Purpose
Specific procedures for safely and accurately processing credit card payments through ServiceTitan.
When to Use
Every credit or debit card transaction, whether on-site, over the phone, or through a payment link.
Procedure
On-Site Processing (Tech)
Open the completed invoice in ServiceTitan on your tablet.
Select "Collect Payment" → Credit/Debit Card.
Hand the tablet to the customer for card entry (preferred) or enter card details they provide.
Confirm the amount before processing.
Wait for the authorization confirmation.
Show the customer the confirmation and offer to email the receipt.Phone Processing (Office)
Pull up the customer's invoice in ServiceTitan.
Confirm the total with the customer.
Process the payment through ServiceTitan's virtual terminal.
Never write down credit card numbers on paper. Enter directly into the system and don't retain.
Email the receipt to the customer.Payment Link (Self-Service)
From the invoice in ServiceTitan, send a payment link via email or text.
The customer clicks the link and enters their card information securely.
ServiceTitan processes the payment and sends confirmation to both the customer and Spartan.Declined Cards
If the card is declined, inform the customer professionally: "It looks like this card didn't go through. Would you like to try a different card?"
Do not attempt the same card more than twice.
Offer alternative payment methods: different card, check, or financing.
If no payment can be collected, contact your manager.Refunds
Credit card refunds are processed through ServiceTitan by the office team only.
Techs do not process refunds in the field.
Refunds go back to the original payment method.
See Refund & Credit Procedures for the full process.Important Notes
- Never store or write down credit card numbers outside of ServiceTitan.
- PCI compliance is mandatory — all card data is handled through ServiceTitan's secure system.
- If ServiceTitan's payment system is down, note the customer's info for processing when it's back up (call the office).
- Disputed charges (chargebacks) are handled by the office — notify immediately if a customer mentions disputing.
Related SOPs
- Payment Collection Methods — all payment types
- Invoice Processing in ServiceTitan — invoicing
- Refund & Credit Procedures — processing refunds
