Troubleshooting
Role: Administrator · Bookkeeper · CSR · Office AdminArea: Point of Sale, Invoicing · All versions
What you're seeing
A POS invoice was created under the wrong customer — for example, saved to a default counter-sales customer or to the wrong profile. Unlike a standard job invoice, you can't simply change the Bill To customer on a POS invoice in place. The invoice keeps the original customer even though you need it assigned to a different one.
Why this happens
There is 1 common reason.
Reason 1
POS invoices don't support changing the assigned customer after the invoice is created.
To move the sale to the correct customer, you clear the current invoice and rebuild it under the right customer. Once a payment is on the invoice, the option to clear it (the Cancel action) is hidden, so the payment has to be removed first.
Before you start
You need Invoices and Payments permissions to edit invoices and to remove payments and materials from a POS invoice. If you don't have it, contact your admin.
Removing a payment keeps the money in your bank account — it only clears the record from this invoice. You re-collect it on the new invoice.
How to fix it
Run these checks in order. Most issues are resolved by Check 1.
1Clear the POS invoice and rebuild it under the correct customer
In ServiceTitan, search for and go to the Invoice screen for the POS invoice.
Click the X next to the payment and the materials to remove them and clear the invoice.
Create a new invoice under the correct customer.
Re-add the materials and collect the payment on the new invoice.
✓ Done · The sale now sits on an invoice under the correct customer. You're done.
2If the customer short-paid and you don't want to chase the balance, adjust the task amount
Use this when the customer paid less than the invoice total and you want to clear the remaining balance rather than reassign the invoice.
On the invoice, adjust the task amount down so it equals the amount actually paid (reducing it by the underpayment).
If the invoice was already batched, unbatch it, adjust the task amount for the underpayment, then re-batch the invoice.
If the invoice was already exported, create an adjustment invoice for the underpayment instead.
✓ Done · The invoice balance matches what the customer paid. You're done.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The POS invoice number and the POS location
The customer the invoice is currently under vs. the correct customer
Whether a payment is on the invoice, and whether the invoice has been batched or exported
The amount paid vs. the invoice total (if this is a short-pay)
Which checks from this article you already tried
Want to learn more?
Bill To information not updating on an invoice ›
Troubleshoot when a changed Bill To customer won't save on a standard invoice.
Create an adjustment invoice ›
How to create an adjustment invoice, referenced in Check 2 for exported invoices.