We have POS2018 and run a retail store. A few nights ago our sales clerk went to close out and was over $382. When we researched the sales we found that POS did not record sales from 5:20 pm to 9:41 pm; although it was printing out receipts for those customers; including credit card sales. We called QB the next day and were told there was nothing they could do without a backup. Well, are we supposed to back up after every sale? That seems like it would slow things down a lot. Even if we had a backup from earlier that day we still would not have had those missing sales. I just don't understand where they went. This has not happened to anyone else and the clerk who was working has worked for us for over 10 years, so he knows what he's doing. Has anyone else had this problem or can anyone tell me how to fix or avoid this in the future. This is crazy! Thanks!
Hello there, Brendaz23.
Thanks for letting us know about this. I want to make sure this is taken care of.
At the moment, we haven't received similar cases about POS failed to record sales for that specific time. To fix this, you can re-enter the transactions.
Also, It would be best to get in touch with our QuickBooks Point of Sale Support Team. They have the necessary tools to properly investigate and isolate this issue for you so they can provide a permanent fix and prevent this from happening again.
You can reach them through this link: https://quickbooks.intuit.com/point-of-sale/pos-software/.
Should there'll be anything else you need or questions about QuickBooks, just let me know. I'm always here to help.
Thank you for responding but we did reach out. They said they needed a backup. As I said in the original post we don't backup after every sale; seems that would restrict our POS usage. We backup once a day. So, there is no way to enter those sales as we don't have anything on them except for the ones that were credit cards, as we print out a duplicate and attach the the credit card slip. Cash sales we don't print out duplicates as we've never in 15 years had this happen before. Unfortunately, we do have our clerks printing duplicate receipts now for everything in case this happens again; and are going through receipt paper like crazy. Just wish we knew what caused this so we can try to prevent it in future. Support didn't seem to know and said they couldn't help without a backup.
Thanks for getting back and sharing the outcome of your call experience with POS.
There are things we would like to investigate first on your account to know the main reason why the sales are missing. At the moment, we don't have any reported issues and we would like to know if this is affecting other customers as well.
I understand that you will not do the backup, but this could help us straighten out everything.
If I can help you with something else, please don't hesitate to leave a comment below. I'd be happy to help.
Our POS Technical Support Team will provide a specific email address where you can send the file. I'd recommend reaching out to them. After that, they'll be able to review the file and help you fix the issue.
Let us know if you have other concerns.
Do I have to call them or is there a contact link? I'd prefer not to be left on hold for what sometimes turns out to be a long time. I'll call them if necessary but thought I'd ask. I went to the link you sent and it didn't appear I could just contact them other than through a phone call. Let me know. Thanks.
Hi there, @Brendaz23.
I appreciate the details and the steps you've taken.
As mentioned by my colleagues, you will have to get directly with our phone support to provide your backup copy. They have more tools to conduct an investigation why the sales are missing.
Please follow these steps to get their open hour and contact details:
That should point you to the right path, Brendaz23. Keep me posted if there's anything else you need. Have a good one.