Analytics Troubleshooting

The Analytics section of BackOffice is where you can find your transaction history, reports, and review register activity. This page focuses on solving issues related to the reporting found under Analytics.

Table of Contents

Analytics Dashboard Issues

This section covers some common Analytics Dashboard issues.

My totals don’t match the Z Report or bank deposit.

Reporting discrepancies can occur as the result of an issue with the iPad’s internet connection. With a poor connection, sales from the register may be unable to sync to BackOffice.

  1. Sign into ShopKeep as a manager and open the Diagnostics screen.

    Not sure where to find the Diagnostics screen? Visit this support article for help.

  2. Note the number of items next to 'Pending Queue' and tap 'Force Get Updates'.

If ShopKeep is able to sync with BackOffice, follow these steps:

  1. Wait 10 minutes and check the 'Pending Queue' again.
  2. If the queue has decreased, wait until it reaches 0.
  3. Check the Analytics Dashboard, it should be up to date.
If ShopKeep CANNOT sync with BackOffice, follow these steps:

There is still an issue with the internet connection. After each step, tap Force Get Updates.

  1. Check that the iPad is connected to the right WiFi network.

    If it is not, reconnect the iPad to the correct network.

  2. Try to load a website or perform another action that requires internet.
  3. Ask someone familiar with the network setup to reboot the modem / router.
  4. If problems persist, contact your internet service provider.

I tried to calculate tax on my own and it does not match ShopKeep.

Tax is figured on a per-item basis and there is rounding involved, so multiplying a tax rate by total net sales may not always equal the true tax amount.

Here are some more reasons why your own tax calculations may not match the Analytics Dashboard:

  • Untaxed sales increase net sales, but do not add to the total tax collected.
  • If you have multiple tax groups, all items may not be taxed at the same rate.
  • IMPORTANT: Sales tax figures in reporting are estimates based on how you have configured your Tax Groups in BackOffice. For official filings, always verify your current local rates, then manually calculate tax using net taxable and non-taxable revenues. Be aware that tax laws can change at any time and you should contact a tax professional for specific tax advice regarding your business.

    To learn how tax is calculated in ShopKeep, visit the Sales by Tax Group Report article.

    Net COGS (cost of goods sold) on the Summary View looks wrong.

    As you receive inventory, Cost updates to a weighted average of an item’s current cost & its new receiving cost. If your COGS looks wrong, it is possible you have not accounted for this weighted average calculation. Visit the Weighted Average Cost article to learn more or to disable weighted average cost.

    It is also possible that some items have no Cost or the wrong Cost. Follow the steps below to check your costs and update them if necessary.

    1. Run the Stock Items Export.
    2. Open the export and look for items with no 'Cost' or the wrong 'Cost'.
    3. Use Bulk Management to modify the 'Cost' of your items.

      Bulk Management will override the average cost calculations for inventory items.

    4. Get Updates on the iPad register.

    This ensures reporting on future sales is accurate, but does not fix existing reporting.

    Transactions Report Issues

    This section covers issues related to the Transactions Report.

    Some transactions did not show up on the Transactions Report.

    Transactions stop posting to BackOffice if the iPad’s connection to the internet is interrupted. Data is stored in the iPad’s internal memory until the connection is restored and syncing can resume.

    Follow these instructions for dealing with missing transactions.

    Why do I have duplicate rows on my Transaction Tenders Export?

    The Transaction Tenders export shows how each transaction was paid for: cash, credit, etc. A split tender sale has multiple payments.

    Here, one row looks to be a copy of the other, but each represents part of the same Split Tender sale.

    Click to Enlarge

    Here are the last few columns. Most fields are identical, but Tendered Amount, Tender Type, Card Type, and Last 4 Digits are each different. These match up with the details of each payment on the sale.

    Click to Enlarge

    The dates/times on my transactions are all wrong.

    This happens when a register is set to the wrong date, time, and/or time zone. Fix these settings to ensure all future sales have the correct information.

    1. Open the Settings app on the iPad register.
    2. Tap 'General' on the left and 'Date & Time' on the right.
    3. If connected to the internet, turn 'Set Automatically' on.

      If the iPad is not connected, manually adjust the date, time, and time zone.

    4. Verify that the date, time, and time zone are all correct.
    5. In ShopKeep, run a sale.
    6. Check the Transactions Report to make sure the sale's date/time is correct.

    This ensures reporting on future sales is accurate, but does not fix existing reporting.

    The iPad's date, time, and time zone are correct, but sales have the wrong date/time.

    1. Visit the iPad’s Date & Time settings and double-check that its date, time, and time zone are correct.
    2. If transactions continue to post with the wrong date/time, contact Customer Care.

    Register Activity & Inventory Report Issues

    Consult this section for help with reports from the Register Activity and Inventory sections. This includes the Shifts Summary, Reorder Report, and Value Report.

    My drawer is always over/short according to the Shifts Summary.

    There are several reasons why cash drawer variances may occur on the Shifts Summary:

    1. Money was removed without performing a drop/payout.
    2. Money was added without performing a pay in.
    3. The shift was opened or closed for the wrong amount.
    4. Incorrect change was given to a customer.
    In making sense of variances, remember ShopKeep uses this formula to calculate the expected drawer total:

  • Opening amount + cash sales + pay ins – cash returns – drops/payouts
  • The expected drawer is compared with the amount the shift was closed for to get the variance.
  • The Inventory Value Report looks over/under the true value of my inventory.

    Each item’s value is calculated by multiplying its Quantity by its Cost. As you receive inventory, Cost updates to a weighted average of an item’s current cost & its new receiving cost. If your value looks wrong, it is possible you have not accounted for this weighted average calculation.

    It is also possible that some items have no Cost or the wrong Cost / Quantity. Follow the steps below to check the Cost and Quantity and update them if necessary.

    1. Run the Stock Items Export.
    2. Open the export and look for items with the wrong 'Cost' or 'Quantity'.
    3. Use Bulk Management to modify the 'Cost' and/or 'Quantity' of items.

      Bulk Management will override the average cost calculations for inventory items.

    4. Get Updates on each iPad register.

    Some items don’t show up on my Reorder Report.

    An item only appears on the Reorder Report if it has an Reorder Trigger greater than 0 with a Quantity equal to or less than the trigger.

    1. Export stock items and check the 'Quantity' and 'Reorder Trigger' values for items.
    2. Use Bulk Management to modify the 'Quantity' and 'Reorder Trigger' of items as needed.

    Other Analytics Issues

    This section covers miscellaneous reporting issues not included in the sections above.

    Items on the Stock Items Export have a negative quantity.

    When an item’s quantity reaches 0, there is nowhere else to go but into negative numbers. Negative quantities affect inventory value, but can be easily corrected. Simply adjust to the correct quantity and receive inventory as more comes in.

    I cannot find the Sales by Location report.

    The Sales by Location report is available to the Business Owner & only visible if there are two or more linked stores. If you’re sure you already linked stores, sign out of BackOffice and back in as the Business Owner.

    1. Click the arrow at the top and select 'Logout'.
    2. Enter the Business Owner login information and click 'Log in'.

      The Business Owner login is the email and password used to create the store.

    3. If you still do not see the Sales by Location report, make sure you followed the steps to link your stores.

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