Troubleshooting
Role: Administrator · Bookkeeper · Office Admin · AccountantArea: QuickBooks Online integration · Refunds · Accounting · All versions
What you're seeing
You exported a batch to QuickBooks Online that includes refunds, but the invoice in ServiceTitan still shows the same balance. The refund didn't clear or change the balance on its own, so payments need to be applied manually.
Where you see it: Invoice in ServiceTitan (balance unchanged) · Where you fix it: ServiceTitan payments, then QuickBooks Online
Why this happens
Reason 1
Refunds aren't applied to invoices automatically.
Refunds don't automatically apply to invoices in QuickBooks Online, so they must be entered manually. An exported invoice's balance in ServiceTitan won't update on its own and has to be reconciled manually.
How to fix it
Caution: Before you start — negative payments can only be applied to Adjustment Invoices.
1Apply the payment manually in ServiceTitan, then record the refund in QuickBooks Online
In ServiceTitan, apply a positive or negative payment to the invoice to change the balance. (Negative payments can only be applied to Adjustment Invoices.)
Bypass the payments.
In QuickBooks Online, find the exported invoice.
Manually record the refund and save your changes.
✓ Done · The invoice balance reflects the refund in both ServiceTitan and QuickBooks Online.
Note: For more on the refund process in QuickBooks Online, see Intuit's help article on customer refunds and credits.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The invoice number(s) and the customer name
The batch number that included the refunds
The refund amount and what the balance currently shows in ServiceTitan vs. QuickBooks Online
Which steps from this article you already tried
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