Overview
Before you use ServiceTitan Gateway, you should try to process the refund directly in ServiceTitan. You can do this by navigating to the invoice and clicking the refund icon (the circular arrow) next to the payment.
Click here to learn how to issue refunds directly in ServiceTitan.
Who uses this feature
Accountants and office employees
Applies to all business types
Feature configuration
Account configuration is required to use this feature. Please contact Technical Support for details.
Permissions for Payments are required to use this feature. Please contact the account administrator on your team.
Best practices
Make sure to create a refund adjustment invoice
Whenever you void a transaction, you should always create a refund adjustment invoice in ServiceTitan. This will ensure that the amount owed to the customer is recorded when you export invoices and it will keep your accounting in sync.
Click here to learn how to create a refund adjustment invoice (follow instructions for "How to create a refund adjustment invoice").
Refunds vs. Voiding a Transaction
You will need to issue a refund if the credit card transaction has already been settled. If the credit card transaction has only been approved (not yet settled), you will void the transaction instead of issuing a refund. The cutoff time for voiding a transaction is 4:30pm CT (2:30pm PST / 5:30pm EST).
Void a transaction in the ServiceTitan Gateway
Log into the ServiceTitan Gateway. Use the login instructions sent to you by email. If you need help logging in, contact ServiceTitan Payments at paymentsupport@servicetitan.com.
Click Reports (located under Trans Reports in the left menu).
Alternative Method: You may also click Void (under Credit Card). However, for ease of use we recommend that you click Reports instead. Both methods will eventually take you to the same place.Filter the dates of your search as needed (use the date filter at the bottom of the Search Transactions box).
Note: Other filters are available if you need to narrow your search results further.
Once you have set the filters, click Submit.
Locate the transaction you wish to void. Then click the ID link.
Click Void (located directly under Transaction Detail).
The Transaction Information screen appears. The Transaction ID will automatically populate.
When you are ready, click Void.
A confirmation screen appears. This means the transaction has been voided.
Note: Refunding a transaction in the ServiceTitan Gateway follows the same process. In step 8, instead of clicking Void, click Refund.