Invoice shows negative balance after refund adjustment invoice deleted

 Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Accounting, Invoicing, Automated Refund Workflow · All product versions

Reason 1

The offsetting refund adjustment invoice was deleted.

When the automated refund workflow processes a refund, it creates a refund adjustment invoice that offsets the refund so the original invoice nets to $0. If that invoice is deleted, the offsetting entry is gone and the original invoice is left with a negative balance.

1If your tenant uses the Automated Refund Workflow (recommended)

Use this if the Automated Refund Workflow is enabled on your tenant. Because the refund adjustment invoice was deleted, re-run the refund from the original invoice instead of trying to repair the deleted one.

1. Search for and open the original invoice that shows the negative balance.

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

3. Under Refund Method, select the option to process the refund outside of ServiceTitan. This records the refund on the invoice without sending money back to the customer.

4. Confirm the refund details and complete the process.

5. If a negative balance remains, check whether a negative task was automatically added to the refund invoice. If so, remove it, then confirm the original invoice carries a matching positive task for the refund amount.

Note: Do not edit the refund invoice that the Automated Refund Workflow creates. Editing it can throw off the totals on the original invoice. If the refund needs to be corrected, re-run the workflow instead.

✓ Done · The original invoice balance returns to $0 and the refund is recorded correctly, without money being sent to the customer a second time.

2If your tenant does not use the Automated Refund Workflow (legacy manual method)

Use this method only if the Automated Refund Workflow is not enabled on your tenant. The starting point depends on whether the refund adjustment invoice still exists.

If the refund adjustment invoice still exists:

1. Open the refund adjustment invoice and delete any negative tasks and negative payments on it to clear its balance.

2. Add the cleared refund adjustment invoice to a batch. This prepares it for further adjustments.

3. Create a new adjustment invoice to record the refund correctly.

4. On the new adjustment invoice, add a negative payment for the refund amount and set the payment type to Refund. For example, if the refund was $805, enter -$805 as a refund.

5. Add a negative task to the new adjustment invoice that matches the refund amount. This shows the work was not performed and the refund is valid.

If the refund adjustment invoice was deleted:

1. Open the original invoice that shows the negative balance.

2. Create a new adjustment invoice to record the refund correctly.

3. On the new adjustment invoice, add a negative payment for the refund amount and set the payment type to Refund. For example, if the refund was $805, enter -$805 as a refund.

4. Add a negative task to the new adjustment invoice that matches the refund amount. This shows the work was not performed and the refund is valid.

✓ Done · The original invoice balance returns to $0, and the new adjustment invoice reflects the refund correctly.

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

• The customer name and the affected invoice number

• The refund amount and the date it was processed

• Which refund adjustment invoice was deleted, and whether your tenant uses the Automated Refund Workflow

• Screenshots of the original invoice balance and both adjustment invoices

• Which steps from this article you already tried