Service Titan Knowledge Base

Set up automated refund workflowLast updated on 09/12/2022

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


Things to know

  • Once the automated refund workflow is set up, the workflow can be used to:

    • Issue refunds for payments that have been applied to an invoice

    • Issue refunds for unapplied payments

    • Edit or delete a refund

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

  • If you are just starting in ServiceTitan and don’t already have invoice tasks or payment types for refunds set up, then use default options when you set up refunds to ensure accounting entries are handled correctly.


Set up automated refund workflow

To use automated refunds, you’ll set up the automated refund workflow by mapping each refund reason to a task and each refund method to a payment type. This will allow ServiceTitan to automatically create the refund records for you when you are ready to process refunds.

Note: If you are new to processing refunds in ServiceTitan, we recommend selecting default options.

  1. Go to the navigation bar and click Settings icon-settings.png. In the side panel, click Invoicing > Payment Collections.

  2. Toggle Automated Refunds Workflow to Active.

    Automated Refunds Workflow opens.

    Note: Payment Collections must be enabled for your account to use the automated Refunds Workflow. If it is not enabled, contact your success or implementation manager.

  3. In the Assign Task section, for each refund reason, assign a task from your pricebook and map it to a GL account:

    1. Click the Task dropdown and select a pricebook task.

      Tip: If you don’t have pricebook tasks which you want to use to track refunds, click or use ServiceTitan’s default.

      A Refund task is automatically created in the Pricebook and maps to Customer Complaint and Billing Error Refund Reasons.

    2. Click the GL Account dropdown and select a GL account for each task.

      Note: If you select a task type with a GL account already mapped to it, changing the GL account updates it in the pricebook. You see this message:

  4. In the Assign Payment Type section, for each refund method, assign a payment type and map it to a GL account:

    1. Click the Payment Type dropdown and select a payment type.

    2. Click the GL Account dropdown and select a GL account.

      Note: For a check refund, we recommend mapping to a liability account. Tip: If you don’t have a payment type which you use to track refunds, click or use ServiceTitan’s default.

      Two refund payment types are automatically created and map to Credit Card or ACH and Check Refund Methods.

      Note: If you select a payment type with a GL account already mapped to it, changing the GL account updates it in the Payment Type settings. You will see this message:

  5. When you’re done, click Save.




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