Sales
Transactions: FAQs & Troubleshooting
Answers to common questions about transactions, from counts and types to exports and refunds.
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In this article
Introduction
Understanding your transactions is key when you're monitoring activity or investigating discrepancies. This guide brings together the most common questions and troubleshooting advice for sales transactions in Cinchio Back Office.
Frequently Asked Questions
QWhat's the difference between "Transaction Count" and "Customer Count"?
You'll see both in Cinchio Back Office reporting, and they measure different things:
The total number of transactions of every type.
Sale transactions minus Refund transactions. This is the number of customers you've served.
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 |
Not the same as Covers Count
Covers Count is different again. It's either entered at the POS or based on the number of menu items sold in the transaction.
QWhat are the different transaction types and sale types?
Every transaction, and every sale item within it, is given a type.
Transaction types
A standard transaction with sale items and payments totalling a positive value.
A standard transaction with sale items and payments totalling a negative value.
A transaction with either:
A transaction with only voided sale items and no payments.
A "No Sale" entered at the POS, with no sale items or payments.
A transaction with no sales, payments or voided items. Usually a time stamp of an action on the POS.
Sale item types
A sale item with a positive quantity.
A sale item with a negative quantity and value.
A sale item with a positive quantity and zero value.
A sale item with zero quantity and zero value.
QHow do I export transactions?
Multiple transactions
You can export summary information for multiple transactions to CSV from:
Individual transactions
Any transaction can be downloaded as a full, detailed PDF receipt.
1
Open the transaction in Cinchio Back Office.
2
At the bottom of the page, select DOWNLOAD PDF.
A PDF copy of the transaction downloads, following your browser settings.
Customising the PDF receipt
Set up in the company configuration.
Set up in the site configuration.
Troubleshooting
I can't see the option to refund a transaction
The Refund button only appears when all of these apply:
A supported source
The transaction source supports refunds and has them enabled. This is currently limited to Cinchio Kiosk, Cinchio Mobile and Cinchio Retail.
You have refund rights
Your user role has Delete access on Transactions. If it doesn't, find out how to get access.
A recent transaction
The transaction is within the refund window. This is 7 days by default, and can be set to between 1 and 30 days on the transaction source.
Eligible payments only
Every payment in the transaction is a type that can be refunded from Cinchio Back Office.
No counted cash up
There's no cash up in Counted state or later for the current date or any future date.