Reports & Dashboard – Complete Troubleshooting Guide

Overview

The Reports & Dashboard module in Hana POS provides real-time insights into business performance, including:

• Sales revenue
• Order volume
• Delivery metrics
• Campaign performance (if applicable)

These reports are critical for daily operations, financial tracking, and decision-making. Any discrepancy or delay in data can lead to:

• Incorrect business decisions
• Confusion about sales performance
• Loss of trust in the system

Why This Matters (Support Context)

Report-related issues are often perceived as system errors, even when the system is functioning correctly.

? Key Insight:
Most reporting discrepancies are caused by:

• Incorrect filters (date, status)
• Misunderstanding of order statuses
• Data sync delays

? Rarely are these actual backend issues.

Support agents must focus on:

• Educating the florist
• Validating data step-by-step
• Explaining differences clearly

Common Symptoms Reported by Florists

Florists may report:

• “Sales numbers are incorrect”
• “Data is missing from reports”
• “Dashboard is not updating”
• “Reports don’t match order list”
• “Today’s sales look wrong”

Root Cause Categories

1. Filter Configuration Issues

• Incorrect date range selected
• Wrong order status filter applied

2. Order Status Mismatch

• Orders counted differently based on status:
  • Open
  • Completed
  • Cancelled

3. Data Sync Delay

• Recent orders not yet reflected
• Dashboard not refreshed

4. User Interpretation Issues

• Misunderstanding of what each metric represents
• Comparing different report types incorrectly

Step-by-Step Troubleshooting Process

⚠️ Always validate filters before assuming data is incorrect.

Step 1: Check Filters (Most Critical Step)

Guide the florist to verify:

• Date Range
  • Today / Custom / All time
• Order Status
  • Open
  • Completed
  • Cancelled

? Why this matters:
Different filters can produce completely different results.

Step 2: Refresh Dashboard

• Reload the page
• Log out and log back in

? Why this works:
Ensures the latest data is loaded and displayed.

Step 3: Cross-Check with Order List

• Open the order list
• Apply the same filters used in reports
• Compare:
  • Number of orders
  • Total sales value

? Key Insight:
The order list is the source of truth for validating report data.

Step 4: Validate Order Status Impact

Explain to florist:

• Only certain statuses may be included in reports (e.g., Completed)
• Orders in “Open” or “Cancelled” may not be counted

? Example:
An order marked as “Open” may not reflect in revenue reports.

Step 5: Account for Data Sync Delay

• Inform florist that recent changes may take a few moments to reflect
• Wait briefly and refresh again

? Important:
Short delays are normal, especially during high activity.

Critical Scenarios & Handling

Incorrect Sales Numbers

Possible causes:

• Incorrect filters
• Order status mismatch

✅ Action:

• Recheck filters
• Cross-verify with order list

Missing Data in Reports

Possible causes:

• Date range excluding orders
• Orders in different status

✅ Action:

• Expand date range
• Check all statuses

Dashboard Not Updating

Possible causes:

• Session not refreshed
• Sync delay

✅ Action:

• Refresh page
• Log out and log back in

Reports Not Matching Orders

Possible causes:

• Different filters applied
• Status-based exclusion

✅ Action:

• Align filters
• Compare data step-by-step

Best Practices for Support Agents

• ✅ Always verify filters first
• ✅ Always cross-check with order list
• ✅ Explain order status impact clearly
• ✅ Refresh system before concluding issue
• ❌ Do NOT assume backend issue without validation
• ❌ Avoid jumping to escalation without comparison

Escalation Guidelines

Escalate ONLY IF:

• Data mismatch is confirmed after:
  • Matching filters
  • Cross-checking with order list
• Dashboard fails to update consistently
• Multiple florists report similar discrepancies

? Include in escalation:

• Florist ID
• Report type (Sales, Dashboard, etc.)
• Date range and filters used
• Sample order details
• Screenshots (if available)

FAQ Section

Q1: Why do my sales numbers not match?

Most commonly due to:

• Different filters
• Order status differences

Q2: Why is data missing from reports?

Possible reasons:

• Date range not covering orders
• Orders in excluded status

Q3: Why is my dashboard not updating?

Possible reasons:

• Page not refreshed
• Data sync delay

Q4: Which is more accurate—report or order list?

The order list is the most reliable source for validation.

Support Agent Script (Standardized)

Opening

“Let’s review the report together and make sure everything is accurate.”

Filter Validation

“Could you please confirm the date range and order status filters you're using?”

Guided Verification

“Let’s compare this with your order list to ensure the numbers match.”

Explanation

“The difference is likely due to how order statuses are being counted.”

Closure (Resolved)

“Everything looks correct now after aligning the filters.”

Closure (Escalation)

“Thanks for checking that. I’ll escalate this for further investigation.”