Service Titan Knowledge Base

Resolve automated refund errorsLast updated on 03/22/2022

Automated refund error messages guide you to successfully fix errors experienced when you create refunds using the automated refund workflow.


Fix automated refund errors

If you receive this error message, Payment Refund Error: We were unable to complete the refund, after you click Save on the Refund Information pop-up, review the information below to see how you can resolve the error.

Error
Cause
Fix

Internal server error: ServiceTitan failed to automatically create the refund record

The refund record was not created. If the refund method was Process through ServiceTitan, the refund record was not created or processed.

Repeat the refund process.

Internal server error: Failed to process the refund through the integration

If the refund method was Process through ServiceTitan, the refund record was not created or processed through integration.

Repeat the refund process.

Time out or response error: Processor timed out or failed to respond after refund was processed

If the refund method was Process through ServiceTitan, the refund is processed. The refund record was created and is in pending status.

Contact support@servicetitan.com to update the record to a successful or failed status.

Refund amount incompatible: User attempted to refund an ACH payment for partial amount

If the refund method was Process through ServiceTitan, the refund record was not processed and the refund record was not created.

Repeat the refund process selecting full refund with ACH for the refund method.

Refund amount incompatible: User attempted to refund an amount larger than the original payment

When a refund task in Pricebook is taxable, the refund record was not created. If the refund method is Process through ServiceTitan, the refund was not processed and a refund record was not created.

Repeat the refund process. Make sure the ServiceTitan tax amount doesn’t exceed the original payment amount




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