Who is this for?
StoreHub merchants who are confused by different numbers in their reports, need to combine online and offline sales data, or want to fix tallying errors.
Overview
This guide explains why your daily sales report doesn't match your transaction logs (usually due to refunds or cancellations) and shows you exactly how to find and fix them using your StoreHub BackOffice and a simple spreadsheet.
Before You Begin
Access to your StoreHub BackOffice.
A computer with spreadsheet software (e.g., Microsoft Excel, Google Sheets, Apple Numbers) for analyzing exported CSV files.
Understanding of your store's transaction types (offline, online, refunds, cancellations).
Understanding Offline vs. Online Sales
It's important to know the difference between offline and online transactions when reviewing your reports.
Offline Transactions: These are orders made directly at your Point of Sale (POS) device, regardless of internet connection. Examples include dine-in or take-away orders paid at the counter.
Online Transactions: These orders are placed through integrated platforms like Beep Delivery, QR Order & Pay, your Webstore, or third-party platforms (e.g., Foodpanda).
How to Locate and Export Offline Transaction Reports
To get a detailed breakdown of your in-store sales, you can export the 'Offline Transactions' report.
1. In your BackOffice, go to 'Offline Transactions'.
2. Filter the 'date range' for the report to match the period you want to analyze.
3. Click 'Export CSV'.
4. Once downloaded, open the CSV file with your spreadsheet program. For clearer analysis, filter and delete rows where the 'Is_Cancelled' column shows "True" to remove cancelled transactions.
Note:
StoreHub only kept reports for the past two years. If you need older sales data, you must manually export and compile these reports from both 'Offline Transactions' and 'Online Orders' sections regularly.
Reading Payment Methods in the Offline Orders Report
After exporting, you can see how customers paid for offline orders.
1. In your exported CSV file, scroll to the right until you see the 'Cash' column. From this point, you will see columns for all other payment methods you've set up for your store.
2. Offline orders can be paid by 'Cash', 'Credit', 'Debit', and any other custom payment methods you created in 'Payment Options' in your BackOffice.
How to Locate and Export Online Order Reports
To get a detailed breakdown of your online sales, you can export the 'Online Orders' report.
1. In your BackOffice, go to 'Online Orders'.
2. Filter the 'date range' for the report to match the period you want to analyze.
3. Filter by 'Channel' options (e.g., 'Beep Delivery', 'QR Order & Pay', 'Webstore').
4. Click 'Export CSV'.
5. Once downloaded, open the CSV file. For analysis, remove cancelled transactions by deleting rows where the 'Status' column shows "Cancelled".
Reading Payment Methods in the Online Orders Report
After exporting, you can see how customers paid for online orders.
1. In your exported CSV file, scroll to the right until you see the 'Payment Method' and 'Payment Type' columns.
2. Under the Payment Method column
Offline payment methods - Payments made at the cashier, completed on the POS register:
Cash = Payments made at the counter with cash
Custom payment method added from the BackOffice = In this example, Online Transfer is a custom payment method. You may have added other payment methods too that show up in your POS register at the checkout page.
Online payment methods - Payments made on customer’s phone via the Beep app:
Online Banking = Online payments made from customer’s bank
Apple Pay, Touch n Go, Grab Pay = Online payments made using customer’s digital cards or e-wallets.
3. Under the Payment Type column:
Paid at Counter = The customer walked to the cashier to pay either using cash, card or QR. The payment is processed on your POS register.
Paid Online = The customer paid via the Beep app using Online Banking, Touch n Go, Grab Pay, or Card. The payment is processed on the Beep app.
Resolving Reporting Discrepancies
Sometimes, reports show different numbers because of how they handle refunds or updates. Here is how to fix common tallying issues.
Common Reasons for Discrepancies
Item | Reason |
Cancelled Transactions | These are often hidden in sales reports but appear in raw CSV files. |
Refunds | Refunds reduce your total sales but may need manual adjustment in CSV files. |
Update Timing | Reports like 'Sales Over Time' update every two hours, while 'Offline Transactions' update instantly. |
Formulas | Different reports may use slightly different calculations. |
Wrong Branch | Ensure you are comparing data for the same store/branch. |
Troubleshooting
Daily Sales and All Transactions Amount Does Not Tally
If your POS 'Daily Sales' report doesn't match your exported CSV, the issue is usually 'Cancelled Transactions' or 'Refunds'.
Step 1: Cancelled Transactions
1. Export your 'Offline Transactions' report to CSV (steps above).
2. Open both your 'Daily Sales' report and the 'Offline Transactions' CSV side-by-side.
3. In the 'Offline Transactions' report, find the 'Is_Cancelled' column.
4. Filter this column to show only "True", then delete these rows. This removes them from your total calculation.
Notes:
"True" means the transaction was cancelled.
"False" means the transaction was not cancelled.
5. Highlight the 'Total' column in your cleaned 'Offline Transactions' report and look for the 'SUM' at the bottom of the page (or use a SUM formula).
6. The 'SUM' of the 'Total' column in your cleaned 'Offline Transactions' report should now match the 'Total Sales' in your 'Daily Sales' report.
Step 2: Refunds
Refunds are money going out, so they must be treated as negative numbers.
1. Open your 'Offline Transactions' report (or 'All Transactions' report) CSV.
2. Find the 'Transaction Type' column and look for 'Return'.
3. For every "Return" row, go to the 'Total' column and add a minus sign (-) before the amount (e.g., change '50.00' to '-50.00').
4. Highlight the 'Total' column (including the newly negative refund amounts) and look at the 'SUM' at the bottom of the page.
Sales Over Time vs. Shift Report Discrepancies
If your 'Sales Over Time' (SOT) report does not match your 'Shift Report' totals, it is usually because your business operates past midnight (e.g., a bar or 24-hour store).
The Logic
'Sales Over Time Report' strictly follows the calendar day (12:00 AM to 11:59 PM).
Shift reports are generated based on the configured closing time, not the calendar date.
In this example, the closing time is set to 2:00 AM, so each shift report runs from 2:00 AM to 2:00 AM.
Because the reporting day closes at 2:00 AM, any activity between 1:00 AM and 2:00 AM on Jan 1 is still considered part of the Dec 31 shift report.
Therefore:
A shift that runs from 1:00 AM on Jan 1 to 2:00 AM on Jan 2 is split across reporting days:
The portion from 1:00 AM–2:00 AM on Jan 1 appears in the Dec 31 shift report.
The Jan 1 shift report includes only activity from 2:00 AM on Jan 1 through 2:00 AM on Jan 2.
In summary
Shift reports follow a 2:00 AM–to–2:00 AM cycle, based on the closing time, rather than a midnight-to-midnight calendar day.
Viewing Combined Sales Reports
The 'Sales Over Time' report combines both offline and online sales for an easy overview.
1. In your BackOffice, go to 'Reports'.
2. The page will show you 'Sales Over Time' report.
2. This report shows total sales from all sources.
Note:
This report updates every 2 hours. For real-time data to close a shift, use the CSV export method described above.
General Tips for Reconciliation Accuracy
To-Do | Tips |
Consistent Filters | Make sure date ranges are the same on all reports you compare. |
Exclude Non-Sales | Always remove cancelled and returned items from your calculations. |
Manual Compilation | If you have missing historical data, you may need to manually export and combine older reports. |
FAQs
1. How do I view Total Sales for Online & Offline (POS + QR Order and Pay)?
You can view combined sales in the 'Sales Over Time' report:
1. Click 'Filters'.
2. Select 'Transaction Channel' as the Field Name.
3. Choose both 'Offline' and 'QR Order and Pay' as the Field Values.
4. Click 'Apply'.
2. How do I view Sales by Transaction Channel (e.g., Delivery vs In-Store)?
Go to the 'Sales Over Time' report, click 'Group By', and select 'Transaction Channel'. This will show you a breakdown of sales separated by channel (e.g., Beep Delivery vs. Offline) on the chart and table.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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