Troubleshooting
Role: Administrator · Accountant · Bookkeeper · CSRArea: Accounting — Refunds & Corrections · All product versions
What you're seeing
You issued a refund — or started to — and now you need to undo it, either by reversing it completely or by keeping the money on the customer's account as a credit. ServiceTitan has no direct button to void or cancel a refund once the refund record exists. This can affect a refund you just created, or one that has already been exported to your accounting system.
Why this happens
ServiceTitan doesn't include a one-click way to void or cancel a refund. The correct path depends on whether the refund has been exported to your accounting system and whether you want to reverse it completely or keep the money as a credit.
There are 3 common reasons.
Reason 1
The refund hasn't been exported yet.
The refund record can still be deleted.
Reason 2
The refund has already been exported and you want to reverse it completely.
It can't be deleted — it has to be reversed in your payment portal and recorded in ServiceTitan with a refund adjustment invoice.
Reason 3
The refund has already been exported, but you'd rather keep the money as a credit.
You can keep the money on the customer's account as an available credit instead of returning it.
Before you start
You need Accounting permissions to edit refunds, create adjustment invoices, and collect Payments. If you don't have it, contact your admin.
To reverse a refund that has already been processed (Check 2), you need access to the payment portal where the original refund was processed.
Check whether the refund, its payment, and its invoice have already been exported to your accounting system — this determines which check applies.
How to fix it
Run these checks in order. Most issues are resolved by Check 1.
1Refund hasn't been exported yet (delete the refund)
Use this check only when both of these are true: the card or ACH refund has not been processed or settled at your payment gateway, and the refund has not been exported to your accounting system. If either one has happened, do not delete the refund — go to Check 2.
Confirm the refund has not been processed or settled at your payment gateway, and that the invoice, payment, and refund have not been exported to your accounting system.
Open the invoice or Customer Record tied to the refund.
Delete the refund. See Edit or delete a refund.
Caution: Deleting a refund removes the record in ServiceTitan only. It does not reverse a refund that has already been processed at your gateway. Deleting a settled refund desyncs your ServiceTitan records from your gateway and accounting system.
✓ Done · The refund record is removed and the payment returns to the customer's account as available credit, ready to apply to a future job.
2Refund already exported and you want to fully reverse it (void in your payment portal, then record it in ServiceTitan)
Go to your payment portal — the one where you processed the original refund.
Find the refund transaction you want to void.
Follow your payment portal's process to void the refund. Each portal has its own steps.
In ServiceTitan, search for and open the invoice or customer record tied to the refund.
Create a refund adjustment invoice. If you use the Automated Refund Workflow, follow Refund a payment applied to an invoice. If you don't, follow Create a refund adjustment invoice and issue a refund.
Enter the details of the voided refund so they match the voided transaction in your payment portal.
Click Save.
✓ Done · The voided refund is reflected in ServiceTitan and the invoice balance matches your payment portal.
3Refund already exported and you want to keep the money as a customer credit (add a payment to the customer profile)
Confirm the invoice, payment, and refund have already been exported.
Go to the customer's profile.
Add a payment for the amount of the credit. See Collect a payment.
✓ Done · The amount shows as available credit on the customer's profile, ready to apply to a future job.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The customer name and the invoice number
The refund amount and the date it was issued
Whether the refund, payment, and invoice have been exported to your accounting system
The payment portal you use and the result of any void attempt
Which checks from this article you already tried
Want to learn more?
Refund won't process or the Refund option is missing ›
Troubleshoot a refund that can't be started because processing fails or the Refund option isn't available.