Question

Sales Tax Liability Report has a bug

Forum|Forum|6 years ago
April 25, 2020
16 replies
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Spent approx 5 hours on the phone today with 3 QB experts. The first two I got cut off before getting a resolution. The last one I was able to convince there's a bug in the report. She told me she was going to email me a case number so I could track the problem investigation and resolution but that was approx an hour ago and I have had no such email.

So... in approximate terms my client's Q1 actual sales total gross was $67k but the STLR reported $50k as the gross sales. There's a similar discrepancy between the actual "non-taxable" sales and the STLR reported non-taxable sales. Can someone please get this bug fixed?

What I have come to understand is the Sales Tax Liability Report (STLR) only includes in "gross sales" sales receipts that included a taxable item and the "non-taxable" amount on the report is only the non-taxable components on the sales receipts that also contained a taxable amount. Are you with me? or does this just sound like and Irish riddle? (it does to me)

In the end I was able to prove out my theory by exporting all sales to excel, grouping them by sales receipt number and deleting all the receipts that had a taxable component and then sum what was left (all receipts that did not include a taxable line item). Really - QB should have been doing that work, instead I spent about 5 hours repeatedly looking at the same collection of reports with 3 different people (and at times on hold while they talked with a tier one expert on their line) to not get any help. I offered a theory as to what could explain the difference and was left to work through that myself.

Lastly - the STLR NEEDS to include sales to exempt customers so that clients can report total gross sales, non-taxable sales, taxable sales and sales to exempt customers correctly.

QuickBooks Online

K

KatnissBookkeeperAuthor

Does anyone know how to get a case number for this? I have spoken with the experts on the phone and each time told I would get a case number via email but have not received one.

C

CharleneMaeF

Hi there, @KatnissBookkeeper.

I suggest checking your spam and junk folders first to ensure that the email with the case number isn't there.

If you haven't received it, I recommend getting in touch with our Customer Care Team and ask for the case number before the end of the call.

Here's how to get in touch with them:

Go to the Help icon.
Click Contact Us.
Type in your concern in the dialogue box.
Hit Let's talk.
You can either choose Start messaging or Get a Callback to get a representative.
Enter the needed information to complete the process.

To ensure that you'll be assisted on time, check out our support hours.

Also, consider visiting this link to view our latest resources that can help your business during these changing times: Small Business Help.

Keep me posted if you have additional QuickBooks Online concerns. We're always here to help you. Have a great day, PlumBookkeeperCO!

K

KatnissBookkeeperAuthor

Hi

Not in junk or spam

Obviously feeling a bit frustrated here. I'd really rather not call back for a 4th time and wait for a long time to get someone live and then noodle through hours of looking at the same reports repeatedly to have them conclude they don't know or the call be cut off.

I do know. The STLR has a bug in it and it needs to be fixed.

Thanks.

B

BuddyBike

I have been having this problem for a very long time. I thought I made a mistake in how I had the "tax exempt" setting for the customer but I have tried several combinations and my sales are NOT showing up in the sales tax report. Thank goodness I only have a few sales in my 2 sales tax payable states so I can manually go through the orders to find the applicable orders and will have to manually values. The reports don't work at all. Although there is a "non-taxable" column in the reports there is nothing there. It's worthless.

K

knowah

Is there an ETA on this being fixed? It's hard to file sales tax accurately if the software isn't generating the #'s needed correctly.

S

ShiellaGraceA

Thanks for joining the thread, @knowah.

I have some information about the incorrect numbers on the sales tax report. I've checked and verified the case mentioned above (INV - 49070). It's already marked as closed and resolved.

Let me share with you the steps to make sure your report is collecting the right info. Here's how.

First, verify the product/service item has the non-taxable sale selected for the category. Go to Gear, and then select Products and services. Edit the item in question, and make sure that Sales tax category is Nontaxable. See image below.

After that, mark the Tax column when creating an invoice. This way, your non-taxable sale will reflect on the sales tax liability report.

If you're still experiencing the same result, please contact our QuickBooks Customer Care Support so we can investigate further. Please follow the steps provided by my colleague above @IamjuViel.

In case you need help with other tax tasks, click this link to go to our general tax topics with articles.

Keep me posted if you still have questions or concerns. I'll be around to help. Take care and have a good one.

hawkeye grace

I also have this problem and unfortunately I didn't realize it until after I submitted filings for 2020. I noticed it just now for the Q4 2020 filing for one of the companies. Do you realize how ridiculous and incredibly critical this error is for those of us who prepare Sales and Use Tax Filings for Clients? I now have to go back for every single client and create amended filings for every quarter of every year in order to properly remain in compliance! How you can NOT show the correct gross sales amount on the Sales Tax Liability Report?? That is a fundamental figure that needs to be reported to Tax Agencies! This is going to take so many hours to go back and correct.

You absolutely NEED to notify all of your subscribers that this is not correct! This has major liability ramifications on QB if anyone is every audited and these figures are found to be incorrect by a Tax Agency!

M

mc304

QB Online was displaying non-taxable sales correctly when I pulled a November report on December 18.

Now in mid-January my December report is having the same issue described by original poster. Non-taxable sales are not reporting correctly.

Additionally, historical reports displaying online no longer show non-taxable sales that were correctly on reports printed at time of sales tax payment.

Get your engineers to reinstate coding changed in the last month. This is a major fault. Intuit is leaving itself liable for a major class action lawsuit and possible fines by state tax agencies.

M

marjanbastani

oh my god, I am experiencing similar issues. non-taxble items are not flagged correctly and I just cant match up the taxable sales detail report ( which I also supposedly customize that for non-taxable), with our profit and loss and the tax liability report. There is a glitch there, I have been wasting alot of hours and still can not figure it out.

in my case I see some items perfectly showing up and some are skipped on some reports. I am planning to call Quickbooks on monday. Wish me luck? after reading this thread, I am already dreading it.//

S

SquareTriangle

I am having the same issue and have verified that it is a global issue affecting all 17 of my clients that report sales tax. THIS IS AN EXTREMELY SERIOUS ISSUE. I have been filing incorrect sales tax returns for my clients and they have overpaid sales tax as a result. Quickbooks is expensive software (the price has increased 743%!! since becoming cloud based) and it should perform its basic function: to accurately report numbers for filing taxes. It is egregious that Intuit has known about this issue for almost a year and has still not fixed it, nor even warned its customers not to rely on the incorrect reports in the meantime.

I first called about customer support about this issue on 1/26/21. The rep told me she was escalating the case to an investigation and would email me an investigation number. After hearing nothing, I called back on 2/19/21 and spoke to Ashley, case #[removed]. She told me that the previous rep had never escalated the case. After speaking with Ashley for 2 hours and 58 minutes, and sharing my screen so she could verify the issue, she did open an investigation, #INV55206. She assured me the engineers would work on the issue and to call back in a week to check progress. However, 10 minutes after the call ended, I received these email gems from Quickbooks:

"You recently contacted a member of our support staff regarding unexpected behavior experienced in one of our products. Regretfully at that time we were unable to completely resolve your inquiry and promised to send you periodic updates to keep you informed.

Here is the latest update:

After a thorough investigation we have found that when you are creating invoices with non taxable items, if the tax box is not checked, these invoices will be completely omitted from the sales tax liability report. If you are in this situation, the work around would be to make sure that box is always checked for both non taxable items and taxable items. Please be assured that the taxable and non taxable sales on the sales tax liability report is driven by the Sales tax category on the item itself. For now, you can trust the gross sales amount from the profit and loss to be the accurate total gross sales."

To recap, they are saying that to fix the issue of non-taxable sales not showing up on the report, I should mark all non-taxable sales as taxable. WHAT?? This is a ridiculous suggestion, and would obviously create an entirely other problem: incorrectly collecting sales tax on non-taxable items and reporting non-taxable sales as taxable.

One minute later, I get a second email:

"Thank you for requesting updates on Sales tax liability report not reflecting correctly for gross and non-taxable sales. Our engineers have determined this is working as designed. We appreciate your understanding and encourage you to share your concerns or ideas via the in-product Feedback tool.

To access the Feedback tool, click on the Gear Icon in the upper right hand corner of the Dashboard screen and click on Feedback.

There will be no further updates on this investigation"

I spent 3 hours on the phone (precious time especially at tax season) reporting this issue to Intuit, only to have them close the investigation 11 minutes later. If this is how they treat an Elite Member Pro Advisor how are they treating individual small business customers with this issue? The response was incredibly frustrating, and also suspect. They now have a paper trail of telling me, in writing, that there is no issue at all with the STLR—in fact they wrote the issue was my mistake, as I should have been marking all non-taxable items as taxable. The emails came from <[email address removed]> so there was no way for me to respond in writing.

I just called back today, 1/22/21, and spoke to Ron, who says he reopened my investigation. He told me there was no email address I could use to report this issue in writing. I am posting this so there is a written record of my attempt to notify Intuit of the problem.

Intuit, please immediately notify customers of the bug in the STLR, fix the issue and compensate your customers for the damages related to this bug in the software.

N

NDB

Same exact issue with our company and client files - My workaround: I'm pulling my gross sales from the P&L, and then utilizing the taxable value from the sales report for taxable sales, and deducting this amount for the non taxable from the P&L. I'm so thankful that our client with this issue is using a CRM, because it made me realize the error. I did not have this problem before 2021. MAJOR issue, Quickbooks! I am not even going to waste my time with Quickbooks support chat, as it obviously has only caused more issues for anyone who has attempted.

9

9130 3485 1927 5416

Same exact issue with our company. My sales tax liability report and my profit and loss statement show different amounts for Total Sales. I waste my time with Quickbooks support chat, nothing they can help me, always ask me question, not answer my question.

P

PCBK

I am having the same issue with the STLR matching the gross sales for a month in accrual or cash basis.

The non-taxable sales are not reporting to the STLR at all. I simply subtract taxable sales from my gross income to arrive at NT sales. Not perfect I know, but I was on with the QBO team for 3 hours yesterday and they tried to help me with the other work-a-rounds. They escalated the issue and I will now add my name to this issue. Any new thoughts?

P

Phvntom

Now that our taxes are done, I'm canceling my Quickbooks subscription and moving to Patriot. This problem is still not solved, despite the fact that Quickbooks has had multiple price increases since this question was asked. This issue has plagued my business (which is mostly non-taxable sales) since the dawn of time. I also discovered that over $7,800 of automatic payments were never processed by Quickbooks Payments even though they were marked as paid.

There are better, cheaper alternatives than this unsupported garbage. QB has really fallen off.

9

9130350295299306

we need the totals every month, for gross, taxable, non-taxable & total taxes due, not just total taxes.

pulling an excel spreadsheet every month to do this is very inconvenient

R

ROBINWHITEMGSIGLASSCOM

So are you saying that any sales receipt/sales invoice that doesn't have a taxable line don't show up on the sales tax liability report and that's why I can't balance my total sales on the P&L to the total gross on the STLR?

Thanks,

Robin

bweston

I have been having this problem when QuickBooks enacted their automatic sales tax calculations. Every month the tax QuickBooks says I owe is off. I am not sure how they do their calculation.

Example:

Gross sales: $25327.95; Taxable sales: $13670.21; Sales Tax: 7.6458%

According to the math I would owe $1045.20 (1045.196916).

According to QuickBooks I owe $1044.47.

This really does not make me feel good about QuickBooks calculating anything if this simple calculation is off. I have spoken to support about this and they can not give me a reason. Only that I might try an override tax. That does work. But if my override and the automatic tax is the same, why do I get different amounts?

C

CharleneMaeF

I know it can be challenging when the sales tax calculations are different, bweston. I'm here to help you sort this out.

QuickBooks Online automatically calculates the total tax rate for each sale based on the following:

Your customer's tax exempt status
Where you sell and where you ship
Your service or product's tax category

For more details about how QuickBooks calculates sales tax, please see this article: Automated Sales Tax in QuickBooks Online.

To correct the calculation, I'd suggest manually overriding the amount. By doing so, you'll be able to enter the correct details on the transactions. For the detailed steps, you can check out this article: Adjust Sales Tax.

Additionally, I've included an article that'll help review what you owe to ensure everything is accurate before filing: File your Sales Tax Return and Record your Tax Payment.

I'm only a post away if you need more help in managing sales tax in QuickBooks, bweston. It's always my pleasure to help you out again.

M

marjanbastani

oh my god, you dont even know what the question and/or problem is unfortunately. For over a year that I know, we are talking about the sales tax liability report not matching the actual transactions. and you are talking about rates and tax calc. per sale?!

So so disappointing..

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