Troubleshooting: Commission and Payroll Report

This article will help you troubleshoot common questions and discrepancies related to the Commission and Payroll Report. Because this report relies on finalized payment data and specific date logic, results may differ from other commission reports or from what you expect based on contract activity.

Use this guide to understand why discrepancies occur, how the Commission and Payroll Report calculates data, and what steps to take when results don’t align with other reports.

Related Articles

For additional context and deeper guidance, refer to the following resources:

• Commission and Payroll Report FAQs
• Running and Understanding the Commission and Payroll Report
• Report Comparison: Draft Commission vs. Commission and Payroll
   

Issue: Report is returning no data.

Troubleshooting Steps: 

1. Check to see that you have the ability to run the Commission and Payroll. 

2. Navigate to Setup > Staff > Commission Tiers > General Settings > Payroll Settings > Run Session Payroll > Set toggle to Yes

3. Then navigate to Setup > Staff > Commission Tiers > General Settings > Commission Settings > Run Commission > Set toggle to Yes

Issue: No Agreement Commission is Showing

Troubleshooting Steps: 

1. Verify the Commission Tier.

• Navigate to Setup > Staff > Commission Tiers > New Agreement Tiers
• Verify that the staff type of the employee has a tier set up

2. Verify the Staff Type

• If the staff member has cross-club access, their staff type must be a chain level staff type. If it is a club level staff type, commission tiers will only apply at their home location. 
• Navigate to Setup > Staff > Staff & Permissions. Club level staff types will have an edit pencil next to them. Chain level staff types will have "defined by corporate" next to them. 

3. Assigned Commission

• Navigate to the customer's account > Agreements > Full Details > Primary Sales Person

Issue: No Product Commission

Troubleshooting Steps: 

1. Verify the commission Tier

• Navigate to Setup > Staff > Commission Tiers > Product Tiers
• Verify that the staff type of the employee has a tier set up

2. Verify that the product is commissionable

• Navigate to Setup > Products > Search for the product, then verify that the product has at least one product category assigned to it. For a product to be commissionable, it must belong to a product category that is set up to be commissionable.

3. To toggle a product as commissionable, navigate to Setup > Products > Product Categories > locate the category, then click the edit pencil > Click "This Category is Commissionable" checkbox

4. Verify that the sale of the product was assigned to the correct employee

• Navigate to the customer's account.
• Locate the invoice for the product.
• Invoice ID number
• Primary Salesperson

Issue: No Class Payroll

Troubleshooting Steps: 

1. Verify the filter and date options for the report, e.g. are consults included? 

2.  Verify class payroll is set up. 

• Navigate to Setup > Scheduling > Classes/Group > Click the edit pencil next to class > Instructors. Verify that the instructor is on the list and is set up with the correct pay structure.                                                                                                                                                                                    

Issue: No Session Payroll

Troubleshooting Steps: 

1. Verify the filter and date options for the report, e.g. are late cancellations included? 

2. Verify Session payroll is set up

• Navigate to Setup > Scheduling > Services > Click the edit pencil next to Service > Employees. Verify that the instructor is on the list and set up with the correct bay structure.