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Investigate and Resolve Till Discrepancies

Learn how to identify and troubleshoot "over" or "under" balances in your register counts to ensure your end-of-day reporting is accurate.

Table of Contents

What is a Till Discrepancy?

A discrepancy occurs when the Actual Cash counted by the cashier does not match the Expected Cash calculated by the Vori system.

  • Over: You have more cash on hand than the system expected.

  • Under: You have less cash on hand than the system expected.

Vori tracks hundreds of tills daily without issue; most discrepancies are caused by workflow errors at the Point of Sale (POS) or missed manual entries.

Common Causes for Discrepancies

Before escalating to support, check if one of these common scenarios occurred:

  • Starting Amount Misalignment: The physical cash in the drawer at opening did not match the "Starting Amount" entered in the system.

  • Counting Error: The cashier set aside the starting bank (e.g., $200) and only counted the "profit" instead of counting the entire drawer.

  • Missed Pay-ins/Pay-outs: Taking cash out for a vendor or adding change to the drawer without recording the action on the POS.

  • Late Closings: Closing the till the following morning. While Vori attributes the money to the correct sales day, it makes real-time reconciliation difficult.

Step-by-Step Investigation Workflow

Follow these questions to find where the money went.

1. Was the Starting Amount accurate?

In Vori, you must enter and confirm the starting amount when you open the till.

  • Check: While you can set a default amount (e.g., $200) in your store settings, if the physical cash in the drawer was actually different and the cashier did not update the opening screen to reflect that, the till will be off by that difference at the end of the day.

2. Was the total drawer counted?

Vori requires you to count the entire drawer at the end of the night (Starting Amount + Sales).

  • Check: Did the cashier set aside the starting bank and only count the "profit"? If so, the till will appear short by the exact amount of your starting bank.

3. Are there missing Pay-ins or Pay-outs?

Check with the cashier(s) who used the till to see if they did any pay-ins or pay-outs (e.g., safe drops or vendor payments).

  • Where to look: Go to Reporting > Overview > Point of Sales and select the Till pay-ins and pay-outs report.

  • Check: Filter by date, lane, and cashier. If a pay-in or pay-out happened physically but was not recorded in this report, it will cause a discrepancy.

4. Is the Till still open?

An open till prevents your End of Day report from showing an accurate "Actual" amount.

  • Where to look: Navigate to the Tills page in the Back Office.

  • Check: Filter by "Yesterday." If any tills are still marked as Open, they must be closed before the reports will balance.

Best Practices for Accurate Tills

To prevent future discrepancies, ensure your team follows these "Vori Method" guidelines:

  • Verify the Start: Always ensure the physical cash in the drawer matches the "Starting Amount" shown on the POS screen at the beginning of the shift.

  • Record Every Movement: Any time cash enters or leaves the drawer (other than a sale or refund), it must be recorded as a Pay-in or Pay-out.

  • No "Practice" Tills: Do not open a till with a starting balance unless you are putting physical cash in the drawer. If you are practicing, set the Starting Amount to $0.

  • Manager Adjustments: If a mistake was made during the count, managers can go to the Till Adjustment area in the Back Office to update the "Actual" count.

 


Troubleshooting

What if a till was closed the next morning?

The sales data will still be attributed to the day the till was opened. However, your End of Day report for the sales day will remain "unreconciled" (Actual vs. Expected will be off) until that till is finally closed.

What if the discrepancy is exactly my starting amount?

This is almost always a counting error. Ensure your cashiers know that Vori expects a "Total Drawer Count," not just the daily deposit.