Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Invoicing, Payments · All versions
Before you start
You need Edit invoice and Add adjustment invoice permissions to edit invoices and create adjustment invoices. If you don't have them, contact your admin.
Check the payment's Export Status on the invoice before you start. The export status decides which path below you follow.
What you're seeing
A check payment was entered on the wrong invoice, for the wrong amount, or against the wrong customer, and it needs to be removed or reversed.
The payment may still be open in ServiceTitan, or it may already have been exported to your accounting software.
This can affect a single payment on one invoice, or a payment that was applied across more than one invoice.
Why this happens
There are 2 common reasons.
Reason 1
The payment hasn't been exported yet.
When a check payment is still open and not exported, you can remove or correct it directly on the invoice.
Reason 2
The payment has already been exported.
Once a payment exports to your accounting software, the invoice is locked. You can't edit it directly — you correct the balance with an adjustment invoice and an offsetting negative payment instead.
How to fix it
Run these checks in order. Most issues are resolved by Check 1.
1The payment hasn't been exported yet
Use this if the payment's Export Status shows it is not yet exported.
Use Search to find the invoice the payment is connected to, and open it.
On the invoice screen, look at the Export Status of the payment and confirm it is not exported.
Remove or correct the payment directly on the invoice.
✓ Done · The incorrect payment no longer appears on the invoice, and the invoice balance reflects the correct amount.
2The payment has already been exported
Use this if the payment's Export Status shows it has already been exported.
Use Search to find the invoice the payment is connected to, and open it.
Confirm the payment's Export Status shows it is already exported.
Create an adjustment invoice.
On the adjustment invoice, create a negative payment equal to the amount of the incorrect payment, and save it.
Check the invoice balance. If a balance remains, remove the tasks depending on what you want the invoice to reflect.
Export the adjustment invoice.
✓ Done · The original invoice balance is corrected, and the adjustment invoice exports to your accounting software as a journal entry that lines up with your books.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The customer name and invoice number(s)
The payment amount and its current Export Status
What the invoice balance shows now versus what it should be
Whether the Automated Refund Workflow is enabled on your tenant
Which checks from this article you already tried
Want to learn more?
Create an adjustment invoice ›
Steps for creating an adjustment invoice.
Customer's check payment returned for non-sufficient funds (NSF) ›
Handling a check returned for NSF.
Returned or NSF check payment needs to be reversed on an invoice ›
Reversing a returned or NSF check payment on an invoice.