--- title: "Set up automated refund workflow" slug: "set-up-automated-refund-workflow" updated: 2026-04-09T02:03:55Z published: 2026-04-09T02:03:55Z --- > ## 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. # Set up automated refund workflow ## Overview ServiceTitan's automated refund workflow asks you a series of questions about the refund and then creates the proper accounting transactions on your behalf. Whether you are returning a deposit on a canceled job, appeasing an upset customer, or for any other reason, automated refunds save you time and ensure GL accounting is correct. Completing a refund properly the first time avoids having to manually [create an adjustment invoice to correct a balance.](/v1/docs/create-an-adjustment-invoice#create-an-adjustment-invoice-to-clear-balance-on-an-exported-invoice) [Automated Refunds Workflow Setup Video](https://fast.wistia.net/embed/iframe/65ohd23g3q?web_component=true&seo=true&videoFoam=false) --- ### #### 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/are required to use this feature. Please contact the account administrator on your team. ## Things to know - Once the automated refund workflow is set up, the workflow can be used to: - Issue refunds for payments that have been applied to an invoice - Issue refunds for unapplied payments - Edit or delete a refund - As you're creating a refund, hover over the **Information** icons for additional details. - The refund item should not be taxable. - If you are just starting in ServiceTitan and don't already have invoice items or payment types for refunds set up, then use default options when you set up refunds to ensure accounting entries are handled correctly. - A manually created adjustment invoice won't appear on the printed invoice. Refund invoices generated through the automated refunds workflow are used as separate entities and aren't linked to the originating invoice. You need to print or email the refund invoice separately. ## Set up automated refund workflow To use automated refunds, you'll set up the automated refund workflow by mapping each refund reason to a service and each refund method to a payment type. This will allow ServiceTitan to automatically create the refund records for you when you are ready to process refunds. > [!NOTE] > **Note:** If you are new to processing refunds in ServiceTitan, we recommend selecting default options. 1. Go to the navigation bar and click **Settings ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-automated-refund-workflow-image-q2udc2ai.png)**. In the side panel, click **Invoicing >** **Payment Collections**. 2. Toggle **Automated Refunds Workflow** to **Active**. ![Active toggle for the Automated Refunds Workflow feature in the application interface.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-automated-refund-workflow-image-vezkrj4t.png)*Automated Refunds Workflow* opens. ![Workflow for assigning refunds and payment types in an automated system.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-automated-refund-workflow-image-pk7cly97.png) > [!NOTE] > **Note:** **Payment Collections** must be enabled for your account to use the automated Refunds Workflow. If it is not enabled, contact your success or implementation manager. 3. In the *Assign Service* section, for each refund reason, assign a service from your pricebook and map it to a GL account: 1. Click the **Service** dropdown and select a pricebook task. ![Dropdown menu showing refund options for customer complaints and billing errors.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-automated-refund-workflow-image-a89bogcl.png) > [!TIP] > **Tip:** If you don't have pricebook tasks which you want to use to track refunds, click **or use ServiceTitan's default**. ![Refund reason section with highlighted service options for user selection.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-automated-refund-workflow-image-sfnxs1re.png)A Refund service is automatically created in the Pricebook and maps to **Customer Complaint** and **Billing Error** Refund Reasons. ![Options for refund reasons including customer complaint and billing error selection.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-automated-refund-workflow-image-3tfj9lho.png) 2. Click the **GL Account** dropdown and select a GL account for each service. ![Form displaying refund reasons, services, and GL account details for customer refunds.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-automated-refund-workflow-image-gefp0go5.png) > [!NOTE] > **Note:** If you select a task type with a GL account already mapped to it, changing the GL account updates it in the pricebook. You see this message: ![Notification about updating the pricebook with new GL account mapping information.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-automated-refund-workflow-image-u6kiuoo6.png) 4. In the *Assign Payment Type* section, for each refund method, assign a payment type and map it to a GL account: 1. Click the **Payment Type** dropdown and select a payment type. 2. Click the **GL Account** dropdown and select a GL account. ![Options for refund methods including credit card and check payment types.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-automated-refund-workflow-image-qww22mlg.png) > [!NOTE] > **Note:** For a check refund, we recommend mapping to a liability account. > [!TIP] > **Tip:** If you don't have a payment type which you use to track refunds, click **or use ServiceTitan's default**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-automated-refund-workflow-image-0icr5iz7.png)Two refund payment types are automatically created and map to **Credit Card or ACH** and **Check** Refund Methods. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-automated-refund-workflow-image-856si03g.png) > [!NOTE] > **Note:** If you select a payment type with a GL account already mapped to it, changing the GL account updates it in the Payment Type settings. You will see this message: ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-automated-refund-workflow-image-8z8ve0v5.png) 5. When you're done, click **Save**. ## Want to learn more? - Visit the Academy and enroll in [Automated Refunds Workflow Setup](https://servicetitan.docebosaas.com/academy/learn/courses/317/Payment-Collections-Feature-Setting-Up-&-Implementing-the-Automated-Refunds-Workflow) - See [Refund payment applied to an invoice](/v1/docs/refund-payment-applied-to-an-invoice) - See [Refund unapplied payment](/v1/docs/refund-an-unapplied-payment-or-customer-credit) - See [Edit or delete refunds](/v1/docs/edit-or-delete-a-refund)