Troubleshooting Reports

issue why are the debit and credit columns on my sales summary report off? there are two common reasons for sales summary report imbalances in progress order(s) check sales > orders > in progress to see if an order was never finalized after a partial payment was made if the order took place at a box office station, the most common reason is a staff member quitting the app after taking a partial payment if the partial payment was a credit or gift card, the card will still have been charged please advise staff not to quit the app after taking a partial payment for an order, because this will lead to reporting discrepancies if a staff member has taken a partial payment, but they need to back out of the transaction, they should finish the order with a cash payment, and can look up the order to give relevant refunds afterwards if needed refunded ticket(s) to a past date showtime check the sales detail report on the same date and look for any refunded tickets to showtimes on previous dates if one is found find the order for the refunded ticket in your admin if the ticket was sold in advance of the showtime, there will be no imbalance because the ticket value will be subtracted from the advance sales line in the sales summary if the refunded ticket was a same day sale, this will cause an imbalance to prevent this from happening, make sure disable refunding past showtimes is enabled in settings > theater setup > sales in your admin if you feel it's necessary to refund a ticket to a past showtime, you can disable the setting and perform the refund, but you should expect a discrepancy on the day of the refund you can also apply the refund directly in stripe, but the refund will not be reflected in filmbot reports if you need additional guidance, please contact support\@filmbot com issue my movie wasn't reported to comscore or maccsbox shows for the prior friday through thursday week are reported weekly, late on friday night ensure it isn't too early for a show to be reported check that the checkboxes for comscore or maccsbox ebor reporting are set for the appropriate distributor(s) in movies > distributors check in sales > third party reporting if the appropriate report has gone out, with the appropriate date if it went out but you have modifications, you can re send the report by selecting send adjustment for the appropriate week if you have further issues, please send us the specifics at support\@filmbot com