Overview
This article covers the complete lifecycle of managing customer credits in ServiceTitan: adding credit, clearing or removing credit, converting a negative balance to credit, moving credit between customers, issuing credit without collecting payment, and generating credit documentation.
Who uses this feature
Administrators, office employees, managers, accountants, and bookkeepers
Applies to all business types
Applies to all trades
Feature configuration
Account configuration is required to use this feature. Please contact Technical Support for details.
The Payments permissions are required to use this feature. Please contact the account administrator on your team.
Add credit to a customer profile
Use this workflow when you need to add credit to a customer's profile for future use — for example, to correct a billing mistake from a previous period.
Search for and open the Customer Record you want to add a credit to.
On the customer profile, click More > Collect Payment.
On the Collect and Apply Payments screen, enter the details of the credit.
Select Apply to Customer Profile.
Depending on the payment type you selected, click Save or click Charge > Save without Charging.
The credit now appears on the customer's profile and can be applied to future invoices.
Clear credit from a customer profile
Use this workflow when credit needs to be removed from a customer's profile. For example, after a double charge, an incorrectly created payment, or a payment collected on the wrong customer.
On the adjustment invoice, add a placeholder task and set the amount to the credit amount that needs to be removed.
Go to the customer profile.
Click the More icon and select Collect Payment.
On the Collect and Apply Payments screen, apply the credit you want to remove to the adjustment invoice you created in step 1.
Go back to the adjustment invoice and add a payment with the same amount as the credit but negative. For example, if the amount was $25.00, enter -$25.00.
On the adjustment invoice, delete the placeholder task you added in step 2.
Save the adjustment invoice.
After completing these steps, the credit is removed from the customer's profile.
Clear credit when the payment has already been exported
Use this workflow when the payment is already exported and cannot be edited directly.
Unapply the payment so that the full amount goes to the customer's available credits.
On the original invoice, select Collect and apply payment and choose the credit. Apply only a partial amount.
On the adjustment invoice, add a task for the remaining amount. Adjust the pricing as needed to account for taxes.
Navigate back to the original invoice and select Collect and apply payment.
Apply the remaining credit to the adjustment invoice.
Note: If a customer makes a payment that should have created a credit for them, check if the payment was fully applied or not.
Convert a negative balance to credit
Use this workflow when a customer overpaid on an invoice and ServiceTitan shows a negative balance that you want to convert into available credit for future use.
Step 1 — Unapply the payment on the invoice
Search for and go to the invoice where the overpayment occurred.
On the invoice record, find the overpayment in the Payments section and click unapply.
This places the entire payment balance as a credit on the customer profile.
Step 2 — Re-apply the correct portion to the invoice
On the same invoice record, click Collect and apply payment.
On the Collect and Apply Payments screen, select Credits.
Select the payment you unapplied earlier.
Select Apply to invoice.
Select the invoice you want to apply the payment to.
Under the Amount Applied column, enter the amount you want to apply.
Click Save.
The remaining balance from the overpayment is stored as credit on the customer profile.
Note: If the payment has already been exported, you cannot unapply it. Instead, add credit to the customer profile for the overpaid amount using the Add credit to a customer profile workflow above.
Move credit to a different customer profile
Use this workflow when credit was added to the wrong customer and needs to be transferred to a different customer.
Create an invoice for customer 1.
On the invoice, click Add an adjustment invoice.
On the adjustment invoice, create a temporary task for the credit amount.
Go back to the invoice from step 1 and click Collect and apply payment.
Select the credit that was incorrectly added and apply it to the adjustment invoice from step 2.
Go back to the adjustment invoice and add a negative payment for the credit amount. You should now have one positive payment and one negative payment on the adjustment invoice.
Delete the temporary task you created in step 3. This removes the credit from customer 1.
Go to the customer profile for customer 2 and add a payment for the correct amount.
If the payment is by credit card, click the down arrow on Charge and select Save without charging.
If the payment is by cash or check, click Save.
Note: Using Save without Charging prevents you from double charging the customer.
Issue credit without receiving payment
Use this workflow when you need to issue credit to a customer without collecting an actual payment — for example, after granting a discount.
Create a payment type to use when issuing credit after a discount. You can label it Credit Issued.
Note: Set this payment type to export as Journal Entry so the credit gets exported to QuickBooks correctly.
Go to the customer profile and collect a payment.
On the Collect and Apply Payments screen, select the payment type you created in step 1 and enter the credit amount.
Select Apply to Customer Profile.
Click Save.
Generate a credit statement for a customer
Use this workflow when you need to provide a customer with documentation showing their available credit.
Search for and go to the customer profile.
On the customer record, click the More icon and select Statement Actions > Print Statement.
The statement shows unapplied credit at the bottom of the page, along with the date the credit was added.
Print the document or select Email Statement to send it to the customer by email.