Accounting Core Refunds GuideLast updated on 05/12/2023

This guide provides step-by-step instructions for resolving the issue of a negative balance on a refund invoice in Accounting Core.

LEGAL DISCLAIMER: This article was created from a ticket used to solve a specific tenant issue, and has not been verified by an SME. Nothing stated in this article should be construed to be legal advice. The content in this article is provided “as is” and no representations are made that it is error-free. ServiceTitan disclaims all liability for any problem that might arise from using this article to troubleshoot an issue within your environment.

When a customer partially refunds an invoice but chooses an incorrect refund reason, the refund invoice may have a negative balance. This results in the system assuming that the customer will still pay for the remaining balance/work to be done.

1. Zero out the original invoice by going to Accounting > Invoices and selecting the invoice in question. Then, click Edit and change the amount to zero. Click Save to apply the changes.

2. Create an adjustment invoice by going to Accounting > Invoices and clicking +New Invoice. Fill out the necessary fields, and add a negative task to offset the refund amount. Choose "customer complaint" or "overpayment" as the refund reason to ensure that the negative task is added automatically.

3. Open LA (Lead Activity) and choose the correct refund reason.

4. If the customer no longer owes for any work, ensure that the refund invoice includes a negative task to offset the refund amount as well.

Note: To avoid this issue in the future, choose the correct refund reason and ensure that the refund invoice includes a negative task to offset the refund amount as well. Choosing "customer complaint" or "overpayment" should ensure this.

You have successfully resolved the issue of a negative balance on a refund invoice in Accounting Core.