How can I check if a customer was charged twice for an invoice?

Problem

A customer might have been charged twice for the same invoice. One transaction is a credit payment that did not fully go through and the other is an actual charge.

Solution

Check if a customer was charged twice.

Check payment status in ServiceTitan

1. Search for the invoice.

2. Go to the invoice's audit trail.

3. Look for two payments related to the invoice.

4. Note the date and amount of each transaction.

Verify transactions in the payment gateway

1. Login to your payment gateway account.

2. Look for two transactions for the invoice.

3. Check if both transactions were processed or if one was just initiated but not completed.

Review payment history

1. In ServiceTitan, go to Reports.

2. Run the All Payments report.

3. Filter the report by the customer's name.

Resolve the credit issue

If you find a credit that was not fully processed, you need to remove it.

1. Create an adjustment invoice.

2. On the adjustment invoice, add a placeholder task and set the amount to the amount of credit that needs to be removed.

3. Go to the customer profile.

4. On the customer profile screen, click More and select Collect Payment from the dropdown.

5. On the Collect and Apply Payments screen, apply the credit you want to remove to the adjustment invoice you created in step 1.

6. Go back to the adjustment invoice and add a payment with the amount the same as the credit but in negative. For example, if the amount was $25.00, enter -$25.00.

7. On the adjustment invoice, delete the placeholder task you added on step 2.

8. Save the adjustment invoice.

By following these steps, you can confirm the status of a customer's payment and ensure their account reflects the correct charges.