#30509 · DESCUADRE CAJA EFECTIVO OVIEDO 14 Y 15.11
ID interno: 10918000009652519
Estado
Cerrada
Prioridad
Normal
Urgencia
Alta
Impacto
Afecta al usuario
Categoría
LS Retail
Subcategoría
Others
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
17/11/25, 10:56
Resuelto
19/11/25, 9:29
Actualizado
21/11/25, 9:45
Asignado
Nov 19, 2025 08:26 AM
Respondido
Nov 19, 2025 10:29 AM
Completado
Nov 21, 2025 10:45 AM
First resp. due
Nov 18, 2025 11:56 AM
Due by
Nov 19, 2025 11:56 AM
Tiempo de resolución
46.5 h
Overdue
NoFirst resp. overdue
SíEscalado
NoReabierto
NoFCR
SíSolicitada cancelación
NoService Request
NoTrashed
NoAsignar técnico
Actual: Eliana Garcia
Descripción
Buenos días chicos,
Tal y como os comenté por teléfono el pasado fin de semana hubo errores a la hora de cerrar caja y no logramos encontrar el porqué.
El viernes 14.11 se bloquearon los 3 TPVs y en concreto, a última hora, se procedió a hacer una devolución en el TPV2 de la siguiente referencia: W26-0714-022-500 en la talla P; esta operación no se pudo completar y se procedió a hacerla en el TPV1. Revisando
de ambas operaciones salen los siguientes documentos:
-
TPV2: se hace la devolución de la prenda y salen 2 vales: 49,90€ (número de vale: M007079001832 y con saldo actual de 49,90€) y vale por importe de 0,0€ (sale sin código de barras y no tiene número).
-
TPV1: se hace la devolución de la prenda y sale un vale por importe de 49,90€ con número de vale M007079001833.
Como veis, se hace doblemente la devolución por error y se sacan 2 vales (a la clienta solo se le da 1).
A la hora de cerrar caja les faltan 50€ en efectivo que no se registran y el fondo de caja queda a -50€ (quedan 250€ pero se registran 300€ ya que se espera al sábado para encontrar la solución).
Quizá no tiene nada que ver con esta transacción pero no encontramos otro error.
Al día siguiente, el sábado, se iba a proceder a sacar del efectivo diario 50€ menos porque no se encuentra el error pero a la hora de cerrar faltan 100€ (50€ más de lo esperado). He revisado las transacciones del sábado y aquí sí que no encuentro ningún error.
Las chicas al cierre declaran una diferencia en efectivo de -100€ para regularizar el fondo de caja.
Adjuntamos imágenes de los cierres de ambos días así como de los vales del viernes que he comentado.
Esperamos podamos encontrar el error ya que es un importe elevado y la única explicación que vemos es algún error de trasacciones.
Quedamos a la espera de una respuesta e informamos también a @cierres para que estén al tanto de lo sucedido.
Muchas gracias,
Un saludo.
Miriam.
Brownie Oviedo
C/Uría, 16
C.P: 33003 , Oviedo
www.browniespain.com
T. +34 985 75 75 67
Resolución
Buenos días
Se ha corregido internamente el error de esta venta y se ha ejecutado el cierre, esto muchas veces es fallo de comunicación entre infinty pay y el tpv que se solapan entre ellos la información.
Quedamos atentos por si volviese a ocurrir.
Un saludo.
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"content": "<div class=\"personalize-wrapper\" style=\"font-family:"PT Sans", Arial, Helvetica, sans-serif, sans-serif; font-size:13px\"><div>Buenos días<br/></div><div><br/></div><div>Se ha corregido internamente el error de esta venta y se ha ejecutado el cierre, esto muchas veces es fallo de comunicación entre infinty pay y el tpv que se solapan entre ellos la información.<br/></div><div><br/></div><div>Quedamos atentos por si volviese a ocurrir.<br/></div><div><br/></div><div>Un saludo.</div></div>",
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"description": "\n\n\n<div dir=\"ltr\" class=\"zm_5993478946398148468_parse_244137708129319327\">\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\n<br/>\n</div>\n<div class=\"x_1939002196elementToProof\" id=\"x_1939002196Signature\">\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\nBuenos días chicos,</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\n<br/>\n</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\nTal y como os comenté por teléfono el pasado fin de semana hubo errores a la hora de cerrar caja y no logramos encontrar el porqué.</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\n<br/>\n</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\nEl viernes 14.11 se bloquearon los 3 TPVs y en concreto, a última hora, se procedió a hacer una devolución en el TPV2 de la siguiente referencia: W26-0714-022-500 en la talla P; esta operación no se pudo completar y se procedió a hacerla en el TPV1. Revisando\n de ambas operaciones salen los siguientes documentos:</div>\n<ul style=\"margin-top:0px; margin-bottom:0px; list-style-type:disc\">\n<li style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\">\n<div class=\"x_1939002196elementToProof\">TPV2: se hace la devolución de la prenda y salen 2 vales: 49,90€ (número de vale: M007079001832 y con saldo actual de 49,90€) y vale por importe de 0,0€ (sale sin código de barras y no tiene número). </div>\n</li><li style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\">\n<div class=\"x_1939002196elementToProof\">TPV1: se hace la devolución de la prenda y sale un vale por importe de 49,90€ con número de vale M007079001833.</div>\n</li></ul>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\n<br/>\n</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\nComo veis, se hace doblemente la devolución por error y se sacan 2 vales (a la clienta solo se le da 1).</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\n<br/>\n</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\nA la hora de cerrar caja les faltan 50€ en efectivo que no se registran y el fondo de caja queda a -50€ (quedan 250€ pero se registran 300€ ya que se espera al sábado para encontrar la solución).</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\nQuizá no tiene nada que ver con esta transacción pero no encontramos otro error.</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\n<br/>\n</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\nAl día siguiente, el sábado, se iba a proceder a sacar del efectivo diario 50€ menos porque no se encuentra el error pero a la hora de cerrar faltan 100€ (50€ más de lo esperado). He revisado las transacciones del sábado y aquí sí que no encuentro ningún error. </div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\nLas chicas al cierre declaran una diferencia en efectivo de -100€ para regularizar el fondo de caja.</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\nAdjuntamos imágenes de los cierres de ambos días así como de los vales del viernes que he comentado.</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\n<br/>\n</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\nEsperamos podamos encontrar el error ya que es un importe elevado y la única explicación que vemos es algún error de trasacciones.</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\n<br/>\n</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\nQuedamos a la espera de una respuesta e informamos también a @cierres para que estén al tanto de lo sucedido.</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\n<br/>\n</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\nMuchas gracias,</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\nUn saludo.</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\n<br/>\n</div>\n<div style=\"font-family:Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size:12pt; color:rgb(0, 0, 0)\" class=\"x_1939002196elementToProof\">\nMiriam.</div>\n<p style=\"margin:0cm; font-family:Calibri, sans-serif; font-size:11pt\" class=\"x_1939002196elementToProof\">\n<span style=\"font-family:HelveticaNeue\"><b>Brownie Oviedo</b><br/>\nC/Uría, 16</span></p>\n<p style=\"margin:0cm; font-family:Calibri, sans-serif; font-size:11pt\" class=\"x_1939002196elementToProof\">\n<span style=\"font-family:HelveticaNeue\">C.P: 33003 , Oviedo<br/>\n</span><span style=\"font-family:HelveticaNeue; color:rgb(0, 120, 212)\"><u><a target=\"_blank\" rel=\"noopener noreferrer\" style=\"color:rgb(0, 120, 212); margin-top:0px; margin-bottom:0px\" href=\"http://www.browniespain.com/\">www.browniespain.com</a></u></span></p>\n<p style=\"margin:0cm; font-family:Calibri, sans-serif; font-size:11pt\" class=\"x_1939002196elementToProof\">\n<span style=\"font-family:HelveticaNeue; color:rgb(0, 120, 212)\">T. +34 985 75 75 67</span></p>\n<p style=\"margin:0cm; font-family:Calibri, sans-serif; font-size:11pt\" class=\"x_1939002196elementToProof\">\n </p>\n</div>\n</div>",
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