If you've filtered the Orders screen by a deposit and the orders don't add up to the deposit in your bank account, work through these checks. First, follow "How to reconcile a WithWine deposit with your orders" so you have the deposit filter on.
Check 1: Look for non-WithWine payment types
With the deposit filter on, click the + on the Total Order Amount tile.
Look at each payment type in the list.
Only WithWine - Card Not Present and WithWine - Card Present payments are paid into your bank account by WithWine. If you see other payment types, for example Cash, Balance / Credit or Invoice, those amounts were never part of the deposit. Take them away from the total before you compare it with the deposit.
For example, a customer might pay $50 by card and $20 from their account credit. The order total is $70, but only the $50 card payment, less fees, is in the deposit.
Check 2: Take off WithWine fees
The deposit is the card payments less WithWine fees. Click the arrow on Detailed Summary, choose All, and look at By Transaction Fee. Take the WithWine Fees (inc Sales Tax) away from the card payments.
Check 3: Look for draft orders
Sometimes a payment goes through but the order isn't completed. For example, a cellar door sale on the Vintner POS might drop out because of internet problems after the card was charged. The money is in your deposit, but the order is saved as a draft.
In Filters, type in Additional Statuses and choose Only Draft Orders.
Look for an order with the right customer, date and amount.
Open the draft order to check it.
Check 4: Use the banner to link a payment to an order
If there's money in a deposit with no matching order, WithWine shows a banner when you filter by that deposit. Use the banner to link the payment to the right order. That order is then included in the deposit.
Check 5: Look for refunds and revised orders
Refunds come out of a later deposit, not the deposit the original order was paid in. When you filter by a deposit, any refund taken out of that deposit shows in the list as its own row, with R in front of the order number and a minus amount. Look for R rows, and make sure you've included their minus amounts in your total.
When an order is cancelled and refunded, the refund row looks like R#24458943 -$189.20. See "How to cancel an order and refund the customer".
When an order is revised, the list shows three rows: the original order, a refund row for the original order, and the new order. Only the difference between the old and new totals was actually charged or refunded on the card. See "How to revise an order".
If it still doesn't match
Message WithWine support in the chat. Tell us the deposit date, the deposit amount and the total you can see in WithWine.