End of Day Imbalance Troubleshooting 

Overview:

This article will cover End of Day imbalance troubleshooting methods for cash, check, and credit card amounts. 


Prerequisites:

You must have everyone logged out of their terminal before starting the end-of-day in your store location. Multi-store locations can set a close to either Auto Close or create a scheduled task runner to have their store close a certain time.

Topics covered in this article include:

• Cash Over/Under
• Checks Over/Under
• Checks Going to Cash
• Credit Cards

Cash Over/Under

If there is a cash discrepancy, this can mean money has physically gone in or out of the cash drawer without anyone paying or refunding a contract in Point of Rental. As a general rule, always make sure that all monies, including cash and checks, have not been misplaced. Then take the following steps to further troubleshoot these problems:

1. Review the End of Day History Report (Totals Summary) to see what the carry over cash was set to on the last close.

Where to find the report: 

Expert: Program Menu > End of Day Processing > End of Day History Report

Elite: Right Menu > Reports > End of Day History Report

2. Make sure checks that were taken on the last close were deposited. If checks were not deposited, then they will rollover as carry over cash the next day. If that is the amount that is off, then include that amount as the cash count. If the amount is not the checks, then proceed to the next step. 

3. After reviewing carry over cash, make note of that amount and run the Operator Detail Report for the current date. This report will display all the cash that was taken for the date selected. Verify that the totals are correct and recount the cash. 

Where to find the report:

Expert: Program Menu > End of Day Processing > Operator Edit Report

Elite: Right Menu > Reports > Operator Edit Report

4. If the above steps do not reflect the difference in cash, confirm all transactions are accounted for while confirming all payments were made with the correct payment type.

Checks Going to Cash

Check the End of Day History Report and look at the carry over amount.

Where to find the report:

Expert: Program Menu > End of Day Processing > End of Day History

Elite: Right Menu > Reports > End of Day History

If there is a carry over amount from a check that was not deposited from the day before, you can deposit the check as currency during your end-of-day process. For more information, visit our article Close Drawer for End of Day. 

Checks Over/Under
 

• Checks Over
  • Line up all checks and compare them against the Check & Card Report in the checks sections of end-of-day. Make sure that you locate the check(s). If you do not have the check(s), you will have to remove the check from that contract. 

Where to find the report:
Expert: Program Menu > End of Day Processing > Check & Card Report

Elite: Right Menu > Reports > Check & Card Report

You can also find this report while going through the End of Day process in the Cash Drawer Balancing.



For more information on this report, please visit our article Check Credit Card Report .

• Checks Under
  • Line up all checks and compare them against the Check & Card Report in the checks sections of End of Day. Enter the missing check(s). If it is a refund of a check, then you will have to enter the check back in the drawer. 

See our article Refund by Company Check for more information.

Where to find the report:

Expert: Program Menu > End of Day Processing > Check & Card Report

Elite: Right Menu > Reports > Check & Card Report

You can also find this report while going through the End of Day process in the Cash Drawer Balancing.

Credit Cards

Review the following information for more details regarding non-integrated and integrated credit cards.

• Non-Integrated Credit Cards
  • Confirm the correct payment method in Point of Rental when making a credit card transaction.
    • To confirm all credit card payments where recorded correctly, run the Check & Card Report and compare with you credit card processor. 
    • Correct the payment accordingly. 
  • Confirm the charges were recorded correctly as a sale instead of a refund, and vice versa.
    • To confirm all credit card payments where recorded correctly, run the Check & Card Report and compare with your credit card processor. 

Where to find the report:

Expert: Program Menu > End of Day Processing > Check & Card Report

Elite: Right Menu > Reports > Check & Card Report

You can also find this report while going through the End of Day process in the Cash Drawer Balancing.

• Integrated Credit Cards
  • If you are integrated, you will get an error message advising to review credit card transactions to resolve the discrepancy between your processor and Point of Rental.

• If the processor is higher, there is most likely a charge that hit the processor but Point of Rental has not recorded. This can also be a duplicate charge OR a charge that hit the processor but not Point of Rental.
  • Access the customer portal through your credit card processor and compare the charges listed with the Check & Card Report in Point of Rental.
  • If there is an extra charge in the processor, you can void it out via your processor's customer portal.
  • If all charges match or for further assistance, please contact our Product Support Team. 

• If the processor is lower, then either an amount was charged after the end-of-day on the prior day OR there was a duplicate refund.
  • This could be that the payment was recorded in Point of Rental but did not hit the processor or vice versa.  
    • Access the customer portal for your credit card processor and compare the charges that you have there and what you have on the Point of Rental Check & Card Report.
    • If there is a duplicate refund in the processor, you can void it out via your processor's customer portal.
    • If all refunds match or for further assistance, please contact our Product Support Team. 
• Moneris or Point Integration: If you run a card after you do End of Day, this can create a difference in your processor because the processor settled the transaction at midnight. Please contact Point of Rental support to get this resolved.

If you’re unsure about any of these steps, please our contact Product Support Team.

Related articles

Check & Card Report  
Refund by Company Check 
Close Drawer for End of Day
End of Day History Report