Voided or failed credit card payment needs to be removed

 Troubleshooting
Role: Administrator · Accountant · BookkeeperArea: Accounting · Customer Payments · Transaction Hub · All versions

When a card payment is voided at the gateway or fails to process, ServiceTitan can still hold a payment record for it.

That leftover record stays on the customer's account until you delete it.

Before you start

• Confirm the payment was truly voided or failed before you remove it. Deleting removes the payment record from ServiceTitan. If you later find the card was actually charged, you can re-record the payment without charging the card again, but it's cleaner to confirm first.

• Refund vs. delete depends on whether the card transaction settled. If the transaction has already settled, issue a refund rather than deleting the record. If it was only approved and not yet settled, it can be voided. Whenever you void a transaction, create a refund adjustment invoice so the amount owed to the customer is recorded and your accounting stays in sync.

1. On the navigation bar, click Accounting.

2. In the side menu, click Customer Payments.

3. In the Customer Payments module, search for the payment you want to delete.

4. Next to that payment, click Actions > Delete Payment.

✓ Done · The voided or failed payment is removed and the customer's account balance is accurate.

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

• The customer name and payment amount

• The payment date and how it was taken (office or field)

• The payment status (voided, declined, failed, settled)

• Whether the payment was already exported to your accounting system

• Which steps from this article you already tried