---
title: "Refunds don't change the invoice balance after exporting to QuickBooks Online"
slug: "refunds-not-changing-invoice-balance-after-exporting-to-qbo"
updated: 2026-07-20T23:47:39Z
published: 2026-07-20T23:47:39Z
canonical: "help.servicetitan.com/refunds-not-changing-invoice-balance-after-exporting-to-qbo"
---

> ## 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.

# Refunds don't change the invoice balance after exporting to QuickBooks Online

![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/anvil-wrench.png?sv=2026-02-06&spr=https&st=2026-10-12T22%3A18%3A56Z&se=2026-10-12T23%3A18%3A56Z&sr=c&sp=r&sig=tDh81Oq1W424ua2gWNOKLhgvagIsuSLX7BUPHtvrykI%3D) Troubleshooting **Role:** Administrator · Bookkeeper · Office Admin · Accountant**Area:** QuickBooks Online integration · Refunds · Accounting · All versions

## **What you're seeing**

You exported a batch to QuickBooks Online that includes refunds, but the invoice in ServiceTitan still shows the same balance. The refund didn't clear or change the balance on its own, so payments need to be applied manually.

**Where you see it:** Invoice in ServiceTitan (balance unchanged) · **Where you fix it:** ServiceTitan payments, then QuickBooks Online

## **Why this happens**

**Reason 1**

**Refunds aren't applied to invoices automatically.** Refunds don't automatically apply to invoices in QuickBooks Online, so they must be entered manually. An exported invoice's balance in ServiceTitan won't update on its own and has to be reconciled manually.

## **How to fix it**

> [!NOTE]
> **Caution:** Before you start — negative payments can only be applied to Adjustment Invoices.

### **1****Apply the payment manually in ServiceTitan, then record the refund in QuickBooks Online**

1. In ServiceTitan, apply a **positive** or **negative payment** to the invoice to change the balance. (Negative payments can only be applied to **Adjustment Invoices**.)
2. Bypass the payments.
3. In QuickBooks Online, find the exported invoice.
4. Manually record the refund and save your changes.

> [!NOTE]
> **✓ Done ·** The invoice balance reflects the refund in both ServiceTitan and QuickBooks Online.

> [!NOTE]
> **Note:** For more on the refund process in QuickBooks Online, see Intuit's help article on [**customer refunds and credits**](https://quickbooks.intuit.com/learn-support/en-us/help-article/customer-refunds-credits/record-customer-refund-quickbooks-online/L5PbCkJk8_US_en_US?uid=lhjk410l).

## **Still not working?**

Contact ServiceTitan Technical Support at [**go.servicetitan.com/ask**](https://go.servicetitan.com/ask) with:

- The invoice number(s) and the customer name
- The batch number that included the refunds
- The refund amount and what the balance currently shows in ServiceTitan vs. QuickBooks Online
- Which steps from this article you already tried

## **Want to learn more?**

[**Retainage amount is wrong on an exported project invoice ›**](https://help.servicetitan.com/docs/correct-the-retainage-amount-on-an-invoice-for-a-project) Correct the retainage amount on an exported project invoice.