Payment applied to wrong invoice, customer, or job

 Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Accounting, Invoicing • All versions

Reason 1

Payment applied manually to the wrong invoice or customer

A payment was manually applied to the wrong invoice or customer profile during collection.

Reason 2

Cross-customer payment error

A customer paid another customer's invoice by mistake (cross-customer error).

Reason 3

Payment exported under the wrong customer name

A payment was exported under the wrong customer name, locking the original record.

Reason 4

Items and payments recorded on the wrong job invoice

Invoice items and payments were recorded on the wrong job invoice when multiple jobs exist for the same customer.

Reason 5

Portion of a payment should be credit instead

A payment fully covers an invoice, but a portion of it should be available as credit on the customer profile instead.

1Payment applied to the wrong invoice or customer profile

Use this if the payment has not been exported yet.

If the payment is on an invoice:

1. Go to the invoice and unapply the payment from the invoice.

2. Make note of the payment details: amount, payment type, and authorization code (if available).

3. Delete the payment from the invoice.

4. Go to the correct invoice or customer profile where the payment should be applied.

5. If applying to an invoice, click Collect and apply payment and enter the payment details on the Collect and Apply Payments screen.

6. If applying to a customer profile instead, click the More icon on the customer profile, select Collect Payment, and enter the payment details.

7. If the payment type is a check, click Save. If the payment type is a credit card, click the down arrow on the Charge option and select Save without Charging.

If the payment is on a customer profile:

1. Go to the customer profile where the payment was collected incorrectly.

2. In the side menu, click Payments.

3. Locate the incorrect payment and click the More icon.

4. Select Delete Payment, then click Confirm.

5. Go to the correct invoice or customer profile where the payment belongs.

6. Collect and apply the payment using the same steps as above (step 5, 6, or 7).

✓ Done · If the payment now appears on the correct invoice or profile and the original location shows a zero or correct balance, you're done.

2Customer paid a different customer's invoice by mistake

Use this if a cross-customer payment error needs to be corrected with an adjustment invoice.

1. Go to the invoice the payment was intended for (invoice A).

2. Click Collect and apply the payment.

3. Select the same payment type that was mistakenly collected.

4. Enter the same amount that was mistakenly applied.

5. Click the down arrow on the Charge option and select Save without charging.

6. Go to the invoice where the payment was mistakenly applied (invoice B).

7. On invoice B, click Add an adjustment invoice.

8. Add a negative payment of the same amount to offset the mistaken payment.

✓ Done · If invoice A now shows the correct payment and invoice B's balance is corrected by the adjustment invoice, you're done.

3Payment exported under the wrong customer name

Use this if the payment has already been exported and the invoice is under the correct customer, but the payment record shows the wrong customer name.

1. Create an adjustment invoice from the original invoice.

2. On the adjustment invoice, click Add a payment and add a negative payment of the same amount.

3. Select a payment type of Refund or note in the memo that this is a correction.

4. Click Save.

5. On the adjustment invoice, click Update invoice details.

6. In the Bill To field, select the customer who was incorrectly charged.

7. Click Save.

✓ Done · If the adjustment invoice shows the negative payment under the correct customer name and the original invoice balance is accurate, you're done.

4Move payment and items between job invoices for the same customer

Use this if items and a payment were recorded on the wrong job invoice for a customer with multiple jobs.

Note: The Bill To customer must be the same on both invoices, and neither invoice can have been exported yet.

1. Search for and go to the original (incorrect) job invoice.

2. Remove all invoice items from the original invoice.

3. Unapply all payments on the invoice. This moves the payment amounts to available credit on the customer profile.

4. Search for and go to the correct job invoice.

5. Add the invoice items to the correct job invoice.

6. Click Collect and apply payment.

7. On the Collect and Apply Payments screen, select Credits.

8. Find and select the payment from the original invoice.

9. Under the Apply Payment section, select the correct invoice to apply the payment to.

10. Confirm the correct amount in the Amount Applied field.

11. Click Save.

✓ Done · If the correct job invoice now shows the items and payment, and the original invoice is cleared, you're done.

5Move a portion of a payment to the customer profile as credit

Use this if a payment fully covers an invoice, but part of it should stay available as credit instead.

1. Go to the customer profile in ServiceTitan.

2. Click More > Collect Payment to open the Collect and Apply Payments screen.

3. Find the payment you want to adjust and click the invoice number to go to that invoice record.

4. If the payment fully covers the invoice but you need to partially credit it back, create an adjustment invoice to adjust the invoice balance.

5. On the invoice record, unapply the payment. This moves the full amount to available credit.

6. On the invoice record, click Collect and apply payment and apply only the portion of the credit that should stay on this invoice. The remaining amount stays as credit on the customer profile for future invoices.

✓ Done · If the invoice shows the correct partial payment and the customer profile shows the remaining amount as available credit, you're done.

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

• The customer name(s) and invoice number(s) involved

• The payment amount, type, and date

• Whether the payment or invoice has been exported

• A description of where the payment is now vs. where it should be

• Which checks from this article you already tried