Online dashboard sales report is different than the Square Register sales report.

[Robyn0129]

When using the online dashboard on my computer my sales report is different (usually less by at least half) than the sales report I can print directly from the square register. I have tried to get Square support to figure this out but it seems like they don't understand the issue and so they can't figure out why the reports are different. I was hoping someone else may understand and help me figure a way to explain it to them. It seem pretty straight forward to me. It's probably a settings issue but I haven't been able to figure it out. 

[Candlestore]

@Robyn0129 ;

1) Delays in reporting from the Register through the Internet to your Square Dashboard.

2) Maybe you have your Dashboard using a filter that is not on the register?

Could you provide Screen shots of the difference maybe we could see what is causing the discrepancy.

I already messed up looking at reports between 2 different days by accident and was thinking something along what your thinking.

[Robyn0129]

Screenshot is not possible right now as I am not at the register. I have included an example,

1) Delays in reporting from the Register through the Internet to your Square Dashboard.

It’s definitely not a delay. I can go back months and see this discrepancy. 

At this time I can share that according to the Square online dashboard my total gross sales is $7923.95 for the month of October. However my total gross sales on the Square Register report is $25,985.02. That’s a huge difference. I appreciate that there may be a few transactions that aren’t included due to settlement times but not this many. Like I mentioned I can go back to January of this year and see this kind of discrepancy. 

I was poking around today and discovered that the number of items I sold is different. So for instance according to the Square online dashboard I sold 6 of ACX Vitamin but the Square sales report from the Square register says I sold 12.

2) Maybe you have your Dashboard using a filter that is not on the register?

This is what I suspect but I have not been able to determine the difference between the two. I have clicked around the online dashboard everywhere that I know of and was hoping someone could tell me where I am supposed to look to make sure the settings are all the same. There are a lot of differences on the register compared to the dashboard. 

[Candlestore]

@Robyn0129 ;

Delays I am ruling out lol   7500 to 25000 is not a delay.

So i am attaching a screen shot of my Wholesale store..... I disabled this after it did not work as I thought.  So this has NO sales data.   At the top circled in Red are areas that you can Filter your data by.  Click each one and apply all to them to see all data, and in the date area make sure you have selected the same date range on the Dashboard as you do on the POS.  Do you also have an online store with Square.  Meaning your POS might show sales there of 7500 and the other 18,000 were Online sales?  The POS will show sales through it but might now show your online sales...???

Below is the Dashboard..... Circled in red   Date Range filter.... Time frame filter, Location filter (Wholesale), Summary, Display by and Filter By are all adjustable in your Square Dashboard.

[Robyn0129]

I thought you'd get a laugh at that. 🤣

Ok so here is a screenshot of that area. Notice that wholesale (location) is not even visible for me.

 

I do have an online store. When I display by source it shows this:

So it is picking up those transactions. I clicked all those filters changing the location and devices and got the same result. I only have one device in one location. 

I do know that it is an online dashboard issue because my sales report printed from the register matches the amount of money that is deposited into my bank account. Plus the number just make sense given the number of clients we see.  

I appreciate the help. I guess I'm going to try support again tomorrow. Maybe they will understand this time. 🤞

[Candlestore]

@Robyn0129;

Not sure why this is happening, I do not work for Square just another user trying to help you.  Did you try looking at your Transactions Summary instead of looking in reports?  this might give you a better result?