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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 worksheet to find and resolve any 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 the accounting-software data.

If you synchronize data using a connector, edits or deletions made to data in TrustFile aren't communicated back to the accounting software. If the error exists in the accounting software, it may be easier to make the correction in the accounting software. In this case, the updated transaction is communicated to TrustFile through the connector.

Export the liability report

  1. To view a liability report, on the Current Returns page, click View Details for the return you'd like to review.
  2. At the top of the Review and File page is a summary of the tax information in TrustFile. Click the Liability Report tab to see the report.
    1. To export the liability report to a CSV file, click Export to .CSV, and then follow your browser's instructions to get the downloaded file.
      ExportLiabilityReport.png
    2. For a description of each adjustment, click Advanced adjustments.
      AdvancedAdjAndTransactionsInReturn.png
    3. To review individual transactions, click Transactions in this return. The Transactions page displays. Use the browser back button to return to the liability report.

Troubleshoot data synchronized with TrustFile

Software connectors synchronize with — and automatically import — transaction data into TrustFile, but TrustFile doesn't send data back to your accounting software. To investigate differences in your totals, compare the raw data from the accounting software to the transactions in TrustFile.

Choose an accounting software to see connector-specific troubleshooting instructions:

Verify the data transfer

Step 1 describes how to review a CSV file for accuracy. If that's not enough, follow Step 2 for a more in-depth investigation.

  1. Export a CSV file from your accounting software with all transactions for the date range you are filing for. 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 on your accounting software.
  2. If the data in the CSV is accurate, identify any differences between the transactions on the liability worksheet in TrustFile and those in the CSV you exported from your accounting software.
    • If the Tax Collected or Gross Sales in TrustFile is too low or too high, troubleshoot accordingly.
    • Disregard any transactions with zero tax collected.
    • 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 are missing completely or are international or military base addresses).

General troubleshooting

When troubleshooting data issues, keep the following general information 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.
  • Keep track of transactions and returns you've already filed. On the Current Returns page, click the I filed this return checkbox for the appropriate state. That way you see at a glance what your current sales tax liabilities are without having to filter out old transaction data.
    FiledThisReturn.png

Adjustments

At times, you'll 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. Here are several scenarios that could cause your tax and sales amounts to be mismatched:

  • 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

Is the Tax Collected or Gross Sales 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 have already remitted the tax, or you may have uploaded multiple instances of the same transaction (we don't check for duplicates). For example, syncing with a connector and then uploading a CSV from that connector could result in duplicate transactions in TrustFile.

Use the troubleshooting tips below for finding and removing transactions that don't belong.

Delete duplicate transactions

Locate duplicate transactions in TrustFile by following the steps below.

  1. On the Current Returns page, click Transactions.
  2. On the Transactions page, click the Order ID column header. This sorts the transactions table by Order ID. Use the Advanced Filtering options to narrow the list of transactions presented on this page.
  3. Review the list and click the box next to any duplicate transactions. When finished reviewing the list and making your selections, at the top of the transactions table, click Delete.

Delete transactions you've remitted sales tax for

Locate transactions in TrustFile for which you've remitted sales tax by following the steps below.

  1. On the Current Returns page, click Transactions.
  2. On the Transactions page, use the column headers or Advanced Filtering to sort transactions into an order that is easiest to review.
  3. Review the list and click the box next to any transactions that you have already remitted sales tax for. When you finish reviewing the list, at the top of the transactions table, click Delete.

Edit or delete transactions outside the current 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.

  1. On the Current Returns page, click Transactions.
  2. To sort transactions by date, on the Transactions page, click the Date column header.
  3. Review the list and click the box next to any transaction included on the return that does not belong in that filing period.
  4. At the top of the transactions table, choose to either Edit or Delete the transactions.
    • Click Edit to change the date and move the transaction to a different filing period. (Remember that TrustFile does not support filing returns before the current filing period.)
    • Click Delete to remove the transaction from TrustFile.
  5. Continue reviewing and editing the list until only the transactions you expect for the filing period are included.

Is the Tax Collected or Gross Sales too low?

If the tax collected or gross sales amount seems too low, all the necessary transactions may not be in TrustFile. Use the troubleshooting tips below for finding and filling in gaps in data.

Keep in mind that transactions flagged with errors are excluded and must be edited or deleted.

Add missing transactions

Determine if any transactions are missing from TrustFile using the steps below:

  1. On the Current Returns page, click Transactions.
  2. On the Transactions page, use the column headers or Advanced Filtering to sort transactions into an order that is easiest to review.
  3. Compare the transactions in TrustFile with those from your ecommerce or accounting software to verify if 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 using a connector, download a CSV file from from your accounting software.
  4. If transactions are missing, either:

Edit or add transactions that should be in the current filing period

Check the date range of the transactions you uploaded to ensure that all transactions you expect to be included for the filing period are present.

  1. On the Current Returns page, click Transactions.
  2. To sort transactions by date, on the Transactions page, click the column header Date.
  3. Review the list to determine if there are any transactions omitted that you expected to be included.
  4. If transactions are missing, either:

Next steps

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