Converting Negative Balance to Credit

[kennethmiller]

We have a customer that has overpaid on an invoice, but ServiceTitan only shows the negative balance on the customer record as a "Balance". 

Does anyone know of any way to convert this to a useable credit on the customer profile? 

[JPachefs · Accepted solution]

Another way you can do this is to go to the invoice where there was an overpayment and follow the below steps:

1. "Unapply" the payment on the invoice itself – the entire payment will go the customer profile as a credit.

2. From the invoice, go to "collect and apply payment" and apply the payment from the credit on the customer profile to that invoice. Once you've done this, then the negative balance will go from the "balance" to "credit" on AR Management and can be used to apply on future invoices.

Note: With payment collections on, all overpayments on an invoice will go directly to the customer profile as a credit, so this won't be a pain point again in the future. 

[Alyssa]

We are going to try this solution, as well as the GL/refund to account solution listed later in these replies. Will provide an update with what we find!

[JPachefs]

Please do!

[TimMcGuire]

@kennethmiller If you have the Payment Collections feature turned on (Go to Payment Collections under Settings and make sure it is turned on), you can take an overpayment on an invoice and it is then available as a credit to be applied to future invoices. In the example below, the customer had two outstanding invoices. I took a payment on one for $60 more than the invoice balance. First, you'll see at the top of the customer record that the "Credit" balance is now displayed.

And then, when I go to record a payment on the second invoice, you see the $60 available as a credit to be applied toward the invoice balance.

[oregoncityalexa]

I would make an adjustment invoice in this scenario. 

[scottf_GBO]

That is a lot of work for something that seems like it should be easier!  There should be an option for negative balances on invoices to become credits or create refunds

[baraica]

Hi Kenneth! Take a look at this scenario and let me know what you think 🙂 

[Alyssa]

This may be a great solution! We are going to try this workflow, as it may also help with other functions. Will post an update of how it goes and what other functions we can do with it.