Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Accounting, Payments · All business types
What you're seeing
A customer reports — or you suspect — they were charged twice for the same invoice. Often one transaction is a card payment that didn't fully go through and the other is an actual charge, so the invoice shows two payments when only one should exist. You need to confirm whether the customer was really double-charged before making any correction.
Where you see it: Customer or invoice payment record (a payment looks duplicated)
Where you fix it: Invoice audit trail, your payment gateway, and Reports > All Payments
Why this happens
There is 1 common reason.
Reason 1
Two payment attempts landed on the same invoice, but only one may have captured the money.
Two payment attempts can land on the same invoice when a charge appears to fail and is retried, when a payment form is submitted more than once, or when a transaction reaches the gateway but doesn't record cleanly in ServiceTitan. One attempt may have actually captured the money while the other didn't — so the records can look like a double charge even when only one charge went through.
Before you start
You need access to your payment gateway account to confirm which transactions were actually processed.
How to fix it
First confirm whether the customer was actually charged twice, then correct the payment that didn't fully process using the path that matches what you found.
1Confirm whether it's really a duplicate charge
Check all three sources before deciding — together they tell you whether one or two charges actually went through.
Search for the invoice and open its audit trail. Look for two payments related to the invoice, and note the date and amount of each.
Log in to your payment gateway account and look for two transactions for the invoice. Check whether both were processed, or whether one was only initiated and not completed.
In ServiceTitan, go to Reports, run the All Payments report, and filter by the customer's name to review their full payment history.
✓ Next · You can now tell whether the customer was charged once or twice. Use the matching path in Check 2.
2Correct the payment
Choose the path that matches what you confirmed in Check 1.
Path A — The duplicate is in ServiceTitan only (never actually charged at the gateway). Delete the extra payment record.
Go to Accounting > Customer Payments.
Identify the duplicate by comparing payment amounts, dates, and invoice numbers.
On the duplicate payment, click Actions > Delete Payment.
Verify the invoice balance is now correct.
Path B — The customer was actually charged twice at the gateway. Refund the duplicate rather than deleting it, so the money is returned.
Go to Accounting > Customer Payments and locate the duplicate payment.
On the duplicate payment, click Actions > Refund.
Complete the refund and verify the invoice balance and the customer's account are correct.
Note: If the Automated Refund Workflow (ARW) is enabled for your account, use its Overpayment or Duplicate Payment reason to process this refund — it creates the negative payment and the correct accounting entries for you. ARW applies only to payments that have not yet been exported to your accounting system. If the payment was already exported, contact Technical Support or your accountant to reverse it on the accounting side.
Path C — Manual correction (accounts without ARW, or when you need to adjust a not-fully-processed credit directly). Use the adjustment-invoice and negative-payment method.
Create an adjustment invoice. On it, add a placeholder task and set the amount to the amount that needs to be removed.
Go to the customer profile, click More, and select Collect Payment.
On the Collect and Apply Payments screen, apply the credit you want to remove to the adjustment invoice.
Go back to the adjustment invoice and add a payment for the same amount but negative — for example, if the amount was $25.00, enter -$25.00.
Delete the placeholder task you added, then save the adjustment invoice.
✓ Done · The customer's account reflects only the charge that actually went through.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The customer name and the invoice number
The date, amount, and status of each transaction you found (in ServiceTitan and in the gateway)
The transaction/auth codes or reference IDs from your payment gateway
Whether the affected payment shows as failed, pending, or successful
Which steps from this article you already tried
Want to learn more?
All Payments report ›
Review a customer's full payment history to spot duplicate transactions.
Understand the Accounting Audit Trail ›
See how payments are recorded on an invoice's audit trail.
Refund an unapplied payment or customer credit ›
Return money to a customer for an overpayment or credit.
Create an adjustment invoice ›
Build the adjustment invoice used in the Path C manual correction.