Online store sales not appearing in Sales report although the item shows "Sold out" online

[NorthCountryArt]

We have items in a category called NCAC Fall Art Show 2025 which we know people purchased in our online store. 

When you reports, only 4 items show from that category; however, we know there are at least 10 items that sold.

We are also missing transfers/transactions from Jotform sales as well.

Basically, sales from the online store are not syncing in the reports and we are having to try to balance our bank account transactions, which defeats the purpose of having Square. 

How do we fix this?  We have commissions we need to pay artists, but can't because our data isn't accurate.

[TheRealChipA · Accepted solution]

Hi @NorthCountryArt.. Rather than guess which report you are running, and which device you are running it on, can you please provide that very specific information?  Some reports -- especially POS reports -- can filter for only their devices.  Others have filters that you might have inadvertently activated (or activated in a previous run) that are still active.  Anyway, let me know which report(s) and which device(s) for each.  I'll see what I can do.

[Sammie_C]

Hi @NorthCountryArt, I appreciate you reaching out!

To make sure I get you the best answer, I am going to tag in to a couple of our Square Champions on this one. @TheRealChipA and @ryanwanner, do you all have any wisdom on this inquiry?

If not though, I can always reach out to our internal teams to see if this is possible.

[TheRealChipA · Accepted solution]

Hi @NorthCountryArt.. Rather than guess which report you are running, and which device you are running it on, can you please provide that very specific information?  Some reports -- especially POS reports -- can filter for only their devices.  Others have filters that you might have inadvertently activated (or activated in a previous run) that are still active.  Anyway, let me know which report(s) and which device(s) for each.  I'll see what I can do.

[NorthCountryArt · Accepted solution]

The report we ran was simply viewing sales by the item category - nothing special.

So we determined the issue. 

When we created the items and put them in the Fall Art Show 2025 category, we created the online store to display that category. However, only 70 of the 120 items in that category showed up for purchase . We never determined why that was an issue. And what we had to do was edit something in all of the 50 items that didn't display.

The items that didn't show up in sales were in the batch of those 50. We have since resolved that problem, so it isn't possible to go back and determine root cause because we had a time crunch to get things sold.

Thank you for your assistance. Next year we will publish things sooner so hopefully this doesn't happen again.