thread Re: Sales discrepancy in Payments Troubleshooting

Sales discrepancy

NOTJUSTHUMMUS — Thu, 25 Feb 2021 15:15:04 GMT

Good afternoon. on 17/12/2020 our sales were: £232.53 - fees = £228.47 but only £110.86 was paid in on 18/12/2020. Can you explain where the £117.61 has gone?

Thanks

Re: Sales discrepancy

tranguyen — Thu, 25 Feb 2021 15:29:17 GMT

Hi @NOTJUSTHUMMUS, thanks for your post!

There can be a number of reasons why the transfer amount does not match the sales amount:

A refund was issued on the day. You can check this by checking your transfer report for that day under Balance > Transfer Reports.
Some sales were paid by cash. If you record a cash sales, we won't transfer the amount to the linked bank account.

You can also contact our Support directly and they will be able to look into this further as well.

Re: Sales discrepancy

NOTJUSTHUMMUS — Thu, 25 Feb 2021 15:55:35 GMT

Thanks for that, but I can't see it. There was a refund made on 18/12/2020 of £119.70 which explains the shortfall in money paid in on 21/12/2020. But does not explain the shortfall for 17/12/2020 paid in on 18/12/2020. No cash was taken on 17/12/2020. Please explain, thanks

Re: Sales discrepancy

tranguyen — Thu, 25 Feb 2021 16:09:28 GMT

Thanks for your reply! While I'm unable to check your reports myself, I'll do my best to help clarify this issue. As mentioned, you can also contact our Support team directly and they will be able to check this in more details.

You mentioned that a refund was issued on 18 December for £119.70. Was this refund made during the day before 4pm? If so, it's likely that it was deducted from the available balance (payments collected on 17 December). Since the total amount was £119.70, we'd have deducted either £117.61 from the balance (if the payment was collected via the reader) or £116.7 (if the payment was collected Online). If you add the amount to what was transferred, it should made up the difference.

Was the amount transfer on the 21 December also less than what was taken on 18 December? Other things you can also check is whether it was a standard or instant transfer as well.

The Transfer Reports is the best place to check. It should have all the payments included in that transfer and what fees were deducted. You can also check it by day as well to make sure.

have a query on a payment into our account

NOTJUSTHUMMUS — Mon, 01 Mar 2021 10:11:36 GMT

I have a discrepancy on a payment from Square:

Good afternoon,

thanks for your reply - still not balancing, please help

I understand now that the refund was taken from the previous day's sales, so why doesn't it show up on the previous day's sales? Which is where the confusion is arising.

17/12/2020 - sales balance incorporating £119.70 refunds. paid in: £110.86

18/12/2020 - sales are £2.63 short which I feel is in the fees refund can you explain? Paid in £260.21 my calculation makes it £262.84.

Can you kindly pass this query onto the Support Team so they can clarify where the error is, thanks. See below:

		Cash	Credit Card	Sales	Refunds	Balance	Discounts	Total	Fees	Totals	Paid in
Thursday	17th		£240.00	£240.00	£119.70	£120.30	£7.47	£112.83	£1.97	£110.86	£110.86	£0.00
Friday	18th		£272.75	£272.75	£0.00	£272.75	£5.23	£267.52	£4.68	£262.84	£260.21	-£2.63

Thanks,

Not Just Hummus

Re: have a query on a payment into our account

tranguyen — Mon, 01 Mar 2021 12:37:24 GMT

Thanks for reaching back out @NOTJUSTHUMMUS. I think it's best to contact our Support team directly as they'd be able to look at the specific transfer and confirm the fees and transactions that were included. Here are the steps to contact Square Support by phone or by email:

Go to https://squareup.com/help/gb/en/contact
Select your topic or just click Other > I don’t see my issue, it’ll give you the option to either call or email in!

The phone number for Square Support is 0800 098 8008. The Square Support Team is available by phone Monday to Friday, 9am to 5pm.

For reference, while the refund was deducted from the previous day's sale, it'll come up in the transfer report on the day that it was requested. In this case, because it was requested on 18 December, it'll show under that date rather than 17 December.

Payments processed on 18 December should be transferred on the Monday as per our standard transfer schedule. Aside from the transaction fees, it's also worth double-checking if the transfer on that day was a standard transfer or an instant transfer. This is because there's a fee associated with instant transfer which could explain the discrepancy in this case.