This guide is designed to help you understand the common reasons for discrepancies between the sales figures you see in Oolio Insights, your end-of-shift summaries, and your actual bank payouts.
Key Concepts: Oolio Insights vs. Shift Summary
-
Oolio Insights: Think of this as your live, real-time business overview. A sale is recorded in Insights the moment an item is added to an order. It reflects all sales activity based on the calendar day the order was created, regardless of when it was paid or if the shift is closed.
-
Shift Summary: This is a report for a specific work period. It only includes sales from orders that have been fully paid and closed within that shift's start and end times. It is based on payment time, not order creation time.
-
Bank Payout / Settlement: This is the actual amount of money deposited into your bank account from electronic payments (e.g., EFTPOS). This report is only concerned with successful card transactions processed by your payment provider.
Troubleshooting Common Discrepancies
Here are the four most common questions and their likely causes:
1. Why are my Gross Sales in Insights HIGHER than my Shift Summary?
This is the most common scenario and is almost always caused by open orders.
-
Primary Reason: You have orders that were created today but were not paid for and closed before the shift ended.
-
Example: You have 10 tables, each with a $100 order. At the end of the day, you close your shift, but one table is still open.
-
Oolio Insights sees all 10 orders created today, showing Gross Sales of $1,000.
-
Your Shift Summary only includes the 9 paid and closed orders, showing Gross Sales of $900.
-
-
How to Check: Before closing your day, review the "Open Orders" section in your POS to ensure all completed orders have been finalized.
2. Why are my Gross Sales in Insights LOWER than my Shift Summary?
This usually happens when you process payments for orders that were created on a previous day.
-
Primary Reason: Your shift includes payments for "old" orders from a previous calendar day.
-
Example: Yesterday, you left a $100 order open. Today, you create 10 new orders worth $100 each. You then close both today's 10 orders AND yesterday's open order during your shift today.
-
Your Shift Summary will show $1,100 in sales ($1,000 from today + $100 from yesterday).
-
Oolio Insights for today only cares about the 10 orders created today, so it shows Gross Sales of $1,000. Yesterday's $100 sale is correctly recorded on yesterday's date in Insights.
-
-
How to Check: Review the orders in your shift report. If you see an order with a creation date from a previous day, this is the cause.
3. Why is my Bank Payout HIGHER than my Shift Summary's Card Totals?
This indicates that you received money for an order that is not reflected in your final sales report. This often relates to how standalone EFTPOS payments and voided orders are handled.
-
Primary Reason: A payment was successfully taken on a standalone EFTPOS terminal, but the corresponding order in the POS system was voided instead of being marked as paid with "Manual EFTPOS".
-
Example: You have two separate orders for $100 each.
-
Order 1 is paid for correctly using your integrated EFTPOS for $100.
-
For Order 2, the customer pays $100 using your standalone EFTPOS machine. The payment is successful. However, back in the POS, the staff member accidentally voids the order instead of selecting "Manual EFTPOS" to close it.
-
Your Shift Summary will only show $100 in card totals (from Order 1).
-
Your Bank Payout will be $200, because both separate EFTPOS transactions were successful.
-
-
How to Check: In the Oolio Pay Dashboard, find the transactions for this day. All transactions with a timestamp as a reference are standalone payments. Compare these with each "Manual EFTPOS" transaction in your shift breakdown. In most cases, the POS has not fully recorded all of the Manual EFTPOS transactions.
4. Why is my Bank Payout LOWER than my Shift Summary's Card Totals?
This is a critical issue as it means you have recorded sales that you were not actually paid for. This is most often due to human error with standalone EFTPOS terminals.
-
Primary Reason: An order was marked as paid using the "Manual EFTPOS" payment type in the POS, but the transaction was never actually processed on the standalone EFTPOS machine.
-
Example: You have two $100 orders. One is paid via an integrated terminal. For the second, your staff member selects "Manual EFTPOS" in the POS to close the table but gets distracted and forgets to charge the customer's card on the separate machine.
-
Your Shift Summary will show $200 in card payments ($100 from integrated, $100 from "Manual EFTPOS").
-
Your Bank Payout will only be $100, as only one transaction was actually processed.
-
-
How to Check: In the Oolio Pay Dashboard, find the transactions for this day. All transactions with a timestamp as a reference are standalone payments. Compare these with each "Manual EFTPOS" transaction in your shift breakdown. In most cases, you will not be able to find a corresponding card payment in Oolio Pay for a "Manual EFTPOS" transaction recorded in the POS.
If you have reviewed these scenarios and still have questions, please don't hesitate to contact our support team with the specific shift date and order numbers.