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Troubleshoot sales and payment discrepancies

Sales totals in Oolio One Insights, Shift Summary and bank payouts may differ because each records activity at a different point in the sales and payment process.

Use this guide to understand how each total is calculated and investigate common causes of differences between them.

Understand how sales and payments are recorded

Before investigating a discrepancy, it is important to understand 'when' a sale is recorded in Oolio One Insights, 'when' it is included in a Shift Summary, and 'when' the corresponding payment is included in a bank payout. Differences in when orders are created, paid and closed can result in different totals being reported for the same period.

Oolio One Insights

Oolio One Insights records sales activity based on the calendar day an order was created.

  • A sale appears in Insights when items are added to the order, regardless of when the order is paid or whether the Shift has been closed.

Shift Summary

A Shift Summary reports sales from orders that have been fully paid and closed within the Shift's start and end times.

  • This means an order can appear in Insights for one calendar day but appear in a Shift Summary when it is paid on a different day.

Bank payout

A bank payout or settlement represents money deposited into the bank account from successful electronic payment transactions processed by the payment provider.

  • The bank payout represents processed payments rather than POS sales so, it may differ from the sales figures recorded in Oolio One.

  • Insights Gross Sales are higher than the Shift Summary

  • One possible cause is an order that was created during the reporting period but remained open when the Shift was closed.

  • For example:

    • Ten $100 orders are created, giving Insights Gross Sales of $1,000.
    • Nine orders are paid and closed before Shift End.
    • One $100 order remains open.
    • The Shift Summary includes $900 from the nine completed orders.
    • Insights includes the full $1,000 based on the orders created during the reporting period.

Check open orders

Review Open Orders in POS and check whether any orders included in the Insights reporting period remained open when the Shift was closed.

  • Insights Gross Sales are lower than the Shift Summary

  • One possible cause is an order created on an earlier calendar day being paid and closed during the current Shift.

  • For example:

    • A $100 order created yesterday remains open.
    • Ten new $100 orders are created today.
    • All ten new orders and yesterday's open order are paid during today's Shift.
    • The Shift Summary includes $1,100 because all eleven orders were paid during the Shift.
    • Today's Insights Gross Sales include $1,000 from the ten orders created today.
    • The $100 order created yesterday remains reported against yesterday in Insights.

Check orders included in the Shift

Review the orders included in the Shift and check their creation dates.

  • An order created on an earlier day but paid during the current Shift can cause the Shift Summary to be higher than Insights for the same calendar day.

  • Bank payout is higher than the Shift Summary Card total

  • One possible cause is a successful standalone EFTPOS payment where the corresponding POS order was not completed using Manual EFTPOS.

  • For example:

    • One $100 order is paid using integrated EFTPOS.
    • Another $100 payment is successfully processed using a standalone EFTPOS terminal.
    • The second order is then voided in POS instead of being completed using Manual EFTPOS.
    • The Shift Summary records $100 in Card payments.
    • The payment provider has processed $200 in successful Card transactions.

Compare standalone payments with Manual EFTPOS

Open the Oolio Pay Dashboard and review the transactions for the required date.

  • Standalone payments display a timestamp as the transaction reference.

  • Compare the standalone transactions in Oolio Pay with the Manual EFTPOS transactions recorded in the Shift Summary to identify any payment that does not have a corresponding POS transaction.

  • Bank payout is lower than the Shift Summary Card total

  • One possible cause is an order being completed using Manual EFTPOS in POS without the corresponding payment being processed on the standalone EFTPOS terminal.

  • For example:

    • One $100 order is successfully paid using integrated EFTPOS.
    • A second $100 order is completed in POS using Manual EFTPOS.
    • The second $100 payment is not processed on the standalone terminal.
    • The Shift Summary records $200 in Card payments.
    • Only $100 was successfully processed by the payment provider.

Compare Manual EFTPOS with standalone payments

Open the Oolio Pay Dashboard and review the transactions for the required date.

  • Standalone payments display a timestamp as the transaction reference.

  • Compare each Manual EFTPOS transaction in the Shift Summary with the standalone transactions in Oolio Pay.

  • A Manual EFTPOS transaction without a corresponding payment may explain why the Shift Summary Card total is higher than the bank payout.

  • Still unable to identify the difference?

  • If the figures still cannot be reconciled after checking these scenarios, contact Oolio Support with:

    • The affected Shift date
    • The relevant order numbers
    • Details of the figures being compared