Returns counted twice on orders totals
Ticketclosed
Strensall Merchants · Returns counted twice on orders totals
Ashok Patel reported that orders totals for a Midlands trade account differed from the ledger because returns were counted twice. BG-Demo reproduced the fault on a test copy, and the ticket was solved on 14 Jul 2025.
What happened
What this says
As at Fri 9 Oct 2026Ashok Patel reported that orders totals for a Midlands trade account differed from the ledger because returns were counted twice. BG-Demo reproduced the fault on a test copy, and the ticket was solved on 14 Jul 2025.
Problem: Ashok Patel found a Midlands trade account's orders total differed from the ledger for the same period, with the gap in returns, which seemed to be counted twice.
Handling: Olivia Grant reproduced the duplicate returns on the test copy on 30 Jun 2025, and her internal note on 2 Jul 2025 traced it to returns lines in both the sales and adjustments rows.
Watch: Jamie Frost was to confirm the cause, and the record does not show the fix or Ashok's retest before other branches go live. The ticket closed on 18 Jul 2025.
Details
Updated 9 Oct 26Trail
created · Ashok Patel 25 Jun 2025 11:25Hello, the orders total for one of our Midlands trade accounts is showing a different figure from the ledger for the same period. I've compared the export with the ledger line by line and the difference seems to be in the returns, which appear to be counted twice. I haven't switched the feed on for any other branches yet, so this one is contained for now. Could someone take a look when they have a moment? I'm happy to send the export file. Thanks, Ashok- Public reply · Olivia Grant 25 Jun 2025 15:13Hi Ashok, thanks for such a clear write-up, it makes a big difference. I'm Olivia and I'll be looking at this with my colleague Jamie. Could you let me know which trade account it is and the date range you exported, and send the export file if you can? Thanks, Olivia
- Public reply · Ashok Patel 26 Jun 2025 12:06Hi Olivia, it's the Midlands account I mentioned, and the range is month to date. I've attached the export again in case the first one didn't come through. Ashok
- Public reply · Olivia Grant 30 Jun 2025 14:57Thanks Ashok. I've reproduced the duplicate returns on our test copy, so this looks like a genuine fault on our side rather than your data. I've passed it to Jamie and will update you once we have something to test. Olivia
- Internal note · Olivia Grant 2 Jul 2025 09:32Reproduced on test copy. Returns lines are picked up in both the sales and adjustments rows for the same period, looks like the join on the trade credit reference. Jamie to confirm the cause. Enterprise customer, still in onboarding, so worth prioritising before the next branch goes live.
- Public reply · Ashok Patel 2 Jul 2025 12:00Ashok. Glad it's reproduced, that's a relief. Please let me know when there's a fix and I'll retest on the Midlands branch before we switch on the rest. Ashok
- Status change · 18 Jul 2025 23:59