Can't collect payment on an invoice that shows a balance

 Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Payments · Accounts Receivable · Invoicing · All business types

Reason 1

A balance created by a negative payment is not a balance you can collect a new payment against.

When a negative payment is placed on an adjustment invoice to show a refund, it generates a balance on the main invoice, but that balance is not collectable the way a normal invoice balance is.

1Use a placeholder task to create a collectable balance

Add a temporary placeholder task to create a collectable balance, collect the payment, then remove the task.

1. Go to the invoice you need to collect payment on.

2. Add a placeholder task on the invoice for the total amount you need to collect.

3. Wait for the invoice balance to update.

4. Click Collect and apply payment.

5. On the Collect and Apply Payments screen, enter the new payment and apply it to the invoice. The invoice now has a balance you can collect against.

6. Click Save.

7. After the payment is collected, delete the placeholder task you added in step 2.

✓ Done · The payment is collected and the balance returns to zero — unless the payment collected is less than the negative payment on the adjustment invoice, in which case a balance remains for the difference.

Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:

• The customer name and the invoice number

• The amount you're trying to collect

• Details of the refund/adjustment invoice and the negative payment that created the balance

• Which steps from this article you already tried