thread Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas in Archived Discussions (Read Only)

"Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cash sales" report ??

frictionjewelry — Fri, 18 Nov 2016 03:36:47 GMT

Is this a bug in the system?

Please help! Because of this problem, the drawer is always off. Seems random.

Mike

Re: Cash Sales on Drawer report do not match Dashboard Sales Report ??

EJ_ — Sun, 20 Nov 2016 21:49:39 GMT

Hi there.

Sorry to hear about the trouble.

While we can’t address your account specific issues here in the community, as it’s a public forum, our Support Team should be able to walk through the report with you if the discrepancy is still happening.

Reach out to them directly and they'll get you taken care of.

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

TheBanksVault — Fri, 30 Dec 2016 06:54:28 GMT

Did they ever tell you how to fix this as I am having the same issue?

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

Sarabeth008 — Wed, 04 Jan 2017 17:35:31 GMT

I'm also having the same problem did anyone figure it out?

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

frictionjewelry — Wed, 04 Jan 2017 18:29:23 GMT

No one figured it out. There was some confusion with multiple devices on the same account, at the same retail location, but with only one cash drawer. I orgianlly thought that was the problem...but it seems that random cash transactions just dont post to the Cash drawer managemet system. It's got to be a bug.

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

Tom — Wed, 04 Jan 2017 19:44:51 GMT

Hi @frictionjewelry, thanks for circling back and I'm sorry to hear that you're still encountering trouble with this.

Is there any chance that one of your devices is a smartphone? If so, I wanted to point out that cash drawer management isn’t available on smartphones at this time. We are aware that this can cause confusion for reporting — our Product Liaison team is tracking this issue and we'll be sure to announce any improvements.

I want to make sure we have a closer look at these missing cash transactions. If you have any specific cash payments that aren't showing up, please send related the amount, date/time, and the device used to our Support Team directly — we'll then be able to escalate this for further review. Any additional information on a specific discrepancy you're seeing will help us report this to the appropriate team. Thanks for your help with this.

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

JasonDunigan — Thu, 17 Aug 2017 17:20:44 GMT

We have been having the same issue I beleive. The drawer report shows that there is $250, the sales report shows $300. MIne always seems to be off where the sales report is showing more sales than the drawer report. I called the customer service line and they could not address the issue. This year I called again and they asked me to have the sales agents keep a log of all cash transactions, very difficult when the store gets busy. I have identified transactions that do not exist on the log that was kept on the slower days.

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

FrontDesk — Fri, 22 Dec 2017 04:35:18 GMT

Found the answer (see below).

Thanks for the question. Having the same problem, and trouble shooting a drawer that has been open for a little over 1 year (yeah, just let that go).
The drawer sales and the dashboard cash sales are off by $153.40.

With report sales being $153.40 GREATER than the drawer sales.

In one year of data there are 4 transactions different than all the others:

3 sales done with a different device name than the device the drawer was opened on, totaling $171.40

Indicating the drawer sales report did not include the sales done by another device.
The dashboard cash sales report does include these sales from another device.

and

1 cash refund totaling ($18.00). Note: This was a partial refund of a cash transaction. Credit card refunds do not seem to be relevant to this problem.

Indicating the drawer sales report did not include the Cash refund even though this refund was done on the device that has the "drawer", and the original transaction that was refunded was also done on the device with the "drawer".
The dashboard cash sales report does include the cash refunds.

That is it. A combination of a bug with cash refunds, and 2 devices not able to share a cash drawer.
Hopefully this will help the Square team fix this, if it has not been addressed already. Definitely frustrating until you have the right combo of data to pull from for diagnostics.

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

LostShirt — Fri, 30 Mar 2018 12:47:48 GMT

We're currently experiencing this issue where the drawer report doesn't match the sales summary report for cash sales. We use two devices, the Square stand with ipad controls the drawer. Then we have a Samsung tablet. It's happened twice this week. All with cash sales. Advice on fixing??

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

TheBanksVault — Fri, 30 Mar 2018 20:44:56 GMT

We have had this problem as well. We changed our way or taking cash sales to only use the one device attached to the cash drawer. It has helped our end of day report get closer to the real thing. If someone is wanting to split cash/credit in a tablet we seem to be off the drawer by the amount of the cash sale. Hope that helps.

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

RoastyRooster — Tue, 29 May 2018 19:24:32 GMT

We have the same problem. We don't have a lot of employees, & the drawer is well managed, so I'm pretty sure it's a problem with the system. It seems like my online Sales Report is most accurate. I'm tempted to never use the Cash Drawer Report~ it seems to make more chaos trying to figure out what went wrong, when that Sales Report online is very close or correct!

Does Square have any suggestions?

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

Helen — Wed, 30 May 2018 22:45:08 GMT

Hi @RoastyRooster! I'm really sorry to hear your Cash Drawer Report isn't accurate. Can you go ahead and call our CS team to report this? I can't check your account activity or sales reports from the Community but if you give us a call a team member can check everything for you, and open a ticket with our engineering team if necessary.

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

Boondocks — Fri, 22 Jun 2018 04:55:41 GMT

Oh my god Ive been pulling my hair out over this issue for 8 months... why has this not been fixed? My drawer last weekend alone was in the negative over $650 dollars!

I've paid plenty off fees for this app and this random guy tells you the fix 6 months ago and yet you probably want to sell me on your paid restaurant POS rather than fix the problem with this one!

If this program cant track money what good is it? Is that not its sole purpose? So dissapointed 😕

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

katieand — Mon, 25 Jun 2018 16:46:07 GMT

Hi @Boondocks - Have you tried giving our CS team a call to sort this out like Helen suggested? We can't look into account specifics in the community, but if you give one of our team a call, they should be able to help you get this sorted.

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

mobilecafe — Wed, 18 Jul 2018 02:21:25 GMT

This is my issue too! I’m the only one that handles the actual cash, but the transactions are handled on a Square Register stand with iPad that has the drawer attached, and on an iPhone too. It appears the iPhone transactions of cash are not included in the Cash Drawer report but is on Cash Sales Report. UGH! Sooo many errors I have to go back and correct in my accounting.

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

EJ_ — Thu, 19 Jul 2018 18:06:49 GMT

Hi @mobilecafe

While I can't dive into account specifics, Cash Drawer Management and the Cash Drawer Reports are handled on a Per-Device basis.

You'll want to enable Cash Drawer Management for each device if you want to track the Cash in and Cash out.

You can then view each devices specific report from your Dashboard in the Cash Drawers section of your Sales Reports.

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

frictionjewelry — Thu, 19 Jul 2018 18:30:51 GMT

How do you enable cash drawer management on iPhone?

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

EJ_ — Thu, 19 Jul 2018 21:14:01 GMT

@mobilecafe Sorry for my confusion here. @frictionjewelry This feature is only available on an iPad or Tablet.

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

frictionjewelry — Thu, 19 Jul 2018 21:45:51 GMT

Why is it not available on iPhone ? The phone is much more handy vs tablet it a lot of retail situations. Apple uses them in their stores, Nordstroms. Etc

Re: "Cash Sales" on Cash Drawer management report do not match actual, Dashboard "cas

EJ_ — Mon, 23 Jul 2018 18:22:20 GMT

@mobilecafe Most mobile payments usually don't include the use of a Cash Drawer, so it might be something that slipped through the cracks when the feature was built. Counter top solutions are likely to have a physical Cash Drawer for Pay in and Pay outs, so that's the main target audience for the Cash Drawer Management Feature.

I can definitely see how this could help make things easier for reporting, so I'll pass your business case over to that product team and maybe we can get the ball rolling on an improvement or product update.