The cash count doesn't match

A till is over when there is more cash than expected and short when there is less. Most differences have an ordinary cause: a counting slip, a supplier paid from the drawer without recording it, or a card payment rung up as cash. This article helps you find the cause, starting with the most likely.

Quickest fix: count again

If the first count doesn't match, the POS already asks for a second count from scratch, and both are kept. Many differences disappear on the recount. If the till is not closed yet, count once more, note by note, and lay the notes out per value.

Once the till is closed, the result is final. You can't reopen it, but you can find the cause and fix your process for next time.

Where to look

In the back office, go to Cash › Counts and filter on With a difference. Open the till that is off. You see:

• Count summary: expected, counted and the difference, with Over or Short. Counted twice shows when there was a recount, with the First count.
• Notes and coins: what was counted per value, if the location counts by denomination.
• Takings: payments per method on this till.
• How the expected amount adds up: starting cash, cash sales, cash tips, pay ins, pay outs and cash drops.
• The Closing note left by whoever closed.

The printed Z report contains the same figures.

Checklist, most likely first

1. 1A miscount. Compare the first and second count. If they differ from each other, the drawer was miscounted at least once. Check the notes and coins: a missing row of coins or a €50 note counted as €20 is common.
2. 2Cash moved without recording it. A supplier paid at the door, a staff advance or cash taken to the safe without a Pay out or Cash drop makes the till short by exactly that amount. Check the amount against recent movements under Cash › Cash in & out, and ask the team. Record the movement next time. See Record cash in and out of the till.
3. 3Wrong starting cash. If the starting cash entered at opening was not what was really in the drawer, the whole day is off by that amount. Compare the starting cash with what was left at the previous close.
4. 4The wrong payment method. A card payment recorded as cash makes the till short; cash recorded as a gift card or card makes it over. Compare Takings per method with your card reader totals for the day. See Payouts and transaction exports.
5. 5Wrong change. Small, odd amounts are often change given incorrectly. Check large cash payments in Orders for the till's tablet and time.
6. 6Cash tips taken out. Cash tips are part of the expected cash. If staff took their tips out of the drawer without recording a pay out, the till is short by the tips.
7. 7A cash refund or voided payment. Cash refunds lower the expected cash. If cash was handed back without recording a refund, or a refund was recorded but the money stayed in the drawer, the till is off. Check refunds on the Z report and in Orders.
8. 8Cash taken on another tablet. Each tablet has its own till. Cash taken on another tablet belongs to that till, even if it ended up in this drawer. Waiter devices book their payments to the main till. Compare the counts of all tills at the location for the same day: one over and one short by the same amount is a strong hint.
9. 9Two people in one drawer. If several people use one drawer, mistakes are hard to trace. Numbered drawers give each person their own drawer and count. See Set up cash drawers and counting rules.

Use the activity log

The Activity log records every till opening, count, close, cash movement, void and refund, with who did it and when. Filter by the period of the till and look for anything unexpected. See Activity log.

Prevent differences

• Count blind: with Blind count on, staff count without seeing the expected amount, which makes the count a real check.
• Record every movement at the moment it happens.
• Leave a fixed float with Left in drawer so the next opening starts from a known amount.
• Close each till every day, and close the till you opened yourself.

Still not working?

If the difference can't be explained and you think Verimly calculated the expected amount wrongly, contact support with:

• the location, tablet or drawer number and the date,
• the expected and counted amounts from Cash › Counts,
• a photo of the Z report,
• any movements or refunds you think are missing.

See Contact support.