Invalid check payment applied to multiple invoices

 Troubleshooting
Role: Administrator · Accountant · Bookkeeper · Office adminArea: Accounting, Payments, Invoicing · All versions

Before you start

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

• The refund step in Check 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 administrator.

Reason 1

One check was split across multiple invoices and then turned out to be invalid.

One check payment was split across several invoices, and the check turned out to be invalid or was 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

Use this to back the invalid check out of every invoice it touched and reverse the resulting credit.

1. Search for and go to 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 for 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 replacement payment across those invoices

Use this after the invalid check has been removed, to collect a valid payment and apply it to the same invoices.

1. Search for and go to the customer's profile.

2. Click Collect > Collect Payment.

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

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

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

✓ Done · Each affected invoice shows the new payment applied and the correct balance.

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

• The customer name and the invoice numbers the invalid check was applied to

• The invalid check amount, check number, and the date it was returned

• Whether the invalid check had already been exported to your accounting system

• Confirmation that the unapplied credit was refunded (and the refund/negative payment reference)

• The details of the replacement payment you collected

• Which checks from this article you already tried