--- title: "Refund won't process or the Refund option is missing" slug: "how-to-resolve-error-when-issuing-refund-in-servicetitan" updated: 2026-10-15T02:10:07Z published: 2026-10-15T02:10:07Z canonical: "help.servicetitan.com/how-to-resolve-error-when-issuing-refund-in-servicetitan" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Refund won't process or the Refund option is missing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/anvil-wrench.png?sv=2026-02-06&spr=https&st=2026-10-16T12%3A24%3A15Z&se=2026-10-16T13%3A24%3A15Z&sr=c&sp=r&sig=lkrKJ1qX8O8AS%2Fsr9XXz40QBzmGZsl%2FlutshTmZR%2B4Y%3D) Troubleshooting **Role:** Administrator · Accountant · Bookkeeper**Area:** 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 : greater than available payment amount ". ## **How to fix it** Run these checks in order. Most issues are resolved by Check 1. ### **1****The refund task is marked Taxable** Use this if the refund fails with an error rather than the Refund option being missing. 1. Go to the **Pricebook** in ServiceTitan. 2. Find the refund task and check whether it's marked **Taxable**. 3. If it's marked taxable, clear the **Taxable** checkbox. 4. Save the task. 5. Issue the refund again. > [!NOTE] > **Note:** If the invoice is already posted, you may need to re-add the refund task for the change to take effect. > [!NOTE] > **✓ Done ·** The refund processes without the error. ### **2****If 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. 1. Search for and go to the customer's profile. 2. Find an existing invoice for the same customer. 3. Follow the steps in [**Create an adjustment invoice**](https://help.servicetitan.com/docs/create-an-adjustment-invoice) to apply credit or collect payment. 4. Process the refund for the now-applied credit. 5. Apply a negative payment to the invoice to bring the balance back to zero. > [!NOTE] > **✓ Done ·** The exported payment is refunded and the balance returns to zero. ### **3****If Check 2 didn't help, the payment is unapplied (often online)** Use this if the payment is unapplied, which is common with online payments. 1. Search for and go to the invoice, then create an adjustment invoice. 2. On the adjustment invoice, add a placeholder task equal to the amount you want to refund. Make sure **Taxable** is not selected. 3. Go to the customer profile and click **More > Collect Payment**. 4. On the **Collect and Apply Payments** screen, apply the available credit to the adjustment invoice, then click **Save**. 5. Go back to the adjustment invoice and delete the placeholder task. 6. 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**. 7. Click **Save**. > [!NOTE] > **✓ Done ·** The unapplied payment is refunded and the invoice balance is correct. ### **4****If 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. 1. Search for and go to the invoice that includes the payment you need to refund. 2. Go to the payment, click the **Refund** icon, and confirm the payment hasn't already been voided or refunded through the Payment Gateway. 3. Add an adjustment invoice to reflect the refund. 4. 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**. 5. Check the invoice balance. 6. 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. 7. Repeat these steps for each additional invoice or overpayment that needs a refund reflected. > [!NOTE] > **Note:** The refund shows as a negative payment in the **Payments** section of the invoice. > [!NOTE] > **✓ 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**](https://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 ›**](https://help.servicetitan.com/docs/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 ›**](https://help.servicetitan.com/docs/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 ›**](https://help.servicetitan.com/docs/set-up-automated-refund-workflow) Enable and configure automatic refunds so ServiceTitan handles the negative payment and adjustment invoice instead of the manual steps above.