Comps Not Showing On Sales Report on Square Register

[DavidOhmann]

We have a fairly new Square Register. We are a bar that uses a ticket (tab) for employee meals that is comped at the end of business. The comped ticket will not reflect on the Sales Report on the Square Register, but does show on the Square Point of Sale app for iOS and the dashboard.  We do all of our reporting from end of day close outs, so it is important that the report printed off the register is accurate.

I have spent hours on the phone with support on the issue. If you do a factory reset of the Square Register, the comps will appear in the report on the register, but future comped tickets don’t show up.  Any help would be greatly appreciated.

[Laurie_]

Hi @DavidOhmann,

Thanks for reaching out to us. 

As far as I'm aware, the ability to view Comps and Voids reporting is currently only accessible through the online Square Dashboard. Once enabled, you can navigate to your Reports section, where you'll find new tabs for Discounts and Comps and Voids.

1. From your online Square Dashboard, visit Reporting > Reports.
2. Select Comps or Voids from the Reports menu.
3. Use the Reports filters at the top of the page to search for specific times or try the Advanced options.

I'm interested in understanding how you're currently accessing this report through your Point of Sale app, as I'm unable to find the same option when testing on my end.

In your reply, are you able to include a screenshot of your screen after navigating to More > Reports? 

[DavidOhmann]

Hi Laurie,

We can see the comps in the Sales Report under the section that says "Discounts & Comps" and the comps also reflect in the Gross Sales amount.  I have attached a photo below from my iOS app.  These are the correct numbers.  On the Cash Register, the report will look exactly the same except the number of sales won't include the comp tickets, the gross sales won't reflect the comp amount, and the Discount & Comps section will show discounted items, but not include the comped ticket.  If we factory reset the register, the numbers will show correctly on it, but any future comped tickets don't reflect on the register. 

[frances_a]

Hello @DavidOhmann

Thank you for including this screenshot, it was helpful. 

This is a bit of a wild card, but are the items being comped on the Register itself? 

Or is someone jumping in from a different device to comp the tab at the end of the day? 

Also, is the reporting on the Register set to All Devices or This Device Only?

This filtering choice can cause the discrepancy you are seeing between reports. 

Let me know! 

Thank you ✨

[DavidOhmann]

All transactions are done on the register itself, including the comp ticket.  Both "All Devices" and "This Device Only" show the same information.  I've even expanded the date range and comps from other days also don't reflect.  I'm about to get off of job #1 and head there to call Square and troubleshoot again.

[MayaP]

Hey @DavidOhmann, I think speaking with support for now is the next best route. They can take a deeper dive into your settings and reports to determine what is going on. If you are still having any issues don't hesitate to reach back out. 

[DavidOhmann]

Thank you @MayaP  🙂.  I called support yesterday and spent a while on the phone with them.  We did find that the comps show when "Add Devices" is selected, but unable to figure out why, as the comps were done on that device.  They eventually tried to tell me it was my fault because we have an iPhone doing transactions on our system (we don't).  I asked her what item was sold on this iPhone and she said coffee, which isn't an item we sell, so I'm not sure what is all wrong.  She seemed reluctant to help further and gave me a case number, 90298593.  Thank you for any help you can provide.

[MayaP]

I am happy to help in any way I can @DavidOhmann!  I did review your case. To confirm when you select "All devices" the reporting matches correctly and shows the comps right? So now the issue is you're trying to determine how the coffee item was sold from your iPhone not the register? I would look at your dashboard under devices and confirm that there is nothing else besides the register on the account. If the item was sold on a different device that could be causing the reporting to be off. 

[DavidOhmann]

The report does show correct when "All Devices" is selected, but the Comp is done on the Register, so it should show on that device.  The coffee issue is completely separate.  Square support shows a coffee sold on an iPhone, but we don't make sales on iPhones, and coffee is not an item we sell.  I'm not sure who's account the support rep was looking at, but it wasn't our.  Bottom line, we just need the comped ticket to show on the device it was performed on.

[frances_a]

Hello @DavidOhmann 

Jumping in again! 

I'm truly sorry about the whole coffee confusion. 

When I initially replied yesterday, I did escalate your concern to our team after replying to you, in case the "This Device Only"/"All Devices" trick didn't fix this issue. 

I was told we experienced a slight delay in updating that reporting field, but to go ahead and reach back out if you were still experiencing issues. 

I see the issue is still affecting your report, so I reached out to the team again. 

Although here in the Community, we don't get case numbers the way our support team does, either I or someone from my team will be able to let you know once we receive updates on this. 

Thank you ✨