Troubleshooting
Role: Administrator · Accountant · Bookkeeper · CSRArea: Estimates, Payments · All versions
Where you see it: Customer record > the estimate, where the down payment shows as a credit.
Where you fix it: Customer record > the invoice linked to the estimate > Payments.
What you're seeing
A customer paid a down payment (deposit) on an estimate, and you need to return only part of that money — a specific credit amount — rather than the full deposit. The down payment currently sits as a credit on the customer's account.
Why this happens
Reason 1
The down payment is held as a credit through the payment on the linked invoice.
When a customer pays a down payment on an estimate, the money is held as a credit on their account through the payment on the invoice linked to that estimate. To return only a portion, you refund that payment directly and set the amount you want to give back, so any remaining credit stays on the account.
Before you start
You need Accounting permission to process refunds in ServiceTitan. If you don't have it, contact your admin.
You can refund the down payment whether it is still an unapplied credit on the customer's account or has been applied to the invoice linked to the estimate. You can refund up to the amount of the original payment.
How to fix it
1Refund the payment on the linked invoice for the amount you want to return
Search for the customer's estimate and open it.
Locate the invoice linked to the estimate.
On the invoice, find the payment you want to refund.
Click Refund on the payment, enter the amount you want to return (the credit amount, not the full deposit), and follow the prompts.
Confirm the refund.
Go back to the customer's account and check that the refund is reflected.
✓ Done · The credit on the customer's account is reduced by the amount you refunded, and any remaining credit stays on the account.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The customer name and estimate number
The invoice number linked to the estimate and the payment you tried to refund
The amount you wanted to refund vs. the full deposit amount
Any error message you saw, quoted exactly
Which steps from this article you already tried
Want to learn more?
Refund won't process or the Refund option is missing ›
Troubleshoot a refund that won't go through or a missing Refund option.
Collect payment in online estimates ›
Learn how down payments are collected on online estimates.