Money matters

Welcome to ServiceTitan’s Commercial Playbook—an aggregation of best practices from across the industry, written purposely for your Commercial business. In this playbook, you’ll learn all the key tips and tricks (what we call “best practices”) needed to take your business to the next level.



Billing Change

In Commercial, the need to update a Job to bill to a different company from the one that owns the property (or the one that you typically bill) is common. 

To make the change:

  • Book the Job as normal, then click on the edit pencil on the top right-hand corner of the Job record. 

  • On the edit screen go to the Customer field and edit the name of the bill-to customer you want for this specific job. This will make sure the service history still stays with the location but the billing for this one job is updated to bill the alternate customer. 

Example: You do work for Whole Foods, but for this specific job billing needs to go to ABC Property Management, as they manage the strip mall from which the store rents space.  

Customer Credits

Some commercial customers negotiate a discount for customers who pay their bills by a certain date or criteria.

Normally the customer is sent the full invoice and then they pay the invoice less than the credit amount. To settle the balance to $0 on the invoices and account for the cost of these credits, follow the steps below. 

ServiceTitan account configurations are needed. Enable separate print adjustment invoices for another contact, Allow changing a customer for adjustment invoices. Create adjustment invoices before the original invoice.


  1. Create a pricebook service task called “Third Party Fees” or “Customer Credits” and map it to the corresponding GL account you want effected. Example: Service Revenue Adjustments:Contract Adjustment:Third Party Fees

  2. If you do NOT want the customer to see the credit line applied on their statements or when reprinting the invoice, you will want to change the customer name on the adjustment invoice. It is recommended that you create a customer to assign these to or use the customer record for the company. Example: Create a customer named “Third Party Fees” or “Customer Credits.”

Process (Once payment is received)  

  1. On the original invoice click “Add Adjustment Invoice” in the left hand menu. 

  2. IF you want to change the customer name, click on Update invoice details, select the Customer field and select the  “Third Party Fees” or “Customer Credits” customer. 

  3. Click on “Add a task” on the left hand menu. Search for your  “Third Party Fees” or “Customer Credits” task. Select it from the drop down and update the price to be the negative of the amount showing owed. Example: Customer bill $1,000, Customer Credit is 10% so customer paid $900 with $100 left due. You would enter -$100 in the task. 

  4. Batch, post and export the adjustment invoice to your accounting system. 

Ratesheet Billing Feature

Our Customer-specific pricing feature allows you to set up prices for a customer who has negotiated a specific rate with you.  Most residential contractors don’t use  this and the feature is not intended for them.  Commercial business owners, though, need to know that it's possible and should have this enabled during onboarding. If not, your Customer Success Manager can enable the setting called “EnablePricingEngine.”

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