SERVICETITAN · ACCOUNTING & FINANCE

Collect What You're Owed

Stay on top of outstanding balances. Track aging receivables, send statements, and collect every dollar your business has earned.

Jump to:Track & Review Outstanding Balances Collect & Adjust Payments Troubleshoot Collection Issues Measure Impact

Track & Review Outstanding Balances

Review your accounts receivable aging

⚠︎ Review AR aging weekly. Letting overdue balances sit too long reduces your chance of collecting — most debts over 90 days are significantly harder to recover.

⚠︎ Invoices without a payment term assigned have no due date and are excluded from aging bucket columns. To see correct aging distribution, assign payment terms to every invoice. Payment terms are configured at Settings > Invoicing > Payment Terms — contact Technical Support if you need assistance with initial setup.

a. Go to Accounting > AR Management to view your outstanding customer balances organized by aging buckets. Use the Statement Type dropdown to select "As Of Date" and set your filters.

b. Use the filters to narrow by Business Unit, Customer Type, Min. Days Past Due, or Invoice Export Status to focus on the balances that need attention first.

c. Click into any customer row to see the individual invoices making up their balance. Prioritize follow-up on the oldest outstanding amounts.

⚠︎ AR Transaction reports should be limited to a maximum one-year date range for performance. Larger ranges cause timeouts.

AR Management Tool Guide: recommended workflow Accounts Receivable Summary Legacy Report

Generate and send customer statements

a. Go to Accounting > AR Management.

b. Choose the statement type from the Statement Type dropdown — As Of Date (shows outstanding transactions as of a specific date) or Balance Forward (lists transactions within a date range with a carried-over balance).

c. Set the Date Range or As Of Date. Use the filters (Invoice Export Status, Min. Days Past Due, Business Unit, Customer Type, Payment on File) to narrow the list.

d. Select the customers you want to send statements to. From the Actions dropdown, choose Email Statements, Print Statements, or Print Statements & Mark as Sent. Preview statements before sending to verify the amounts are correct.

⚠︎ This table only pulls data from posted and exported invoices. Invoices in Pending status will not appear here — make sure invoices are posted before generating statements.

⚠︎ To control how often you send statements in bulk, set the Statement Send Frequency at Settings > Invoicing > Customer Statement.

Send customer statements Send balance forward statements

Place or remove a credit hold on a customer

⚠︎ A credit hold does not physically block new bookings. It triggers a high-visibility red banner on the call/booking screen. Your team should have a policy where CSRs transfer calls from delinquent customers to your Accounts Receivable team when they see the banner — the system will not prevent them from booking.

a. Open the customer record. Apply a "Credit Hold" tag to the customer. Tags are managed at Settings > Operations > Tag Types.

b. Configure the Credit Hold tag to Show on Dispatch Board so dispatchers also see the alert when the customer appears on the board.

c. Add a note explaining why the hold was placed or removed. This helps your team understand the situation when the customer calls.

Manage tags

Collect & Adjust Payments

Process a customer refund

a. Open the invoice record for the job or transaction that needs the refund. The invoice must be in Posted or Exported status — if it's still Pending, edit the invoice directly instead of creating an adjustment.

b. Click Add an adjustment invoice and confirm in the pop-up. Add negative (credit) line items for the refund amount.

c. Apply a refund payment to the adjustment invoice. Select the refund method: credit card (refunds to the original card), ACH, check, or leave the credit unapplied on the customer's account to apply toward a future invoice.

d. Enter the refund amount and add a note explaining the reason. Complete the refund by following the steps in the KB article linked below — exact button labels and confirmation screens vary by payment method.

⚠︎ Card refunds process back to the original card only. If the original card has expired or been replaced, you cannot refund to that card — issue the refund as a check or leave it as an unapplied credit on the customer's account instead. Card refunds may take 1–2 business days to settle; ACH refunds take 3–5 business days.

⚠︎ Voided invoices work differently. If the invoice was voided rather than adjusted, the refund must be applied to a new invoice using "Save without charging." Do not use the adjustment invoice workflow for voided invoices.

⚠︎ Accounting sync: Adjustment invoices export as Credit Memos to your accounting software (QuickBooks, Intacct, Xero). Known issue: when syncing a negative adjustment invoice without an associated payment, the credit memo may use items from the original invoice instead of the adjustment invoice, overstating the credit amount. Always verify the credit memo in your accounting software after export.

Refund adjustment invoice and issue refund Create an adjustment invoice Apply credit or payment to an invoice

Reverse a payment

⚠︎ How you reverse a payment depends on the invoice's current status. Payments cannot be unposted — only invoices can be unposted (and only if the accounting period is open and the invoice has not been exported).

If the invoice is still Pending

a. Open the invoice record for the job or transaction. Because the invoice has not been posted, it is fully editable.

b. Remove or adjust the payment directly on the invoice. The invoice balance updates automatically.

c. Verify the updated balance on the customer record.

If the invoice is Posted and the accounting period is open

a. Go to Accounting > Batch/Export Transactions. Locate the batch containing the invoice.

b. Unpost the batch. This returns the invoice to Pending status, where you can remove or correct the payment.

c. After making corrections, re-post the batch. Verify the updated balance on the customer record.

If the invoice is in a closed accounting period or has been Exported

a. Open the original invoice record and click Add an adjustment invoice. Confirm in the pop-up.

b. Add negative (credit) line items to offset the incorrect payment amount. Apply a refund payment to the adjustment invoice using the appropriate method (credit card, ACH, check, or unapplied credit).

c. Post the adjustment invoice. The adjustment exports as a Credit Memo to your accounting software. Verify the credit memo in your accounting software after export.

⚠︎ Exported invoices are permanently locked — the adjustment invoice is the only correction path. Closing an accounting period is irreversible in practice — plan corrections carefully.

⚠︎ For card or ACH refunds, confirm whether the original payment has settled before processing. Card refunds may take 1–2 business days to settle; ACH refunds take 3–5 business days. If the original card has expired or been replaced, issue the refund as a check or leave it as an unapplied credit on the customer's account.

Refund adjustment invoice and issue refund Batch, post, and export transactions Create an adjustment invoice

Charge interest on overdue balances

a. First, create a task code item in your Pricebook for interest charges. Create a service item for interest (you can leave the price at $0.00). For the full setup steps, see the Charge interest using the Invoices module article linked below.

b. Next, configure a payment term with interest settings: go to Settings > Invoicing > Payment Terms. Select or create a payment term, open the Interest tab, enable the Charge Interest toggle, and set the interest rate, grace period, and charge frequency.

c. To apply charges, go to Accounting > Invoices. Select the overdue invoices (use the aging filters to identify them), then click Actions > Charge Interest. Select the date from which interest should accrue, review the calculated charges, and confirm.

⚠︎ Interest charges automatically generate adjustment invoices linked to the original invoices. The original invoice must use a payment term that has interest settings configured. Review the legal disclaimer before saving interest settings on payment terms.

⚠︎ There is no automatic recurring interest — someone on your team must manually charge interest each cycle. There is currently no automation rule to apply fees on invoices automatically.

⚠︎ Interest can also be charged on membership and service agreement invoices. If your payment terms have interest enabled, be aware this applies across those invoice types as well.

Charge interest using the Invoices module Charge interest (legacy)

Write off bad debt

a. Open the invoice record for the uncollectible balance.

b. Click Add an adjustment invoice. Add a negative line item for the amount to write off. Map the line item to your Bad Debt expense GL account to categorize the loss correctly.

c. Enter a memo documenting the write-off reason. Post the adjustment invoice to zero out the balance and record the expense in your general ledger.

⚠︎ Write-offs are processed via adjustment invoices, not a dedicated "Write Off" button on the AR screen. The adjustment invoice exports as a Credit Memo to your accounting software (QuickBooks, Intacct, Xero).

⚠︎ If the original invoice has already been exported, you cannot edit it directly — the adjustment invoice is the only correction path. Verify GL account mappings on your Bad Debt expense account before posting.

Create an adjustment invoice Invoicing process overview

Handle a bounced check

a. Locate the original payment in Accounting > Customer Payments using the customer name or invoice number. Confirm the check has been returned by your bank.

b. Use the automated refund workflow to reverse the payment — this ensures the correct accounting entries are created automatically. For the full walkthrough, see the Accounting process for bounced checks article linked below.

c. If the check was already exported to your accounting software, create an adjustment invoice to reverse the payment and restore the outstanding balance. Verify the reversal in your accounting software after export.

⚠︎ Bounced checks are common when collecting at the time of service. Establish a process to review returned items within 24 hours so the customer can be contacted promptly and the balance stays accurate.

Accounting process for bounced checks: recommended workflow Set up automated refund workflow

Send payment reminders to customers

a. Go to Accounting > AR Management. Filter for overdue balances using the Min. Days Past Due filter and set the Statement Type.

b. Select the customers you want to remind. Click the Actions dropdown and select Email Statements. Review the email template and recipient addresses in the flyout.

c. Preview the statement, customize the subject or body if needed, then click Send to email the statements to the selected customers.

⚠︎ To send payment reminders, use customer statements from AR Management. For SMS-based payment collection messaging, configure Marketing Pro campaigns. Statement email delivery requires the "View/Email Customer Statements" permission to be enabled for your user role.

Send customer statements Bulk charge customers

Troubleshoot Collection Issues

Troubleshoot: AR balance doesn't match the general ledger

a. Run the AR Transactions report (Reports > All Reports > search "AR Transactions") and compare the total to the Accounts Receivable balance on your Balance Sheet in your accounting software for the same date. For details on available AR report variants, see the AR Transactions report article linked below.

b. Check for unposted invoices or payments. Go to Accounting > Batch/Export Transactions and post any pending batches — unposted transactions are the most common cause of mismatches. For a walkthrough of the batch lifecycle, see the Batch, post, and export transactions article linked below.

c. Look for manual journal entries posted directly to the AR account. These bypass the sub-ledger and create discrepancies. Reverse any incorrect entries and rebook them through the proper workflow (invoice or adjustment invoice). For adjustment invoice steps, see the Create an adjustment invoice article linked below.

⚠︎ "Exported" does not mean fully synced to your accounting system. If the external system rejected a record, the individual record's sync status may show an error even though the batch itself shows "Exported." Always check per-record sync status when troubleshooting GL mismatches.

⚠︎ Auto-batching can interfere with manual batch management. If auto-batching is enabled, invoices may be auto-batched within seconds of creation. When you need to manage batches manually, temporarily disable auto-batching at Settings > Accounting > Journal Entries and Auto-Batching to prevent conflicts.

AR Management Tool Guide: recommended workflow AR Transactions report Batch, post, and export transactions

Troubleshoot: Refund won't process

a. Verify the original payment has fully settled — not just authorized. If the payment hasn't settled yet, you'll need to void it rather than issue a refund. Check the payment status on the invoice record to confirm.

b. Confirm your payment processor connection is active. Go to Settings > Integrations > Payment Processing and verify the connection status. If the connection shows an error, re-authenticate or contact your payment processor. For more detail, see the Payment processing landing page linked below.

c. If the credit card on file has expired or been replaced, you cannot refund to that card. Instead, issue the refund through an alternative method — such as a check — or apply a credit to the customer's account using an adjustment invoice. See the Refund adjustment invoice article for the full workflow, or use the automated refund workflow to let ServiceTitan guide you through the correct accounting steps.

⚠︎ ACH refunds take 3–5 business days to settle. If a customer reports a missing ACH refund within that window, the refund may still be in transit. Verify the payment status on the invoice before issuing a duplicate refund.

Create a refund adjustment invoice and issue a refund How to void or cancel an invoice Set up automated refund workflow

Troubleshoot: Credit hold isn't preventing bookings

a. Understand that Credit Hold is a tag-based visual alert, not a system block. Confirm the "Credit Hold" tag is applied to the customer record and configured to Show on Dispatch Board.

b. Verify the CSR is seeing the red banner on the booking screen when pulling up the customer. If not, confirm the tag is active and applied to the correct customer record (not just a note in the memo field).

c. Since the system does not physically disable the "Book Job" button, enforcement depends on your team's process. CSRs should transfer calls from delinquent customers to Accounts Receivable when the credit hold banner appears. Consider reviewing role permissions under Settings > People > Roles if you need to restrict which users can override AR policies.

⚠︎ Credit Hold is an alert, not a system block. ServiceTitan does not disable the ability to book a job for a customer with a credit hold tag. Consistent enforcement depends on your team following an established collections process.

Manage tags Understand the Transaction Hub

Measure the impact

COLLECTION POINT

% of jobs paid at point of service

A declining rate signals gaps in on-site payment collection or missing payment tools on the truck.

Reports > All Reports > search "Jobs without Payments" ↗

AGING

Total AR outstanding

A growing total signals collection slowdowns or follow-up gaps.

Accounting > AR Management ↗

COLLECTION SPEED

Days sales outstanding (DSO)