Send customer statements

Overview

View, print, and email statements to customers directly from ServiceTitan. This helps you collect payments for outstanding invoices for work performed.

A customer statement includes a summary of previous invoices and totals billed to that customer. Statements include:

• As Of Date: Shows transactions as of a certain date, which allows you to generate a list of outstanding transactions, such as transactions not paid or not fully paid, as of that date.

• Balance Forward: Shows transactions within a specified time period and a balance forward amount, which is carried over from previous transactions not included in the specified time period. For more, see Send balance forward statements.

Things to know

• You can customize the template used to email statements.

• You can change or remove invoice details on the statement, specifically, technician names if invoices haven't been exported or are editable in ServiceTitan.

• To see which invoices have already been sent to a customer, go to the navigation bar and select Accounting > Invoices and use the filter function to filter the invoices by status and customer.

• Statements cannot be sent separately by business unit through the Customer Record. You can send invoices in bulk and grouped by business unit, using the Invoices module in the Transaction Hub. Filter the invoices by business unit and select the invoices you want to send. For more, see Bulk Invoice actions.

• An invoice on a job in progress will appear on the statement if a payment was collected for that invoice.

Use cases

For example, you have several jobs for one customer. You can send them a statement summarizing their account rather than having to send them multiple invoices.

Set up permissions

Before you begin working with customer statements in ServiceTitan, ask your system administrator to set the appropriate permissions for individuals or permissions for roles.

Limit how frequently you can send customer statements in bulk

If you send customer statements in bulk, you can specify the number of weeks that must wait between sending email and print statements in bulk. This helps ensure you don’t send statements to the same customers too often. The frequency appears on the Accounting > AR Management screen so you can filter statements and control which statements to send.

1. Go to the navigation bar and click Settings .

2. In the side panel, go to Invoicing > Customer Statement.

3. Enter the number of weeks in the Statement Send Frequency field.

4. When you're finished, click Save.

View and print customer statements

1. Search for and open the customer or location record for which you want to view or print a statement.

   Note: If a customer prefers to receive statements by email, mail, or both, their preference appears near the top of the statement.

2. If you’re looking at a customer record, go to the Balance Due section and click Print . You can also click More  > Statement Actions > Print Statement.
   
   If you’re looking at a location record, click More > Print Statement.
   The customer statement opens in a new browser tab.

3. Use the print option on your browser to print the statement.

Email customer statements

1. Search for and open the customer or location record for which you want to email a statement.

   Note: If a customer prefers to receive statements by email, mail, or both, their preference appears near the top of the statement.

2. If you’re looking at a customer record, go to the Balance Due section and click Mail . You can also click More > Statement Actions > Email Statement.
   
   If you’re looking at a location record, click More > Email Statement.
   The Email Statement screen opens.

3. In the From field, enter the sender's name.        

   Note: You can only use custom From and Reply-To addresses on no-reply emails if the domain is approved. If it isn't, ServiceTitan replaces them with a standard no-reply address, such as noreply@onservicetitan.com or auto-noreply@onservicetitan.com.

4. In the Sender email field, enter the sender's email address.

5. In the New email address field, select the customer's email address that's on file or enter a different one.

   Tip: To add the new email address to the customer profile, select Save to customer record.

6. If you want to, edit the Subject and Body of the email.

7. When you’re finished, click Send. The statement is attached to the email as a PDF.

Note: Any statements that aren't emailed successfully show as Not Sent in the Last Emailed column, or if previously sent, they retain the date they were last emailed. This error is primarily caused by invalid email addresses. Please verify that the email addresses for those accounts are set up properly and contact Technical Support if issues persist.

Email or print statements in bulk from AR Management

1. Go to the navigation bar and click Accounting.

2. In the side menu, click AR Management. A table displays a list of customers with outstanding balances.

3. Click the Statement Type dropdown and select As Of Date.

   Note: You can also select Balance Forward. For details about this type of statement, see Send balance forward statements.

4. Use the filters to view specific statements:

   1. Date Range: Start and end dates of statements.

   2. As Of Date: All open statements based on the As Of Date. 

   3. Invoice Export Status: Select All, Posted and Exported, or Exported to see customers who have an invoice with that status.

   4. Min. Days Past Due: Customers with an invoice that is overdue by a number of days.

   5. Business Unit: Customers who have an invoice associated with a specific business unit.

   6. Customer Type: Customers who have an invoice associated with a specific customer type.

   7. Payment on file: Customers who have a payment on file.

   8. Email Preference: Customers' statement delivery method (All, Email, Mail, or None).

   9. Status: Customers with statement status (All, Sent, or Not sent).

5. When you’re finished selecting filters, click Apply.

6. Select your customers.

   1. To select all customers, click the select all check box in the upper left corner of the table.

   2. Click a Filter on each column heading to filter by specific details. For example, set Balance greater than $0 to only generate statements for those with a balance.

   3. Click a column heading to sort the content in each column in descending or ascending order.

7. From the Actions dropdown, select an action:

   1. Email Statements: Review email details > Select Attach copy of invoice(s) at the bottom > Click Preview to preview the Statement > Click Send.

   2. Print Statements: A new browser tab opens and displays PDFs of the selected statements. You can download or print the statements.

   3. Print Statements & Mark as Sent: A new browser tab opens displaying PDFs of the selected statements, and the Status column of the customer records are marked as Sent on [date].

   4. Charge Balance: If you use ServiceTitan Payments and the customer has a payment method on file and a balance, you can charge the customer. This action requires permission to use. For more information see Bulk charge customers.
      

Note: Any statements that are not emailed successfully show as Not Sent in the Last Emailed column, or if previously sent, retain the date they were last emailed. This error is primarily caused by invalid email addresses. Please verify that the email addresses for those accounts are set up properly and contact Technical Support if issues persist.

Want to learn more?

• See Use, view, edit, and deactivate payment terms

• See Send balance forward statements