Payment showing as a refund

 Troubleshooting
Role: Administrators · Office employees · Managers · Accountants · BookkeepersArea: Payments, Invoicing · All business types · All trades

Reason 1

The payment type was set to Refund.

When the payment was taken, the payment type was selected as Refund instead of the correct payment type (such as Check or Credit Card).

1Correct the payment type on the invoice

1. Confirm in your payment gateway that the transaction was processed and not yet settled or refunded.

2. Search for and go to the invoice record.

3. On the invoice record, click the Edit icon next to the payment.

4. On the Collect and Apply Payment screen that opens, select the correct Payment Type from the dropdown (for example, Check or Credit Card).

5. Click Save.

Note: If the refund shows as unapplied instead (not attached to the original invoice), this is a different situation. Open the original invoice to link the payment back to it, or, if the invoice has already been exported, use an adjustment invoice to line it up.

✓ Done · The transaction now shows as a payment on the invoice with the correct payment type, and the invoice balance reflects the payment.

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

• The customer name and invoice number

• The payment amount and date

• What the payment gateway shows for the transaction

• Which steps from this article you already tried