Handling Overpayments

Best Suited for:

• Back Office administrators
• Accounting teams
• Users managing customer payments
• Users processing deposits, invoices, and progress billing

Important Information:

• Service Fusion does not support maintaining a customer account credit balance
• Payment overages must remain assigned to a job or invoice
• The correct resolution depends on:
  • The type of payment
  • Where the payment was applied
  • Whether additional charges will be added later
• Credit card and ACH overpayments may require assistance from Service Fusion Support 
• Cash and check overpayments typically require the payment to be reallocated manually

Process Description:

1. Determine where the overpayment was applied
2. Identify the payment method used
3. Decide whether future charges will be added
4. Apply the appropriate resolution

Handling Overpayments on Job Deposits:

If the overpayment was applied as a Job Deposit:

1. Determine whether additional charges will be added to the job
2. If the job total will increase:
   • Leave the payment applied to the job
3. No further action is required

Future charges will consume the existing overpayment balance.

Handling Overpayments on Invoices:

If the overpayment was applied to an Invoice:

1. Determine whether the invoice amount will increase
2. If additional charges will be added:
   • Leave the payment applied to the invoice
3. If the funds should be applied elsewhere:
   • Follow the workflow appropriate to the payment method

Handling Overpayments Applied to Progress Invoices:

If the overpayment was applied to a Progress Invoice:

1. Review the progress invoice billing amounts
2. Choose one of the following options:
   • Adjust the progress invoice billable amount
   • Void the payment
   • Refund the payment

Because progress billing affects future invoice calculations, overpayments should not remain unresolved.

Credit Card and ACH Overpayments:

When a credit card or ACH payment exceeds the amount due and no additional charges will be added:

1. Contact Service Fusion Support
2. Support can coordinate with the development team to move the overpayment to a different job or invoice

This option is available only for supported electronic payment methods.

Cash and Check Overpayments:

If the payment was made by Cash or Check:

1. Void the original payment
2. Recreate the payment using the correct amounts
3. Apply the funds to the appropriate job(s) or invoice(s)

This allows the payment to be allocated accurately across multiple records if needed.

Handling Customer Overpayments Without Open Jobs:

Sometimes a customer pays more than required and does not currently have another open job or invoice. Service Fusion does not support storing a customer credit balance. In these situations:

1. Create a new job
2. Apply the overpayment as a Job Deposit on that job
3. Save the job
4. Add a pinned note to the Customer Account as a reminder of the open job and job deposit that is applied

This allows the funds to remain associated with the customer until they are needed for future work.

Choosing the Appropriate Resolution:

Scenario	Recommended Action
Job deposit and job total will increase	Leave payment applied to the job
Invoice and invoice total will increase	Leave payment applied to the invoice
Progress invoice overpayment	Adjust billable amount or void/refund payment
Credit card or ACH overpayment with no future additional charges	Contact Support to move overpayment
Cash or check overpayment	Void and reapply payment appropriately
Customer overpayment with no open work	Create a new job and apply as a deposit