Troubleshooting: Commission and Payroll Report

For Commission and Payroll Report FAQs, click here

For help running and understanding the Commission and Payroll Report, click here

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.