Recurring Billing - FAQ

The charging process happens in the following order:

1. ServiceTitan will look to charge the preferred payment method on the customer's membership.

2. If there is no preferred payment method, ServiceTitan will charge the primary payment method on the customer record. If it fails, go to step 3.

3. If there is no primary payment method specified and several saved payment methods on the customer, ServiceTitan will choose to charge the payment methods in order of when they were added from oldest to the most recent.

Note: If you want to prevent ServiceTitan from automatically charging a card from any saved payment method, edit the customer membership and select Cash on the Preferred payment method field.

Yes, for memberships set to be billed on a date that does not exist in February, the system will update their next billing date to February 28th.

Note: Currently, the change to the 28th will impact the next month. You can use automatic billing rules and create one billing rule that encompasses the next billing dates from the 28th to the 31st. It will help ensure no billing dates are missed in the future.

These two date fields refer to the Next Billing Date of a customer’s membership. When you set a range and click Search Members, ServiceTitan searches for all active memberships with a Next Billing Date that falls into the selected date range.

When you click Search Members on the Create Run page, you will be presented with a data table for all the members that fit your search criteria. If there are any memberships with a Next Billing Date prior to the date range you specified, you will see a button indicating the number of memberships you have skipped over. Click that button to update the next billing dates for these customers and have the option to bill them for missed dates.

Yes, as long as the rules for a single membership type do not have overlapping dates, multiple rules can be applied to a single membership type. For more information, see Manage automatic membership billing rules.

There isn't a way to exclude a specific customer when you create an automatic billing rule, but there are a few workarounds that could be employed:

To create a billing invoice, but not charge the customer:

• Set the preferred payment method on the membership to Cash to ensure the customer does not get billed.

  Note: If this invoice has an invoice total that remains unchanged, or if no payment is applied, it will add to the customer’s overall account balance in ServiceTitan

  To avoid the customer having an invoice created or charged:

• This requires the customer to have a unique membership type that is not included in any of the set billing rules.

Membership billing invoices work differently compared to regular job invoices. If you get this error, change the Payment Term on the invoice to Custom and set the Due Date with the billing date.

Invoices can be corrected in numerous ways depending on the specific issue you are trying to solve.  Some good starting places for help are:

• Invoice Walkthrough

• Edit an Invoice

• Edit or delete payments on invoices

• Unapply a payment credit

• Create an adjustment invoice

• Accounting - FAQ

Check the reason for the payment failure. If the payment failed due to insufficient funds, contact the customer and ask them a different payment method. Next, delete the failed payment from the membership invoice.

This problem typically occurs with automatic billing runs when accounting periods are not properly opened. The system assigns posting dates to the next available open accounting period rather than the current month.

To resolve this, open accounting periods before automatic billing runs. This prevents invoices from posting to future months.