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Transactions: FAQs & Troubleshooting

  • Updated

Introduction

Understanding your transactions is crucial when monitoring activity or investigating discrepancies. This FAQ brings together the most common questions and troubleshooting advice for sales transactions within Cinchio Back Office, helping you find what you need quickly and confidently.

If you can't find what you're looking for, contact Cinchio support for assistance: 

 

Frequently Asked Questions

What Is The Difference Between "Transaction Count" & "Customer Count"?

Within Cinchio Back Office reporting, you may come across both Transaction Count and Customer Count . There is a distinction between the two:

  • Transaction Count: This is the sum of all transaction types.
  • Customer Count: This is the sum of all Sale transactions less the sum of all Refund transactions. This represents the number of customers that you have served.

For example: 

Transaction Type Total Entered Transaction Count Customer Count
Sale 250 250 250
Refund 5 5 -5
Zero Value Sale 15 15 0
Cancelled Sale 5 5 0
No Sale 5 5 0
Other Actions 10 10 0
TOTAL 290 290 245

These are not to be confused with Covers Count, which is either declared at the POS or is based on the number of menu items sold within the transaction.

 

What Are The Different Transaction Types & Sale Types?

Within Cinchio Back Office, transactions and sale items are allocated against a type.

At transaction level, these types are:

  • Sale: A standard transaction, comprised of sale items and payments with a net positive value.
  • Refund: A standard transaction, comprised of sale items and payments with a net negative value.
  • Zero Value Sale: A transaction either comprised of:
    • Sale items at zero value, therefore no payments. (e.g. A comp or 100% discounted transaction.)
    • No sale items, but payments that offset each other. (e.g. Gift card sale paid by cash.)
  • Cancelled Sale: A transaction comprised of voided sale items only. There are no payments.
  • No Sale: A record of a "No Sale" entered at the POS. There are no sale items or payments.
  • Other Actions: A transaction comprised of no sales, payments or voided items. Typically a date stamp of an action on the POS. 

And within each transaction, at individual sale items level these types are: 

  • Sale: A sale item with a positive quantity value.
  • Refund: A sale item with a negative quantity and value.
  • Zero Value Sale: A sale item with a positive quantity and zero value.
  • Void: A sale item with zero quantity and zero value.

 

How Do I Export Transactions?

Multiple Transactions

Summary level information of multiple transactions can be exported to CSV in the following areas: 

Individual Transactions

Any transaction can be exported as a full detailed receipt in PDF format. 

To download a transaction PDF:

  1. Access the transaction within Cinchio Back Office.
  2. At the bottom of the page, select [DOWNLOAD PDF].

This will download a PDF copy of the transaction as per your browser settings.

Note that the following elements can be configured to show against a PDF receipt: 

 

 

Troubleshooting

I Can't See The Option To Refund A Transaction In Cinchio Back Office.

Within the transaction you'll see a [Refund] button if:

  • The Transaction Source support refunds and is enabled to allow refunds. (Currently this is restricted to Cinchio Kiosk, Mobile and Retail sources only.) 
  • You have Delete access against Transactions within your user role. (Click Here if you do not have access.)
  • The Transaction is within a recent date range. (By default this is 7 days, but can be updated at Transaction Source level to between 1 and 30 days.) 
  • The Transaction only contains payment types that are eligible for Back Office refunds.
  • There is no Cash Up in Counted state or higher for the current and future dates.   

 

 

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