 1 bank account per vendor is recorded. However, if there are multiple vendors, they can each submit their bank account, and it’ll be disbursed directly to that account. 

I’ve received a notification that I’ve submitted my bank details. This is not me, what do I do? 

Please report the incident to your agent. Provide the campaign details and other pertinent information.

Once verified as fraud, submitted bank details will be deleted and the team will conduct an investigation. The vendor/s may submit updated bank details after. 

The details are incorrect (in the email or site that was provided). How can this be amended? 

Please report the incident to your agent, provide the campaign details and other pertinent information. The agent may change the sale details and user information through the campaign summary update. 

If in case the error is app induced, please report it to support@realtair.com so we can investigate and amend the error. 

Something’s wrong with the link/button sent for vendor bank account collection. What do I do? 

Please report the incident to your agent, so it can be re-sent. If the issue persists, reach out to support@realtair.com. Provide the campaign details and other pertinent information. 

I want to change the bank details I’ve originally submitted. How can I do that?

Please reach out to your agent and to support@realtair.com. You will then receive an email to re-enter bank details. Provide the campaign details and other pertinent information. 

I want to change the mobile number/email address registered for the OTP. What do I do?

Please reach out to your agent and provide the updated information. 

[Vendor] I don’t understand how I can provide my bank details. Can I just endorse it to the agent?

Providing your bank details is fast and easy. First, you verify your identity by entering a verification code sent to your registered channels. After which, you’ll be asked to enter your bank details. Once confirmed, you may click on CONFIRM and that will conclude the entire process.

Unfortunately, as a security measure, the link is only shared to the vendors. At the moment, agents will not be able to perform the task in lieu of the vendor. In addition, verification requires that the vendor provide a code sent to their mobile number or email address. 

I’ve just provided my bank details, but my agent says there’s no record in the system. What do I do?

It’s possible that the action was not saved. Try accessing the link/button sent to your email. If it says that the link is no longer valid because the action has already been performed, send a screenshot of this to your agent. Otherwise, if it provides the same landing page, the action you performed wasn’t saved--may be due to connection issues, etc. Please complete the action once more to complete the process. 

Others

What is the Token?

The token is used for authentication and confirming identity. Token will be asked every time you update the campaign information, office details or viewing of vendor bank details.

How to set up the token authentication?

A key is needed to set up your token authentication. You need to send a key request to support@realtair.com. Once the key has been provided, download a google chrome authenticator extension. Enter the key in the authenticator and the token will be shown.