Troubleshooting
Role: Administrator · Accountant · BookkeeperArea: Accounting, Payments, Invoicing · All versions
Before you start
You need Pricebook permissions to edit Pricebook tasks, create adjustment invoices, and collect and apply payments. If you don't have it, contact your admin.
What you're seeing
You try to refund a payment and either get an error, or ServiceTitan doesn't show a Refund option at all. The block can happen on a posted invoice, on a payment that was already exported, or on an unapplied or online payment. In some cases the refund was handled outside ServiceTitan and you need a way to record it on the invoice.
Why this happens
There are 5 common reasons.
Reason 1
The refund task is marked Taxable.
The refund task on the invoice is marked Taxable, which can stop the refund record from being created.
Reason 2
The payment was already exported.
Because the payment was already exported, the Refund option no longer appears.
Reason 3
The payment is unapplied (often an online payment).
When the payment is unapplied — which often happens with online payments — the Refund option isn't available on the invoice.
Reason 4
The refund was processed outside ServiceTitan.
The refund was processed outside ServiceTitan (not through the Payment Gateway) and needs to be recorded manually.
Reason 5
A specific error message appears during processing.
A specific error message appears during processing, such as "We were unable to complete the refund." or "Incorrect refund amount of <xx>: greater than available payment amount <xx>".
How to fix it
Run these checks in order. Most issues are resolved by Check 1.
1The refund task is marked Taxable
Use this if the refund fails with an error rather than the Refund option being missing.
Go to the Pricebook in ServiceTitan.
Find the refund task and check whether it's marked Taxable.
If it's marked taxable, clear the Taxable checkbox.
Save the task.
Issue the refund again.
Note: If the invoice is already posted, you may need to re-add the refund task for the change to take effect.
✓ Done · The refund processes without the error.
2If Check 1 didn't help, the payment was already exported
Use this if the Refund option is missing because the payment has already been exported.
Search for and go to the customer's profile.
Find an existing invoice for the same customer.
Follow the steps in Create an adjustment invoice to apply credit or collect payment.
Process the refund for the now-applied credit.
Apply a negative payment to the invoice to bring the balance back to zero.
✓ Done · The exported payment is refunded and the balance returns to zero.
3If Check 2 didn't help, the payment is unapplied (often online)
Use this if the payment is unapplied, which is common with online payments.
Search for and go to the invoice, then create an adjustment invoice.
On the adjustment invoice, add a placeholder task equal to the amount you want to refund. Make sure Taxable is not selected.
Go to the customer profile and click More > Collect Payment.
On the Collect and Apply Payments screen, apply the available credit to the adjustment invoice, then click Save.
Go back to the adjustment invoice and delete the placeholder task.
On the same adjustment invoice, click Collect and apply payment, enter the refund amount as a negative value (for example, "-$100.00"), and select a Payment Type of Refund.
Click Save.
✓ Done · The unapplied payment is refunded and the invoice balance is correct.
4If Check 3 didn't help, record a refund handled outside ServiceTitan
Use this if the refund was already processed outside ServiceTitan and you only need to record it on the invoice.
Search for and go to the invoice that includes the payment you need to refund.
Go to the payment, click the Refund icon, and confirm the payment hasn't already been voided or refunded through the Payment Gateway.
Add an adjustment invoice to reflect the refund.
On the adjustment invoice, add a payment, select Refund as the payment type, enter the amount as a negative value equal to the refund, and click Save.
Check the invoice balance.
If you need to reverse the revenue, delete the task on the invoice. If the invoice was already exported, instead add the same task on the adjustment invoice with a negative quantity of 1.
Repeat these steps for each additional invoice or overpayment that needs a refund reflected.
Note: The refund shows as a negative payment in the Payments section of the invoice.
✓ Done · The refund is reflected on the invoice and the balance is correct.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The customer name and invoice number
The payment amount and the exact error message (if any)
Whether the payment was a credit card, check, ACH, or online payment, and whether it was already exported
Whether your tenant has the Automated Refund Workflow enabled
Which checks from this article you already tried
Want to learn more?
How to void a refund in ServiceTitan ›
Reverse a refund that was issued in error before it's exported or settled.
Resolve automated refund errors ›
Troubleshoot errors that appear when the Automated Refund Workflow generates the negative payment and adjustment invoice for you.
Set up the Automated Refund Workflow ›
Enable and configure automatic refunds so ServiceTitan handles the negative payment and adjustment invoice instead of the manual steps above.