#27048 · RE: Descuadre
ID interno: 10918000008077451
Estado
Cerrada
Prioridad
Normal
Urgencia
Alta
Impacto
Afecta al usuario
Categoría
LS Retail
Subcategoría
Procedimientos LSRetail
Tipo
Incidencia
Canal
CAU
SLA
SLA Soporte TIENDAS
Grupo
Brownie (Tiendas)
Site
TIENDAS
Nivel
Nivel 1 - Primera Respuesta
Solicitante
Técnico
Departamento
Tiendas
Request Type
Incidencia
Creado
28/6/25, 12:18
Resuelto
30/6/25, 7:54
Actualizado
4/7/25, 11:42
Asignado
Jun 30, 2025 08:08 AM
Respondido
Jun 30, 2025 09:54 AM
Completado
Jul 2, 2025 10:03 AM
First resp. due
Jul 1, 2025 08:00 AM
Due by
Jul 2, 2025 08:00 AM
Tiempo de resolución
43.6 h
Overdue
NoFirst resp. overdue
NoEscalado
NoReabierto
NoFCR
SíSolicitada cancelación
NoService Request
NoTrashed
NoAsignar técnico
Actual: Eliana Garcia
Descripción
Buenas tardes,
Respecto a esto, ha llamado hoy la clienta asegurando que se le ha cobrado dos veces,
¿Podéis mirarlo por favor? Supongo que habrá entonces otro descuadre.
Tenemos el teléfono de contacto para avisarla por si fuera necesario.
Muchas gracias
De: Palma
Enviado el: viernes, 27 de junio de 2025 21:14
Para: Cierres <cierres@browniespain.com>
CC: Marina Gramage <marina.gramage@browniespain.com>; Olivia Torres <olivia.torres@browniespain.com>
Asunto: Descuadre
Buenas tardes,
En mitad de una de las ventas realizadas esta tarde, se ha tenido que cambiar el rollo de papel de la impresora de tickets.
Esto ha hecho que se haya quedado pillado el tpv y aun una vez cambiado, no nos dejaba seguir usándolo de manera correcta.
Esto ha hecho que no sepamos si la venta se había acabado de realizarse y le había llegado el cargo a la clienta, hemos llamado a soporte y nos han asegurado que sí, que se había realizado el pago de esta transacción, y que realizáramos la compra de nuevo con datafono externo, para poder darle el ticket a la clienta.
Debido a esto tenemos un descuadre en el cierre de 59,80€ + otro de 34,10€ debido a una tarjeta regalo que se ha tenido que hacer por un problema que hubo con la suya (ya avisamos de esto a soporte).
Total: 93,90€ de descuadre en datafono externo.
Muchas gracias y disculpar las molestias.
Resolución
Hola
Lo gestionamos desde contabilidad gracias por avisar.
Un saludo.
JSON crudo (detalle completo)
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"content": "<div class=\"personalize-wrapper\" style=\"font-family:"PT Sans", Arial, Helvetica, sans-serif, sans-serif; font-size:13px\"><div>Hola<br /></div><div><br /></div><div>Lo gestionamos desde contabilidad gracias por avisar.<br /></div><div><br /></div><div>Un saludo.</div></div>",
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"description": "\n\n\n\n<div lang=\"ES\" style=\"\" class=\"zm_7305270104814859113_parse_7104658759654562332\">\n<div class=\"x_1627786330WordSection1\">\n<p class=\"MsoNormal\"><span style=\"font-size:12pt; font-family:"Aptos", sans-serif\">Buenas tardes,</span></p>\n<p class=\"MsoNormal\"><span style=\"font-size:12pt; font-family:"Aptos", sans-serif\"> </span></p>\n<p class=\"MsoNormal\"><span style=\"font-size:12pt; font-family:"Aptos", sans-serif\">Respecto a esto, ha llamado hoy la clienta asegurando que se le ha cobrado dos veces,</span></p>\n<p class=\"MsoNormal\"><span style=\"font-size:12pt; font-family:"Aptos", sans-serif\">¿Podéis mirarlo por favor? Supongo que habrá entonces otro descuadre.</span></p>\n<p class=\"MsoNormal\"><span style=\"font-size:12pt; font-family:"Aptos", sans-serif\">Tenemos el teléfono de contacto para avisarla por si fuera necesario.</span></p>\n<p class=\"MsoNormal\"><span style=\"font-size:12pt; font-family:"Aptos", sans-serif\"> </span></p>\n<p class=\"MsoNormal\"><span style=\"font-size:12pt; font-family:"Aptos", sans-serif\">Muchas gracias</span></p>\n<p class=\"MsoNormal\"><span style=\"font-size:12pt; font-family:"Aptos", sans-serif\"> </span></p>\n<div>\n<div style=\"border:none; border-top:solid rgb(225, 225, 225) 1pt; padding:3pt 0cm 0cm 0cm\">\n<p class=\"MsoNormal\"><b><span style=\"\">De:</span></b><span style=\"\"> Palma\n<br />\n<b>Enviado el:</b> viernes, 27 de junio de 2025 21:14<br />\n<b>Para:</b> Cierres <cierres@browniespain.com><br />\n<b>CC:</b> Marina Gramage <marina.gramage@browniespain.com>; Olivia Torres <olivia.torres@browniespain.com><br />\n<b>Asunto:</b> Descuadre </span></p>\n</div>\n</div>\n<p class=\"MsoNormal\"> </p>\n<p class=\"MsoNormal\">Buenas tardes,</p>\n<p class=\"MsoNormal\"> </p>\n<p class=\"MsoNormal\">En mitad de una de las ventas realizadas esta tarde, se ha tenido que cambiar el rollo de papel de la impresora de tickets.\n</p>\n<p class=\"MsoNormal\">Esto ha hecho que se haya quedado pillado el tpv y aun una vez cambiado, no nos dejaba seguir usándolo de manera correcta.\n</p>\n<p class=\"MsoNormal\">Esto ha hecho que no sepamos si la venta se había acabado de realizarse y le había llegado el cargo a la clienta, hemos llamado a soporte y nos han asegurado que sí, que se había realizado el pago de esta transacción, y que realizáramos\n la compra de nuevo con datafono externo, para poder darle el ticket a la clienta.\n</p>\n<p class=\"MsoNormal\">Debido a esto tenemos un descuadre en el cierre de 59,80€ <sup>\n </sup>+ otro de 34,10€ debido a una tarjeta regalo que se ha tenido que hacer por un problema que hubo con la suya (ya avisamos de esto a soporte).\n</p>\n<p class=\"MsoNormal\"> </p>\n<p class=\"MsoNormal\">Total: 93,90€ de descuadre en datafono externo. </p>\n<p class=\"MsoNormal\"> </p>\n<p class=\"MsoNormal\"> </p>\n<p class=\"MsoNormal\"> </p>\n<p class=\"MsoNormal\">Muchas gracias y disculpar las molestias. </p>\n</div>\n</div>",
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