Service Titan Knowledge Base

Refund payment applied to an invoiceLast updated on 03/31/2022

ServiceTitan’s automated refund workflow simplifies creating and processing refunds. Not only is it more efficient, automated refunds ensure GL accounting is correct.

Things to know

  • Common reasons for creating a refund:

    • Job was not performed to customer’s satisfaction

    • Incorrect amount was charged to the customer

    • Job was canceled

    • Customer has a credit balance

    • Customer overpaid

  • Refunds can be for the full or partial invoice amount.

  • You can choose the refund method: check, credit card, or ACH.

  • As you’re creating a refund, hover over the Information icons for additional details.

  • Use default options when you set up refunds to ensure accounting entries are handled correctly.

Refund payment applied to an invoice

You can refund a payment that has been applied to an invoice:

  1. Open the invoice you want to refund.

  2. Locate the payment you want to refund in the Payment section of the invoice.

  3. Click the Refund icon.

    Refund for Payment opens.

  4. Enter Refund Information:

    1. Select Refund Reason.

      Note: If you can’t find an applicable refund reason, select Other and enter a reason. The reason will display in your payment reporting.

    2. Select a Refund Amount.

    • If you want to refund a specific amount, select Amount and enter a dollar amount or percentage.

      Note: Depending on the taxable status of the refund, a portion of the refund will be allocated to tax. If you mark the refund tax as nontaxable, tax will not affect the refund.

    • If you want to refund an item on the invoice, select Invoice Item.

      • From the dropdown, select the Invoice Item you want to refund and enter a dollar amount or percentage for refund amount.

        Tip: You can add or delete items using Add icon-add.png or Trash icon-trash.png.

        Note: You can only add items from the original invoice that are non-inventory. Negative inventory cannot be added and refunded in ServiceTitan.

        c. Select a Refund Method.

  5. When you’re done, click Save.

  6. Review Refund Record for accuracy.

    Note: Click Advanced Options to add a memo for the invoice and payment record or to edit the refund date.

  7. When you’re done, click Save.

  8. Click Process Refund. A confirmation notification appears.

    Tip: You can refresh the invoice page to confirm refund status.

    Tip: You can also see the refund in the Adjustment and other Job Invoices section of the original invoice.

    Note: The refund record created varies depending on the refund reason. Negative payments are always created, regardless of refund reason. Negative payments are not linked to the negative invoice. You can confirm negative payments from the original invoice.

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