Service Titan Knowledge Base

Create, edit, copy, and cancel a returnLast updated on 09/13/2022

You can create a Return when you want to return an item to a vendor. After a return is created, you can see who created the transaction to help track the creator for reconciliation or discrepancies.


Things to know

  • You can add as many items as needed for a return.

  • If you have an accounting integration, you can also view the batch number and export status on the return. Note: This only applies if you are not using the ServiceTitan Payables feature.

  • You can leave a comment on a Return record by clicking the Comment Comment-icon icon.

  • If you only have the Purchasing module enabled, the Inventory section in the navigation bar is renamed Purchasing.


Create a return

  1. Go to the navigation bar and click Inventory or Purchasing Inventory-icon.

  2. From the side menu, select Returns.

  3. On the Returns page that opens, click Create.

  4. On the Create Return page that opens, enter return details:

    • Job #—Select the job number the item was initially procured for.

    • Purchase Order #—Select the purchase order (PO) number when the item was procured. Note: When completing a return, you can add the PO number but it isn’t required. If you add a PO number to the return, then you will only be able to return items that are on that purchase order.

    • Type—Select the return type.

    • Business Unit—Select a business unit to return. Note: If this PO is related to a job then the business unit (BU) will be the same as the job BU.

    • Vendor—Select the vendor you want to return the item to.

    • Reference Number—Enter the unique reference number for the return.

    • Inventory Location—Select the inventory location where the item is being returned from. Note: The Inventory Location filed will not be required if the Job # field is completed.

    • Return Date—Select the date you want to make the return.

    • Memo—You can enter a note, which is not visible to the vendor.

  5. Go to the Item List section.

  6. From the Select an item dropdown field, select the item you want to add.

    Tip: Search for an item by its name, code, description, or part number.

  7. In the Quantity field, select the quantity you want to return. Note: To add multiple items on one return, click the Plus image8 icon and then use the item code, description, or vendor part to find the item you want to be on the return. To remove the item from a return, click the Delete image5 icon.

  8. When you have entered return details and added all items, click Save.


Edit a serial number on a return

  1. Go to the navigation bar and click Inventory or Purchasing Inventory-icon.

  2. From the side menu, select Returns. The Return page opens.

  3. Click the Pending, Returned, or Credit Received tab, then click on the return you want to edit. The return record opens.

  4. From the Actions dropdown, select Edit.

  5. Go to the Item List section and click the Edit Edit icon icon under the Serial Numbers column for the item you want to edit.

    A screen opens where you can edit the serial number.

  6. Select a new serial number from the dropdown field.

  7. When you’re done, click Save on the pop-up window and then on the Return page.


Edit a quantity on a return

  1. Go to the navigation bar and click Inventory or Purchasing Inventory-icon.

  2. From the side menu, select Returns. The Return page opens.

  3. Click the Pending, Returned, or Credit Received tab, then click on the return you want to edit. The return record opens.

  4. From the Actions dropdown, select Edit.

  5. In the Item List table, edit the quantity of an item on a return in the Quantity column.

    • If you increase the quantity, click the Edit Edit icon icon in the Serial Numbers column and select the additional serial numbers you want to return from the pop-up.

    • If you decrease the quantity, click the Edit Edit icon icon in the Serial Numbers column and remove the serial numbers for the item that you didn’t return from the pop-up.

  6. When you’re done, click Save on the pop-up window and then on the return page.


Copy a return

After copying a return, you can make edits to the copied return to create a new return.

  1. Go to the navigation bar and click Inventory or Purchasing Inventory-icon.

  2. From the side menu, select Returns. The Return page opens.

  3. Click the Pending, Returned, Credit Received, or Canceled tab, then click on the return you want to copy. The return record opens.

  4. From the Actions dropdown, select Copy.

    The Create Return page opens.

  5. Enter all the necessary details for your return, and click Create to create a new return.


Cancel a return

You can cancel a return if you decide to keep the item and haven’t yet sent the return merchandise authorization form to the vendor.

  1. Go to the navigation bar and click Inventory or Purchasing Inventory-icon.

  2. From the side menu, select Returns. The Return page opens.

  3. Click the Pending, Returned, Credit Received, or Canceled tab, then click on the return you want to cancel. The return record opens.

  4. From the Actions dropdown, select Cancel Return.

    The Cancel Return pop-up window opens.

  5. (Optional) From the dropdown field, select the reason for canceling.

  6. When you’re done, click Cancel Return.


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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.