Service Titan Knowledge Base

Issue ACH refunds through ServiceTitan SmartPayLast updated on 03/22/2022

Easily issue an ACH bank refund to your customers through ServiceTitan SmartPay.


Things to know

  • Have your ServiceTitan SmartPay login information ready. If you don’t know it or need help logging in, contact the ServiceTitan Payments team at paymentsupport@servicetitan.com.

  • You can only refund ACH transactions that have settled. "Settled" means the funds have been successfully transferred for the amount of the service. Did you know you can issue refunds in ServiceTitan? In ServiceTitan, go to the invoice and click the refund icon next to the payment. For more, visit Create a refund adjustment invoice and issue a refund / void transaction.

  • When issuing any type of refund, always create a refund adjustment invoice in ServiceTitan. This ensures that the amount you owe to your customer is recorded when exporting invoices and your accounting stays up to date. See "How to create a refund adjustment invoice" in Create a refund adjustment invoice and issue a refund.

  • In general, refunds can only be processed once transactions have settled. If a transaction has not settled, you won’t see a refund option. Note that mobile check deposits cannot be refunded. For more, see Payment - FAQ > ServiceTitan Payments - Checks.


Issue an ACH refund in SmartPay

  1. Go to smartpay.profitstars.com/business/ and log in using your SmartPay credentials sent to you by email.

  2. You can go about looking up your transaction using one of two ways: A. If you have a reference number, go to the navigation bar and click Search.

    In the field under In Transactions, enter your reference or transaction number. This takes you to the transaction(s) associated with that number. Skip to step 5 to issue a refund. B. If you don’t have a reference number, go to the next step and complete the workflow.

  3. Go to the side menu and click Dashboard.

  4. Scroll to Current Transaction Summary and click Processed. The Reports screen opens. Note: You can click a Current Transaction Summary status only when a report and data are available. The status cannot be clicked otherwise.

  5. Use the list to find the transaction you want to view and click the View icon next to the transaction line item. You can view 25 to 500 transactions per page and use the filters to customize your view.

    The Transaction Details screen opens.

  6. Click the Actions dropdown.

  7. Click Refund. A confirmation appears.

  8. Click Refund to confirm. You'll see a confirmation for that, too. You're done!


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Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.