How do I convert a negative balance to a credit?

Problem

You have a customer who overpaid on an invoice. ServiceTitan shows this as a negative balance. How can you turn this into credit for future use?

Solution

Follow the workflows outlined below.

Unapply the payment on the invoice

1. Search for and go to the invoice where the overpayment occurred.

2. On the invoice record, find the overpayment in the Payments section and click unapply.

3. This places the entire payment balance as a credit on the customer profile.

Re-apply the payment on the invoice

1. On the same invoice record, click Collect and apply payment.

2. On the Collect and Apply Payments screen that opens, select Credits.

3. Select the payment you unapplied earlier.

4. Select Apply to invoice.

5. Select the invoice you want to apply the payment to.

6. Under the Amount Applied column for that invoice, enter the amount you want to apply.

7. When finished, click Save.

8. The remaining balance on the overpayment will be stored as credit in the customer profile.

If payment is already exported

If the customer payment has already been exported, you can create add credit to the customer profile for the amount overpaid. For more, see How to add a credit to a customer profile.