--- title: "Refund an unapplied payment or customer credit" slug: "refund-an-unapplied-payment-or-customer-credit" updated: 2026-07-11T16:24:38Z published: 2026-07-11T16:24:38Z canonical: "help.servicetitan.com/refund-an-unapplied-payment-or-customer-credit" stale: true --- > ## 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 an unapplied payment or customer credit ## Overview ## You can use the automated refund workflow to refund unapplied payments or customer credit. ServiceTitan’s [automated refund workflow](/v1/docs/set-up-automated-refund-workflow) simplifies creating and processing refunds. Not only is it more efficient, automated refunds ensure General Ledger (GL) accounting is correct. --- ### #### Who uses this feature - Administrators, office employees, managers, accountants, and bookkeepers - Applies to all business types - Applies to all trades #### Feature configuration - Account configuration is required to use this feature. Please contact [Technical Support](http://go.servicetitan.com/ask) for details. - The *Create payment refund* permission is required to use this feature. Please contact the account administrator on your team. ## Things to know - This workflow only applies to payments not yet exported. - Refunds can be for the full or partial invoice amount. - You can choose the refund method: check, credit card, or ACH. - You must have the [Automated Refund Workflow](/v1/docs/set-up-automated-refund-workflow) enabled to perform this workflow. ## Best practices - As you’re creating a refund, hover over the **Info ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-info.png?sv=2026-02-06&spr=https&st=2026-10-12T22%3A13%3A48Z&se=2026-10-12T23%3A13%3A48Z&sr=c&sp=r&sig=hjk8pQono1vWVTdzos%2Bn2qs18lzzo6EfJrZsuotIz%2Bo%3D)** icons for additional details. - Use default options when you set up refunds to ensure accounting entries are handled correctly. ## Use cases Common reasons for creating a refund: - Job was not performed to customer’s satisfaction - Incorrect amount was charged to the customer - Job was canceled - Customer has a credit balance - Customer overpaid - You need to refund a deposit or partial payment for an incomplete job ## Refund unapplied payment You can refund a payment that has not been applied to an invoice: 1. [Search for](/v1/docs/use-search-in-servicetitan) and open the Customer Record you want to refund. 2. Go to the *Payments* section and find the unapplied payment. ![Payment details for customer Dai Hao, highlighting unpaid payment status.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/refund-an-unapplied-payment-or-customer-credit-image-y38grtlk.png?sv=2026-02-06&spr=https&st=2026-10-12T22%3A13%3A48Z&se=2026-10-12T23%3A13%3A48Z&sr=c&sp=r&sig=hjk8pQono1vWVTdzos%2Bn2qs18lzzo6EfJrZsuotIz%2Bo%3D) 3. Click **Actions ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-vert.png?sv=2026-02-06&spr=https&st=2026-10-12T22%3A13%3A48Z&se=2026-10-12T23%3A13%3A48Z&sr=c&sp=r&sig=hjk8pQono1vWVTdzos%2Bn2qs18lzzo6EfJrZsuotIz%2Bo%3D)** and then select **Refund Payment**. ![Dropdown menu showing options to edit, refund, or delete a payment action.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/refund-an-unapplied-payment-or-customer-credit-image-5w8depee.png?sv=2026-02-06&spr=https&st=2026-10-12T22%3A13%3A48Z&se=2026-10-12T23%3A13%3A48Z&sr=c&sp=r&sig=hjk8pQono1vWVTdzos%2Bn2qs18lzzo6EfJrZsuotIz%2Bo%3D) 4. Enter **Refund Information**: 1. Select **Refund Reason**. ![Refund information form with options for refund reasons including deposit on cancelled job.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/refund-an-unapplied-payment-or-customer-credit-image-5hxk6qgv.png?sv=2026-02-06&spr=https&st=2026-10-12T22%3A13%3A48Z&se=2026-10-12T23%3A13%3A48Z&sr=c&sp=r&sig=hjk8pQono1vWVTdzos%2Bn2qs18lzzo6EfJrZsuotIz%2Bo%3D) > [!NOTE] > **Note:** If you can’t find an applicable refund reason, select **Other** and enter a reason. The reason will display in your [payment report](/v1/docs/all-payments-report). 2. Enter a dollar or percentage **Refund Amount**. > [!NOTE] > **Note:** You can only refund up to the amount of an unapplied payment. ![Refund amount of $160.00 displayed from a total of $650.00.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/refund-an-unapplied-payment-or-customer-credit-image-ufhm1bn5.png?sv=2026-02-06&spr=https&st=2026-10-12T22%3A13%3A48Z&se=2026-10-12T23%3A13%3A48Z&sr=c&sp=r&sig=hjk8pQono1vWVTdzos%2Bn2qs18lzzo6EfJrZsuotIz%2Bo%3D) > [!NOTE] > **Note:** Depending on the taxable status of the refund, a portion of the refund is allocated to tax. If you mark the refund tax as nontaxable, tax does not affect the refund. 3. Select a **Refund Method**. ![Options for refund methods including check and credit card processing outside ServiceTitan.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/refund-an-unapplied-payment-or-customer-credit-image-j0kkm1dx.png?sv=2026-02-06&spr=https&st=2026-10-12T22%3A13%3A48Z&se=2026-10-12T23%3A13%3A48Z&sr=c&sp=r&sig=hjk8pQono1vWVTdzos%2Bn2qs18lzzo6EfJrZsuotIz%2Bo%3D) 5. When finished, click **Save**. 6. Review *Refund Record* for accuracy. ![Refund information detailing deposit, refund amount, and processing instructions for credit card.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/refund-an-unapplied-payment-or-customer-credit-image-htn1poig.png?sv=2026-02-06&spr=https&st=2026-10-12T22%3A13%3A48Z&se=2026-10-12T23%3A13%3A48Z&sr=c&sp=r&sig=hjk8pQono1vWVTdzos%2Bn2qs18lzzo6EfJrZsuotIz%2Bo%3D) > [!NOTE] > **Note:** Click **Advanced Options** to add a memo for the refund record or to edit the refund date. 7. Click **Save**. 8. Click **Process Refund**. ![Refund details including amounts and processing instructions for a cancelled job.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/refund-an-unapplied-payment-or-customer-credit-image-ij6hyq7h.png?sv=2026-02-06&spr=https&st=2026-10-12T22%3A13%3A48Z&se=2026-10-12T23%3A13%3A48Z&sr=c&sp=r&sig=hjk8pQono1vWVTdzos%2Bn2qs18lzzo6EfJrZsuotIz%2Bo%3D) 9. A confirmation message appears notifying you the payment was successfully refunded. ![Notification confirming successful payment refund with adjustment invoice details provided.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/refund-an-unapplied-payment-or-customer-credit-image-m6i3obav.png?sv=2026-02-06&spr=https&st=2026-10-12T22%3A13%3A48Z&se=2026-10-12T23%3A13%3A48Z&sr=c&sp=r&sig=hjk8pQono1vWVTdzos%2Bn2qs18lzzo6EfJrZsuotIz%2Bo%3D) ## Want to learn more? - Visit ServiceTitan Academy to enroll in [Payment Collections Feature: Setting Up & Implementing the Automated Refunds Workflow](https://servicetitan.docebosaas.com/academy/learn/courses/317/Payment-Collections-Feature-Setting-Up-&-Implementing-the-Automated-Refunds-Workflow) - See [Apply available credit to an invoice](/v1/docs/apply-credit-or-payment-to-an-invoice) - See [Edit or delete payments on invoices](/v1/docs/edit-or-delete-payments-on-invoices) - See [Edit or delete a refund](/v1/docs/edit-or-delete-a-refund) The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history. **What it does:** Serves as the single source of truth for all customer interactions, history, and financial data. **Also called:** Customer account, Client record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)