# How Do I Report an Actuals Discrepancy to Moselle? {% hint style="info" %} **Quick Answer:** If sales actuals in Moselle don't match your source system, gather the affected month, channel, SKUs, and figures from both systems, then contact the Moselle team via your support channel with a spreadsheet summary. Before reaching out, check the checklist below to rule out common causes. {% endhint %} ## What is an Actuals Discrepancy? An **actuals discrepancy** occurs when the sales figures displayed in Moselle do not match the figures in your source system — for example, your Shopify dashboard, a wholesale retailer POS report, or a manual upload. Identifying and resolving discrepancies quickly keeps your forecasts and plans accurate. *** ## What Should I Include in My Report? Providing the right information upfront allows the Moselle team to investigate without needing to follow up for details. | Field | What to Provide | | -------------------------------- | ------------------------------------------------------------------------------------------ | | **Month** | The specific month the discrepancy relates to (e.g. January 2025) | | **Channel** | The sales channel where the mismatch occurred (e.g. DTC / Shopify, Wholesale, Marketplace) | | **Product SKU / Name** | The specific product(s) affected | | **Actuals in Moselle** | The dollar or unit figure Moselle is displaying | | **Actual Sales per Your Source** | The figure your source system is showing | | **Discrepancy Amount** | The difference between the two figures | {% hint style="success" %} **Tip:** Providing a spreadsheet with the above columns — one row per affected product — significantly speeds up the investigation. {% endhint %} ### Example Report > "Hi Moselle team — I'm seeing a discrepancy in my January 2025 actuals for the DTC / Shopify channel. For **SKU-1002 (Classic Tote Bag – Tan)**, Moselle is showing **$8,320**, but my Shopify dashboard shows **$9,150** for the same period. The difference is **$830**. I've attached a spreadsheet with all affected SKUs for January. Could you help investigate?" *** ## How Does Moselle Calculate Actuals? Understanding how Moselle pulls actuals helps you identify where a discrepancy may originate. Moselle pulls actuals **directly from the source system**, based on either a direct integration or a set of agreed segmentation rules configured for your account. ### DTC / Shopify Moselle pulls directly from your Shopify store. The pull includes both **active and draft listings**. **Common causes of discrepancy:** * A product exists in Shopify but is **not matched to a product in Moselle**. Ensure all products in your Shopify store are set up and matched within Moselle. * A product was added to Shopify after your Moselle product catalog was last synced. * A product is in **draft status** in Shopify and was not active at the time of the pull. {% hint style="warning" %} **Before reporting a DTC discrepancy:** Confirm that all products in your Shopify store — including any recently added items — are reflected in your Moselle product catalogue. {% endhint %} ### Wholesale / Other Channels For wholesale and other channels, actuals are calculated based on **segmentation rules** agreed upon during your onboarding. Moselle applies these rules to the data submitted (e.g. retailer POS reports) to determine what is counted within each channel or planning segment. **Common causes of discrepancy:** * The source data submitted does not match the expected format or segmentation. * Segmentation rules have changed and have not yet been updated in Moselle. * The retailer POS report covers a different date range than expected. {% hint style="warning" %} **Before reporting a wholesale discrepancy:** Review the segmentation rules configured for your account and confirm the source data aligns with the agreed format. If you believe the rules need to be updated, contact the Moselle team. {% endhint %} *** ## What Should I Check Before Submitting? Use this checklist to rule out common issues before reaching out. * [ ] Confirm the correct **month and channel** are selected in Moselle * [ ] For Shopify / DTC: Confirm all products in Shopify are **active and matched in Moselle** * [ ] For Shopify / DTC: Confirm any **new products** added since onboarding are set up in Moselle * [ ] For wholesale: Confirm the **source data** submitted matches the agreed format and date range * [ ] Confirm the **segmentation rules** for the channel are still accurate * [ ] Prepare a **spreadsheet** with affected SKUs, channels, and figures *** ## How Do I Submit a Discrepancy Report? Once you have gathered the above information, contact the Moselle team via your support channel and include: 1. The specific **month and channel** affected 2. The **product SKUs and names** involved 3. The **Moselle figure vs. source figure** for each product 4. Your **attached spreadsheet** for reference *** ## Related Guides {% content-ref url="" %} {% endcontent-ref %} {% content-ref url="" %} {% endcontent-ref %} {% content-ref url="" %} {% endcontent-ref %} --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://learn.moselle.io/faq/troubleshooting/reporting-an-actuals-discrepancy.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.