Skip to main content
Avalara Help Center

Reconcile and Troubleshoot Discrepancies

This article applies to:Avalara TrustFile

The liability report exposes discrepancies between the totals in TrustFile and your accounting software.

If you notice a discrepancy between gross sales and tax collected in TrustFile and the gross sales and tax collected in your accounting software, use the liability report to find and resolve issues. See the Adjustments section below for more information.

If there aren't any discrepancies, File Your Return.

Reconcile transaction data using the liability report

Export the TrustFile liability report for a breakdown of the sales tax collected by jurisdiction, and then reconcile the transaction data in TrustFile with data in your accounting software.

If you synchronize data from your accounting software to TrustFile, when you edit or delete data in TrustFile, the changes aren't communicated back to your accounting software. If the error exists in your accounting software, it may be easier to make the correction in your accounting software. In that case, the updated transaction is communicated to TrustFile through the connector.

Export the liability report

To export a liability report:

  1. On the Current Returns page, click View Return under the return you'd like to export.
  2. Click View Jurisdiction Liability Report and:
    • To export the liability report as a .csv file, click Export to .CSV, and then follow your browser's instructions to get the downloaded file.
    • To see a description of each adjustment, click Advanced Adjustments.
    • To review individual transactions, click View Return Transactions, review any transactions.

Troubleshoot data synchronized with TrustFile

Depending on which accounting software you use, you may be able to import your transaction data into and synchronize it with TrustFile, but TrustFile doesn't send data back to your accounting software. To investigate differences in your totals, compare the raw data from your accounting software to the transactions in TrustFile.

Choose an accounting software to see its specific troubleshooting instructions:

Verify the data transfer

Export a .csv file from your accounting software with all transactions for the date range you're filing for and confirm that the total gross sales and sales tax collected in the CSV are accurate.

  • If they aren’t, you’ll need to troubleshoot the problem in your accounting software.
  • If the data in the .csv is accurate, identify any differences between the transactions in the liability report in TrustFile and those in the CSV you exported from your accounting software.
    • Disregard any transactions with zero tax collected.
    • If the Tax Collected or Gross Sales in TrustFile is too low or too high, troubleshoot accordingly.
    • If some transactions are flagged with errors or issues, confirm that none of these transactions include tax. If they do, edit the transaction to address the problem. Often, transactions are flagged as errors because the addresses are considered invalid by TrustFile (usually because they're missing completely or are international or military base addresses).

General troubleshooting

When troubleshooting data issues, keep the following in mind:

  • You may see a small difference between the Tax Collected and Tax Due amounts due to discounts, prepayments, and form-specific rounding.
  • Transactions marked as errors are excluded and must be replaced or deleted.
  • TrustFile doesn't retroactively calculate how much tax you should collect for a transaction. Consider using Avalara AvaTax for sales-tax calculation at the time of the transaction.
  • To see at a glance what your current sales tax liabilities are, on the Current Returns page, select the I've Already Filed This Return checkbox for the appropriate state to exclude it return from the displayed totals. (If you leave the checkbox selected, TrustFile won't send any information to the state for that return.)

Adjustments

Occasionally, you see adjustments to your transaction data. TrustFile assumes you collect the right amount of tax for transactions, and TrustFile remits that amount to the appropriate authorities. If the tax amount collected doesn't match the sale amount for a transaction, TrustFile adjusts the sale amount to match the tax that was collected.

As TrustFile processes your data, it determines rates for the most common taxing scenarios: tangible personal property (TPP) and freight. Certain scenarios could cause your tax and sales amounts to be mismatched, for example:

  • You made a non-taxable sale in a state where you're registered to collect and remit sales tax
  • There was a sales tax holiday on the date of the sale and the product or service you sold was at a reduced sales tax rate
  • The tax rates you used are different than what the state requires

Troubleshoot when tax collected or gross sales is too high

When you first upload data to TrustFile, we assume you haven’t paid tax on the transactions you’ve uploaded, regardless of the transaction date. If your tax collected amount seems too high, you may have:

  • Uploaded transactions for which you've already remitted the tax.
  • Uploaded multiple instances of the same transaction (we don't check for duplicates). For example, syncing with your accounting software and then uploading a CSV from that accounting software could result in duplicate transactions in TrustFile.
  • Transactions that don't belong in the filing period. Check the date range of the transactions you uploaded to ensure that the first transaction date coincides with the first date of the filing period.

To edit or delete transactions in TrustFile:

  1. On the Transactions page:
    • To locate duplicate transactions in TrustFile, click the Order ID column header. This sorts the transactions table by Order ID.
    • To locate transactions in TrustFile for which you've remitted sales tax, click the Status column header. This sorts the transactions table by Order ID.
    • To locate transactions in TrustFile outside the current filing period, click the Date column header. Transactions are sorted by date.
  2. To narrow down the list of transactions, click Advanced Filtering to select or clear filtering options.
  3. Review the list, select any transactions that shouldn't be included, and then, at the top of the transactions table:
    • Click Edit to change the date and move the transaction to a different filing period. Remember that TrustFile doesn't support filing returns before the current filing period. 
    • Click Delete to remove the transactions from TrustFile.

Troubleshoot when tax collected or gross sales is too low

If the tax collected or gross sales amount seems too low, all necessary transactions may not be in TrustFile or may have incorrect dates that cause them to be excluded from the filing period. Use the troubleshooting tips below for finding and filling in gaps in data.

Keep in mind that TrustFile excludes transactions flagged with errors. You need to edit or delete the transactions to resolve the error.

To add or edit transactions:

  1. In TrustFile, on the Transactions page, click the Date column header. Transactions are sorted by date.
  2. Compare the transactions in TrustFile with those in your accounting software to check whether all expected transactions are present.
    • If you uploaded transactions using a CSV file, compare the transactions in TrustFile to the original CSV file.
    • If you synced transactions with your accounting software, download a CSV file from your accounting software and compare it with what's in TrustFile.
  3. If transactions are missing:

Next steps

Once all the numbers match what you expect, file your returns.