Guide to Online Payments

Overview

With Online Payments, you can add a payment link to the invoice or statement emails that you send to customers to review their invoice or statement and make a credit card payment. Payments made with Online Payments are logged as a credit card payment item on the corresponding invoices in ServiceTitan.

Things to know

• To use Online Payments, enable ServiceTitan Payments. For more information, see Payments.

• The first time you enable Online Payments, an administrator needs to agree to the updated legal terms. After reviewing the terms in their entirety, scroll to the bottom and select I agree and accept these terms and consent to Partner's access to my ServiceTitan account and data and click Accept. You must have the proper permission to agree and accept the updated legal terms.

• The online payments link sent to a customer is unique and applies only to a single invoice. Each invoice has a different link.

• Customers can pay a partial amount instead of the full balance. The customer must pay at least $1 but no more than the amount due.

• Payments made online are reflected in the job's audit trail.

Set up an online payment type

Before setting up online payments, you have the option to first create a new payment type for online payments. When you set up online payments later, you can use the payment type created here.

1. Go to the navigation bar and click Settings .

2. In the side panel, click Invoicing > Payment and Invoice Types.

3. In the Payment Types section, click Add. The Payment Type screen opens. 

4. Enter details for the payment type:        

   1. Name: Name of the new payment type, like Online Payments.

   2. Export as: Export payment method.                

      Note: By default, payments are exported into undeposited funds.

   3. Account: Export to the account you select.

   4. Attributes: Payment type.

   5. Hide From Mobile: When selected, prevents this payment type from appearing in ServiceTitan Mobile so that your technicians don't select it by mistake.

   6. Active: Turn on to use this payment type.

5. When you're finished, click Save.

Set up Online Payments

1. Go to the navigation bar and click Settings .

2. In the side panel, click Invoicing > Online Payments.

3. Turn on the Enable Credit Card Payments toggle.

4. If you want your office employees to be able to send SMS payment links, turn on the Enable sending SMS payment links in desktop via ServiceTitan Office toggle.

5. If you want your technicians to be able to send an invoice with a link to online payments while in the field, turn on the Enable sending email invoice links in Mobile toggle.

6. If you want your technicians to be able to send an SMS payment link, click Also enable sending SMS payment links via Mobile.

7. If you want to allow customers to make partial payments, turn on the Allow partial payments toggle.

8. If you don't want your customers to see the line item breakdown on your invoices, turn on the Hide individual line items toggle. 

9. In Add emails for payment notification, enter the email address you want notifications sent to every time a payment is made, then click Plus . Do this for every address you want to add. 

10. If you want to allow your customers to save and manage their credit cards for future use, turn on the Let customers save credit cards in their customer portal toggle. For more information about Customer Portal, see Customer Portal. 

11. From the Record payment item as dropdown, select Online Payments. This logs all payments as online payments on the invoice. If you don't have Online Payments set up as a payment type, see Set up an online payment type.        

    Note: Your selection for payment type is for reporting purposes. Customers can pay with any type of credit card regardless of which payment type you select.

       

12. (Optional) Change the Payment link text if you want to use your own message.

13. Select the business units that you want to enable online payments for. 

14. Select the Customer Type from the dropdown.        

    Note: You can send the online payment link to Residential and Commercial customers by selecting the Residential and Commercial option from the Please select customer type dropdown.

       

15. When you're done, click Save.

Customize the invoice email template

After you set up Online Payments, customize the invoice email template to include the Payments link. When your template is set up, each time you send an invoice to a customer, the email auto-populates with the content in your template including the payment link.

1. Go to the navigation bar and click Settings .

2. In the side panel, click Invoicing > Email.

3. Enter {OnlinePaymentLink} where you want the online payments link to appear in the body of the email.        

   Note: Make sure there is only one {OnlinePaymentLink} placeholder in the template.

          

   Note: To customize the Payment link text placeholder, see Set up Online Payments.

4. When you're finished, click Save.

Any time an invoice email is sent and the balance of the invoice is greater than $0, the online payments link is included in the email so that customers can make an online payment.

Customize the statement email template

1. Go to the navigation bar and click Settings .

2. In the side panel, click Invoicing > Email.

3. Click the Statement tab.

4. Enter {OnlinePaymentLink} where you want the online payments link to appear in the body of the email.        

   Note: Make sure there is only one {OnlinePaymentLink} placeholder in the template.

      

5. When you're done, click Save.

You're now ready to email statements to customers. To learn more about emailing a statement to a customer, see Send customer statements.

Use Online Payments

Invoices

After you customize the invoice email template to include the online payments link, the online payments link appears anytime you send an invoice email to a customer with an outstanding balance. When your customer opens the email and clicks the online payments link, they are taken to Online Payments. Here, they can view their statements and make an online payment.

When a successful payment is made, your customer receives a confirmation email with the receipt. A confirmation email receipt is also sent to the email addresses specified in Online Payments settings.

A payment item is also logged in the invoice in ServiceTitan. You can batch and export the payment items to your accounting software.

Statements

Note: Online payments for statements is supported only for users with one Merchant account with ServiceTitan Payments. Also, customers can pay if they have completed a job and have a balance.

After you customize the statement email template to include the online payments link, the online payments link appears any time you send a statement email to a customer with an outstanding balance. When the customer opens the email and clicks the online payments link, they are taken to Online Payments where they can make an online payment. Customers can access the online payment and make payments via desktop or mobile device.

All outstanding invoices are listed in a table where your customers can filter and choose which invoices they want to pay for.

When the customer clicks Pay, they can enter credit card information to pay the balance. When they're done, they can click Submit Payment to finalize the transaction.

When a successful payment is made, your customer receives a confirmation email with the receipt. A confirmation email receipt is also sent to the email addresses specified in Online Payments settings.

A payment item is also logged in the invoice in ServiceTitan. You can batch and export the payment item to your accounting software.

FAQ

Want to learn more?

• See Payments - FAQ