Adding a deleted refund back onto an invoice

Problem

A refund was deleted from an invoice, and you need to add it back without affecting the customer's balance or exporting the transaction to accounting software like QuickBooks.

Solution

There are two ways you can resolve this issue.

Option 1: Use Automated Refund Workflow

1. Search for and go to the invoice where the refund was deleted.

2. Click Refund to perform the Automated Refund Workflow again.

3. Under the Refund Method section, select Process credit card refund outside of ServiceTitan. This option will record the refund without sending money back to the customer.

4. Confirm the refund details and complete the process. This action records the refund on the invoice without affecting the customer's balance.

Option 2: Create an adjustment invoice

1. Post the original invoice to finalize its current state.

2. Create a new adjustment invoice linked to the original one.

3. On the adjustment invoice, add a negative payment. Set the amount to the value of the refund. Choose Refund as the payment type.

4. Save the adjustment invoice. This method adjusts the balance to reflect the refund without sending the transaction to accounting software.

Additional steps for both workflows

If the invoice shows a negative balance after following one of the workflows:

1. Check if a negative task was automatically added to the refund invoice.

2. If so, delete the negative task from the refund invoice.

3. Make sure there is a positive task for the refund amount on the original invoice.

4. Add a negative task for the same amount on the R-1 refund invoice if needed.

5. Review the invoice to ensure it reflects the correct balance.