Wrong check payment applied across multiple invoices

 Troubleshooting
Role: Administrator · Accountant · Bookkeeper · Office AdminArea: Accounting · Payments · Invoicing · All business types

• You need the View customer payments hub permission enabled on your user account. If you don't have it, contact your admin.

• The refund step in Step 1 uses ServiceTitan's Automated Refund Workflow, which requires the Create payment refund permission and requires the Automated Refund Workflow to be enabled for your account. If either is missing, contact your admin.

Note: The Automated Refund Workflow applies only to payments that have not yet been exported to your accounting system. If the invalid check was already exported, you can't refund the resulting credit through this workflow. In that case, contact Technical Support or your accountant to reverse the payment on the accounting side.

Reason 1

A single check was split across multiple invoices, then found to be invalid or returned by the bank.

Because the payment touches multiple invoices, you remove it from each one — which leaves the funds as a customer credit — then refund that credit to fully reverse it before collecting a valid payment.

1Remove the invalid check from each invoice

1. Search for and open one of the invoices the invalid check was applied to.

2. On the invoice record, go to the Payments section and click unapply on the payment.

3. Repeat steps 1–2 for every invoice the invalid check was applied to.

4. Confirm the unapplied payment created a credit on the customer's profile for the total amount of the invalid check.

5. Refund the payment. This creates a negative payment of the same amount, exports to your accounting software, and cancels out the payments applied to each invoice.

Note: Refunding the credit uses the Automated Refund Workflow, which applies only to payments that have not yet been exported. If the payment was already exported, see the note in Before you start.

✓ Done · The invalid check no longer shows on any invoice, and the customer credit it created has been refunded.

2Apply the correct payment

1. Search for and open the customer's profile.

2. Click Collect > Collect Payment.

3. On the Collect and Apply Payments screen, enter the new check payment details. Include the correct amount and check number.

4. Apply this new payment to the invoices that had the invalid check removed.

Caution: If these invoices were already batched over to your accounting software earlier in the month, make sure the changes you made in ServiceTitan are also reflected there so your accounting records stay accurate.

✓ Done · Each affected invoice now shows the correct payment applied, and the customer's balance reflects the valid check.

Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:

• The customer name and the affected invoice numbers

• The invalid check number/amount and the correct check number/amount

• Whether the invoices were already exported to your accounting software

• Which steps from this article you already tried