Troubleshooting
Role: Office employees · CSRs · AdministratorsArea: Estimates, Payments, Invoicing · All business types · All versions
What you're seeing
You need to collect a deposit from a customer for an estimate, but you're not sure how to request it without creating an invoice first. You want the deposit credited now and the remaining balance to show once the work is booked.
Why this happens
Reason 1
Because the deposit is collected on the estimate, not on a new invoice, it isn't obvious where to start.
In ServiceTitan you collect an estimate deposit by marking the estimate sold and using Collect and Apply Payment, which credits the deposit to the customer's profile. When you later convert the estimate to a job, you apply that credit to the invoice so the deposit and remaining balance both show.
Before you start
You need permission to collect payments and to sell or convert estimates. If you don't have it, contact your administrator.
You can set a default estimate deposit percentage under Settings > Estimate > Deposit, so the deposit amount can prefill for you.
How to fix it
Go to the estimate screen for the job you're working on.
If the estimate is Open, click Sold/Convert.
Select a name from the Who sold this estimate? dropdown, then click Apply.
Click Actions.
Select Collect and Apply Payment from the dropdown.
Enter the amount you want to collect as a deposit. Use your account's default deposit percentage, if one is set, or the amount agreed with the customer.
Confirm the payment details, and keep Apply to Customer Profile selected so the amount is credited to the customer's profile.
Convert the estimate to a booked job.
Apply the collected deposit to the invoice so it shows the deposit and the remaining balance due.
Email the invoice to the customer, making sure it reflects the deposit and the balance due.
✓ Done · The customer receives an invoice showing the deposit paid and the remaining balance, and the deposit is credited on their profile.
Note: If the estimate is sold in the field, you can collect the deposit directly from the customer at that time. See Collect deposits on sold-for-later estimates in the ServiceTitan Field Mobile App.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The estimate number and customer name
The deposit amount you collected and the date
Confirmation of whether the estimate was sold in office or in the field
Whether the deposit shows as credit on the customer's profile
Which steps from this article you already tried
Want to learn more?
Sell estimates in ServiceTitan ›
Walks through marking an estimate sold and recording who sold it — the first step before you can collect a deposit.
Apply credit or payment to an invoice ›
Explains how to apply a collected deposit as a credit against the invoice so the balance updates.
Guide to Online Payments ›
Overview of accepting and processing customer payments online in ServiceTitan.
Collect deposits on sold-for-later estimates in the ServiceTitan Field Mobile App ›
Covers collecting a deposit in the field, at the time an estimate is sold for later.