Reference this article if you have a dealer who says the Total Gross values or Total Revenue (sale price) displayed in the DMUI do not match their calculations.

9 times out of 10, the issue is comparing “apples to oranges".  Read on to find out what our Dashboard data represents, where we pull the Gross values from, and how to ensure the dealer is comparing to the exact same fields & calculations that we use.

MTSA Pro and Pro+ Dealers

Where We Get Gross Values From

To see which Gross fields we take in for each DMS, see How We Count Sales.  Reference the “Gross Fields” column.

Gross Values in the Dashboard Data

• Executive Summary 
  • Total Gross - Sum of the “Total Gross” column on all Sales taken from the DMS.  
    • If the DMS or sales file does not provide Total Gross, we calculate this using Front Gross+Back Gross.
    • This may not match what is shown on the ROI Audit page.
• ROI Audit
  • Total Sales Revenue on the ROI Audit page is the sum of the Sale Price on Sales from the DMS.
  • Total Gross on the ROI Audit page is calculated as Front Gross+Back Gross=Total Gross.
  • If your DMS uses a custom formula to calculate Total Gross (such as factoring in Commission amounts), that will not be reflected here.
    • Because this is calculated and not pulled directly from the DMS, the values may not match what is shown on the Executive Summary page under Total Gross.

Troubleshooting Steps

If a dealer's Total Gross values do match those shown in our DMUI, there can be several causes.  Please follow these steps to investigate.

1. Verify that the dealer's Sales Counts for the month match what we are showing in Sales Standardized.  Remember the dealer needs to exclude any B2B Sales from their counts.
   1. Use this article to help verify their sales counts: Verifying Sales Counts 
      1. If there is a discrepancy in sales counts, we need to resolve that first before exploring any Gross mappings.  For steps to investigating, see: Sale Count Discrepancies 
      2. If the sales counts match closely enough, proceed to the next step.
          
2. Determine exactly what data you are looking at in the Dashboard.  This is important so that you make sure you are comparing "apples to apples".
   1. Executive Summary page - the dealer should compare to the “Total Gross” field we take in from their DMS
      1. If they are a Collect, refer to the file to see if a Total Gross column exists.  If no Total Gross column exists, our system will add Front Gross + Back Gross from the collect file.
   2. ROI Audit page - 
      1. Total Gross:  the dealer should add together the Front Gross + Back Gross values that we take in from their DMS to get a number to compare with.  The Total Gross on the ROI Audit page may not match the sum of their “Total Gross” from their DMS if they are using a custom Total Gross calculation that factors in other numbers besides Front Gross + Back Gross.  (Some dealers factor in Commission when calculating Total Gross.)  There is no way around this / to make it match on the ROI Audit page, even if the dealer were to go Collect - because of how the ROI audit page is coded.  It is Front Gross+Back Gross=Total Gross.
      2. Total Revenue:  The dealer should add together the Sale Price column from their DMS.
          
3. Verify how the dealer is pulling their $ amounts
   1. Verify the Source - The dealer needs to pull their sales counts from the same source we are using - usually their DMS (occasionally the CRM).  The dealer cannot use financial or accounting reports that do not come directly from their DMS.  Check the dealer's DMS task on the SA + TVA Ops Monthly Tasks board to find where Clarivoy is sourcing the dealer's sales data.  
       
   2. Which Gross fields is the dealer looking at?
      The dealer needs to pull their gross values using the same fields we are using and compare to the same sources we are using.
       
4. Verify how Clarivoy is pulling their $ amounts
   1. Determine What Gross fields we take in from their DMS - To see which Gross fields we take in for each DMS, see How We Count Sales.  Reference the “Gross Fields” column.  If a DMS is not listed on this chart and we are pulling their sales from DealerVault, you can ask Ops Team to request the DMS-specific mappings from DealerVault to find out which fields we map for Sale Date, Front Gross, Back Gross, and Total Gross.
   2. If only one field is missing (Front Gross or Back Gross) in the sales data:
      1. if Back Gross is missing, we calculate back_gross = total_gross - front_gross
      2. if Front Gross is missing, we calculate front_gross = total_gross - back_gross
   3. If both Front Gross and Back Gross are missing but Total Gross is not:
      The total_gross values get put into front_gross by the sales processing DAG.
      front_gross = total_gross
   4. Total Gross Missing from sales data: If Total Gross is missing from the sales data, it is not calculated in sales_raw, but calculated by the Dashboard code.
       
5. If the Gross fields Clarivoy is using do not match what the dealer wants to use:  If the dealer wishes to use a different gross field than what is listed for the DMS:
   1. CDK API - We can custom map fields.  (For more information on CDK custom mappings, see CDK Integration.)  Look at CDK Raw and determine the Gross field the dealer wants to use, then open a ticket for Ops Tickets Board and include:
      1. The property name(s) and ID(s)
      2. The name of the DMS field(s) and the name of the Clarivoy Sales Standardized fields you want them mapped to
      3. Which month(s) you want data corrected for
      4. Is now a good time to perform the data correction?  (If you have an upcoming meeting and need us to wait, specify when you would like the correction performed)
   2. Tekion SFTP - We cannot custom map fields if the dealer is using our Tekion DMS integration.  They will need to switch to uploading a Sales file every month (COLLECT).  Ensure that all 3 gross fields appear in their file and that you map them properly.  Follow the process here: Changing Task Methods: Switching from an Integration to Collect.
   3. DealerVault - We cannot custom map fields if the dealer is using DealerVault.  They will need to switch to uploading a Sales file every month (COLLECT).  Ensure that all 3 gross fields appear in their file and that you map them properly.  Follow the process here: Changing Task Methods: Switching from an Integration to Collect.
   4. Wall-E pulling sales from CRM - Many CRMs do not provide Gross values on Sales.  In CRMs that do provide Price and Gross, the data is often times largely incomplete (values are blank on many sales, or the amounts do not match what is in the dealer's DMS).  
      1. No Gross values available - If we are not receiving Gross values from the CRM, the dealer will need to upload a Sales file to us each month instead in order for us to receive the Gross values.
      2. Dealer wants a Custom Mapping - If the dealer wants a custom Gross mapping, we cannot custom map fields if we are pulling Sales from the dealer's CRM using Wall-E. They will need to switch to uploading a Sales file every month (COLLECT).  Ensure that all 3 gross fields appear in their file and that you map them properly.  Follow the process here: Changing Task Methods: Switching from an Integration to Collect.
   5. Collect Files - We can set up custom mappings for each property's Collect sales file.  Check with Ops Team to see what the existing mappings may be for a specific property or to request an update to the mappings.  Please Open a Ticket on the Tickets Board for the Ops team to request the current mappings or any changes.
       
6. Requesting an Investigation from the Ops Team: After following all troubleshooting steps listed above, if you cannot determine the cause of the Sale Price or Gross Values Discrepancy, Open a Ticket on the Tickets Board with Category=QA Issue: Price or Gross and provide all of the following information:
           ALL ANSWERS ARE REQUIRED FOR OPS TO INVESTIGATE!
   1. What property is affected?
   2. What month's data is in question?
   3. Do the dealer's sales counts match ours?  (If no, STOP and complete a Sales Count Discrepancy investigation instead - see https://clarivoy.helpjuice.com/sale-count-discrepancies )
   4. What method are we using to collect the dealer's Sales?  (DealerVault, CDK API, Tekion SFTP, Collect file, Scraper from CRM)
   5. For each field being disputed, provide the dealer's total sum for the month:
          - Front Gross = 
          - Back Gross = 
          - Total Gross = 
          - Sale Price = 
   6. For each field being disputed, provide the name of the DMS or CRM from which the dealer sourced their data:
          - Front Gross = 
          - Back Gross = 
          - Total Gross = 
          - Sale Price = 

Source Reports Dealers

Collect:  Data counts come directly from the dealer provided sales file.  

1. First, verify that Sales Counts in Sales Standardized match what the dealer is expecting.  Remember, B2B Sales are filtered out.
2. Verify the mappings used for the property's Collect sales file and confirm that we are mapping the columns that the dealer wants.  If necessary, correct the mappings, then you can delete and reload previous data up to 90 days back.

Scraper:  Dealer provides us a login to their CRM and we pull the sales from their CRM using our Wall-E Scraper process.  Every day we pull the previous 5 days and perform “Sales Row updates” using the newest versions.

1. First, verify that Sales Counts in Sales Standardized match what the dealer is expecting.  Remember, B2B Sales are filtered out (IF their CRM includes a Sale Type field; if not, we use customer name filtering to filter B2B sales but it is not 100% accurate due to variations in names).
2. There are other potential issues that could cause Gross or Sale Count discrepancies when pulling sales using the CRM Scraper, including, but not limited to:

• No Gross values available - If we are not receiving Gross values from the CRM, the dealer will need to upload a Sales file to us each month instead in order for us to receive the Gross values.
• Dealer wants a Custom Mapping - If the dealer wants a custom Gross mapping, we cannot custom map fields if we are pulling Sales from the dealer's CRM using Wall-E. They will need to switch to uploading a Sales file every month (COLLECT).  Ensure that all 3 gross fields appear in their file and that you map them properly.
• Blank VINs - Often times CRMs include sales with no VIN number.  Clarivoy does not take in any sales without a VIN.  (This is because the VIN is used to “dedupe” sales data)
• Date changes - If a dealer enters a sale, then later changes the date on that sale,  both entries count as Sales in the dealer's data.  We have no way of identifying that the new date is a sale that was changed (instead of just the same car being sold multiple times within a month).  We dedupe based on same VIN, same Sale Date, same Property ID.
• Data updates > 5 days after finalizing sales - We only receive updates on sales for the first 5 days after the sale is entered into the CRM.  If the dealer is updating sales more than 5 days after the sale was first entered, we will not receive the updates.  The dealer should switch to providing a COLLECT file instead in this case.
• Dealer is slow to finalize sales - We pull the most recent 5 days of sales every day from the dealer's CRM.  If a dealer takes more than 5 days to finalize a sale, we will not receive it.
• B2B Filtering - Most CRMs do not have a Sale Type field to indicate if a sale is a B2B sale.  If there is no Sale Type field, we attempt to filter B2B sales using the Customer Name.  It's possible we are filtering out sales as B2B but the dealer is including those in their CRM sales count.