Problem
You need to move a portion of the customer's payment to the customer profile as credit but it's not showing on their profile.
Solution
Go to the customer profile in ServiceTitan.
On the customer profile, click More > Collect Payment. This opens the Collect and Apply Payments screen where you can manage payments and credits.
Find the payment you want to adjust and click the invoice number to go to the invoice record where the payment was applied.
If the payment fully covers an invoice but needs to be partially credited back, create an adjustment invoice to adjust the invoice balance.
On the invoice record, unapply the payment. Doing this moves the whole amount to available credit.
On the invoice record, click Collect and apply payment and apply the necessary amount of the credit back to the invoice.
The remaining amount will stay as a credit in the customer's profile. You can use this credit for future invoices or services.
Unapplying a payment turns it into available credit. You can then decide how much of this credit to apply to specific invoices. The rest stays as a credit for the customer. This process ensures that your accounts are accurate and reflects the customer's actual credit balance.
Note: If the payment was made during an accounting period that is now closed, reopen the accounting period first then unapply the payment.