Invoice Management & Adjustments

Purpose

Office procedures for managing, reviewing, and adjusting invoices in ServiceTitan after jobs are completed.

When to Use

During daily invoice review, when processing corrections, and when handling billing disputes.

Procedure

Invoice Review Workflow

Pull the daily completed jobs report from ServiceTitan.

Review each invoice for accuracy: line items, pricing, payment, tax, discounts.

Compare invoice to tech notes and photos — does the billing match the work?

Mark reviewed invoices to track progress.

Making Adjustments

Adding a missing item: Edit the invoice, add the line item, recalculate the total.

Removing an incorrect item: Edit the invoice, remove or zero out the item.

Price correction: Update the line item pricing with documentation of the reason.

Discount application: Only apply with documented manager approval.

All adjustments require a note explaining what changed and why.

Customer-Impacting Adjustments

• If the adjustment increases the total: Contact the customer to explain and collect the difference.
• If the adjustment decreases the total: Process a refund or credit (see Refund & Credit Procedures).
• Email the updated invoice to the customer.

Voiding Invoices

Voiding is a last resort — only used when the entire invoice is incorrect.

Requires manager approval.

Document the reason for the void.

Create a replacement invoice if work was performed.

Important Notes

• Adjustments should be caught during same-day review when possible.
• Never edit an invoice to hide a mistake — document and correct properly.
• Adjusted invoices affect commissions, reporting, and financial statements.
• Maintain an audit trail on all changes.

Related SOPs

• Invoice Processing & Review — daily review process
• Refund & Credit Procedures — issuing refunds
• End-of-Day Financial Reconciliation — daily close-out