What you're seeing
A technician sold an estimate during a work order and took a deposit, but after the work order is completed you don't see a new invoice for that sold work. You're not sure where the sold items and the deposit went.
Why this happens
This is expected behavior, and where the items land depends on the option the technician chose when selling the estimate:
Reason 1
Perform Work Now
The estimate items are added to the same work order's invoice. No new work order or invoice is created.
Reason 2
Perform Work Later
The sold estimate items are booked into a new work order, so nothing new appears on the original work order. The items move to that follow-up work order's invoice when it's created.
The deposit is held as a credit on the customer. It applies to the follow-up work order's invoice when it's created, as long as your office's auto-apply rules for payments are set up for it.
How to fix it
There's nothing broken to fix. This is how the sold-estimate workflow is designed.
Find the sold items and the deposit
If the technician chose Perform Work Now, open the original work order's invoice. The estimate items are there.
If the technician chose Perform Work Later, look for the follow-up work order that was created from the sold estimate. The items appear on that work order's invoice.
The deposit shows as a credit on the customer's profile and applies to the follow-up work order's invoice once it's created.
✓ Done You've located the sold estimate items on the correct invoice, and the deposit is accounted for as a customer credit.
Note: If the deposit stayed as a credit and didn't apply to the invoice, apply it to the invoice manually and check that your office's auto-apply rules for payments are set up. If it still won't apply, contact Support.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The estimate number, original work order number, and customer name
Whether the technician chose Perform Work Now or Perform Work Later
The deposit amount and date collected
Whether the deposit shows as a credit on the customer's profile
Whether the follow-up work order was created