Service Titan Knowledge Base

Refunding payments results in errorLast updated on 05/12/2023

This guide will describe how to address errors when attempting to refund payments.

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 trying to refund the payment on invoice #xxxxxx, customer is getting two errors:

  • We were unable to complete the refund.

  • Incorrect refund amount of <xx>: greater than available payment amount <xx>


The automated refund workflow creates a negative invoice with a negative payment to account for the refund. The negative invoice and negative payment are linked. In cases where the task being refunded is set to be taxable, the system tries to generate a larger amount than the original amount which causes the errors.

To address the errors:

  1. Go to the Pricebook from where the task was made taxable.

  2. Find the refund task and remove the Taxable checkmark.

  3. Refund the payment.

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

Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.