Cash Sales' Numbers in Drawer Report & Sales Summary Do Not Match

[justsqitco]

Hi Square,

One of my clients is facing a problem where the cash sales numbers in the drawer report & sales summary are not the same. 

The incident happened on July 22, 2022. The cash sales value showing on the drawer report was $125.25, but it was showing $72.85 in the sales summary. Aren't these 2 numbers supposed to be in sync as in being fetched from the same field in the database coming from a technical perspective? 

Another interesting fact was, my client told me that the cash amount was also $125.25 after the cashier manually counted it before they ended the cash drawer. So it seems like the number on the drawer report was correct, and the number on the sales summary was wrong? But how?

So then I did a deeper investigation myself into their transaction history. They only had 2 cash sales that day, and the sum of both was actually $72.85 which got me super confused. 

What am I missing here?

FYI I tried to attach screenshots onto this thread but it seems like the system does not allow me to do so(yet?). Please let me know if you need any more info from my end for investigation.

[Ria]

Hi @justsqitco - Welcome back to The Seller Community  😊

Great Question.

I'm happy to take a further look into this for you.

Are you able to attach the screenshots in a separate post? They would be very helpful in evaluating if this is an account specific issue that our support needs to review or if it is something we can tackle right here in the seller community. 

As always, feel free to stop by The Community with question, concerns and even feature requests. We are more than happy to assist. ✨

[justsqitco]

Hi Ria,

Thanks for reaching out. Here are the screenshots:

Sales Summary

Drawer Report

The seller's account email is [redacted for seller privacy] if needed for investigation!

[Ria]

Looks like this is more of an account specific matter @justsqitco. 

Due to the public nature of The Seller Community we are unable to access specific account details through The Community. For assistance with your account, Feel free to send send a message using this contact form. Our support team will be happy to assist in resolving the matter on your account. 

Phone support is available Monday - Friday 6 AM - 6 PM PST. The telephone number is (855)700-6000.

[Michael_L]

Are there any refunds in the reporting period? Those always throw off the numbers, I don't find the way cash sales are tabulated very intuitive but so far it has always balanced out when I dug in deeper.

[MCBC]

Do they use multiple devices. Is it possible accepting a cash transaction on the device that is not running the cash drawer throws off the reporting of the cash drawer?

[MayaP]

You can accept cash on a device that does not run a cash drawer but it will not show in the reporting. Cash Management is device-specific. 

[BethWagner]

I was at a convention this past weekend and I know that I manually entered more than two sales via Square, however my report only records two sales having taken place. (All sales were cash tender)

[_Violet]

Hi @BethWagner - I'm sorry to hear that this issue with your transactions has brought you to the Seller Community! 😥

This does sound off, but it's difficult to pinpoint what may be happening without looking at your account and reports with you, which we aren't able to do via the Seller Community. For this type of issue, I suggest that you get in touch with our Support Team. If you haven't already, please reach out to Support directly by logging into your Square account and heading here.