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A sale is missing from my sales ledger

Problem

There is physical proof of a sale (ie, printed receipt) but the sale is missing from the sales ledger 

Setup

  • Retail POS for Mac or PC
  • Retail POS on iPad

Cause

  • Errored Sale
  • Sale was printed while it was parked (iPad only)
  • A network error at the time of the sale

Solution

Check for Errored Sales 

On iPad

  1. Open the side menu
  2. If there is an errored sale warning, tap the warning to attempt to sync
  3. If the sync fails, follow these steps to send the sale to the Retail POS support team

On Mac or PC

  1. Click Sell
  2. If there is an errored sale warning, click the warning to attempt to sync 
  3. If the sync fails, follow these steps to send the sale to the Retail POS support team

Sale was printed while it was parked (iPad only)

  1. On the printed receipt, check if the To Pay total is $0.00
  2. If there is a To Pay amount, the sale was printed while it was Parked and was not actually completed

Recreate Sale

  1. Navigate to Sell
  2. Add the products, discounts etc to mirror the previous sale
  3. Click Park Sale
  4. Add a note if required, then click Park Sale
  5. Navigate to Sales Ledger
  6. Locate the sale
  7. Click to expand
  8. Click Apply payment/refund
  9. Select the payment type from the drop-down
  10. Type the amount (for a refund type -X)
  11. Select the register from the drop-down
  12. Select a date/time for the payment
  13. Click Save
  14. Back on the Sales Ledger, locate the sale again
  15. Click to expand
  16. Click Edit Sale
  17. Enter the correct sale date and time 
  18. Click Save

Additional Information

  • When manually applying a payment to a sale, the payment will be contained in the current open Register Closure.
  • It is possible for an errored sale to be cleared accidentally
  • The sale will have to be recreated using these steps so that it will be represented in your reporting

 

 

 

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