Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Accounting, Invoicing, Payments · All versions
What you're seeing
A payment was collected on an Invoice but failed or was recorded in error. The payment appears applied to the invoice but the customer has not actually paid, or the payment needs to be reversed. You need to clear the failed payment from the invoice and resend the invoice to the customer with a payment link so they can pay again.
Why this happens
Reason 1
ServiceTitan does not automatically reverse a failed or incorrectly recorded payment.
The payment stays applied to the invoice until it is manually unapplied. To clear it, you create a matching negative entry that cancels out the original payment, which frees the invoice balance so a new payment link can be sent to the customer.
Note: This is a payment reversal, not a refund. No money is returned to the customer, because the failed payment never cleared. For that reason, the Automated Refund Workflow (ARW) does not apply here. ARW returns funds to a customer for a defined set of refund reasons (Customer Complaint, Billing Error, Overpayment, Deposit on Canceled Job); a failed or declined payment has no funds to return. Use the manual steps below to clear the failed payment.
How to fix it
Note: Before you start, you need access to the invoice and permission to create adjustment invoices and apply payments. If you don't have these permissions, contact your admin. These steps apply when the Automated Refund Workflow is not enabled on the tenant, or when the refund reason does not match an ARW scenario.
Run these checks in order. Most issues are resolved by the steps in Check 1.
1Clear the failed payment using an adjustment invoice
Use this if a payment is still applied to the invoice and needs to be reversed.
Go to an exported invoice for the same customer.
Add an adjustment invoice to that invoice.
In the adjustment invoice, add a placeholder task for the credit amount.
Note: You will delete this placeholder task in a later step.
Go back to the original invoice and click Collect and apply payments.
Select the credit (the failed payment) you want to remove from the customer profile.
Scroll down to the invoice list and select the adjustment invoice created in step 2.
Apply the credit to the adjustment invoice.
Open the adjustment invoice that contains the placeholder task.
Add a negative payment equal to the credit amount.
After the negative payment is added, delete the placeholder task created in step 3.
Confirm the adjustment invoice now shows both the credit amount and the negative payment. They should net to zero.
✓ Done · If the credit and the negative payment cancel out to zero, the failed payment has been cleared from the original invoice. The invoice balance is now restored and ready for resending.
2Resend the invoice with a payment link
Use this after the failed payment is cleared and the invoice balance is restored, so the customer can pay again.
After the failed payment is cleared and the invoice balance is restored, resend the invoice by email so the customer can pay again. The online payment link is included when your invoice email template is configured to carry it.
Search for and open the invoice you want to resend.
Click Email to open the Email Invoice page.
Review the email content.
When you are finished, click Send.
To confirm delivery, go to the job's History and check the email status (Sent, Opened, Dropped, or Bounced).
Note: When resending an invoice that carries the online payment link, make sure the business unit associated with the invoice is active. An inactive business unit is a common cause of an expired or missing payment link.
✓ Done · If the customer receives the invoice email with the payment link and can complete payment, the issue is resolved.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The invoice number and customer name
The payment ID and original payment amount
The adjustment invoice number created during troubleshooting
Which checks from this article you already tried and what you observed
Want to learn more?
Create an adjustment invoice ›
How to create and use an adjustment invoice.
Refund payment applied to an invoice ›
How to refund a payment applied to an invoice.
Print, email, and download customer invoices ›
How to print, email, and download customer invoices.