topic Re: Service Charge - Not Calculating Correctly in Restaurant Operations

Service Charge - Not Calculating Correctly

rkellerman — Tue, 01 Apr 2025 18:16:02 GMT

I was wondering if anyone else has seen this issue. A few of our locations over the last week or two have told us that our percentage-based service charges that we have created for gratuity have not been calculating correctly.

We have Toast configured to calculate tips post-tax, but the service charges are NOT following that configuration anymore.

After doing some research, it appears that this happened when our locations received a Toast update around March 17th.

We can see them working correctly around that date then after March 17th or 18th they started not working correctly.

Toast is still calculating correctly when it comes to the three options that are displayed on the devices for the guest to pick however it is no longer calculating correctly when we apply one of the pre-defined service/gratuity charges we have setup.

We opened a ticket however we have not gotten anywhere yet with Toast Support so thought putting it out here would be good to see if anyone else is having this issue.

Re: Service Charge - Not Calculating Correctly

rcmck — Tue, 01 Apr 2025 18:56:12 GMT

They can be set independently in version 2.83 https://doc.toasttab.com/doc/relnotes/techReleaseNotes2_83.html

Re: Service Charge - Not Calculating Correctly

rkellerman — Tue, 01 Apr 2025 19:20:33 GMT

Thank you however when you go into the Service Charge setup there are no settings to have the gratuity configured pre or post tax.

There is a tax setting that has always been there but that is only to apply taxes to the service charge which is completely different.

I feel like we are missing a setting under the service charges after this new feature change.

Re: Service Charge - Not Calculating Correctly

rcmck — Wed, 02 Apr 2025 14:24:02 GMT

You're not seeing this at all? What app version are you on?

Re: Service Charge - Not Calculating Correctly

rkellerman — Wed, 02 Apr 2025 14:01:23 GMT

Yes, that is an option however that does not fix the issue. When we do post -discount it is still not doing the percentage-based gratuity on post tax. We are on version 2.84.

The same option that is under UI Options for Tipping, screen shot below, really needs to be added to the Service Charges now if they are going to be controlled separately.

Re: Service Charge - Not Calculating Correctly

rcmck — Wed, 02 Apr 2025 14:25:39 GMT

My bad I read that screen too quickly, that was for taxes. The documentation says it should be under UI options in the same area, but I am not seeing it either.

Re: Service Charge - Not Calculating Correctly

Rob — Wed, 02 Apr 2025 18:16:04 GMT

Could you post a screenshot of what you see? I will relay this to my team to see if this is a know issue!

Re: Service Charge - Not Calculating Correctly

rkellerman — Wed, 02 Apr 2025 18:36:31 GMT

Hi Rob,

Here are the options we see when creating a service charge.

Here are the options we see under UI Options under Tipping.

Re: Service Charge - Not Calculating Correctly

Rob — Wed, 02 Apr 2025 22:21:40 GMT

Thanks for this! I have relayed this to my team. Do you have a support case open for this, too? If the update caused the issue, I want to make sure a ticket is filed for investigation.

Re: Service Charge - Not Calculating Correctly

rkellerman — Wed, 02 Apr 2025 23:55:37 GMT

Hi Rob,

Yes, we do it is case #14061469.

Thank you!

Re: Service Charge - Not Calculating Correctly

jsc — Thu, 03 Apr 2025 22:57:01 GMT

we are having the same issue - i’ve spent a lot of time on the phone with toast and i’m not sure if they’re going to fix it.

Re: Service Charge - Not Calculating Correctly

Rob — Mon, 07 Apr 2025 18:19:14 GMT

This issue is still under investigation with engineering and a resolutions has not yet been reached, but they are actively working on it!

Re: Service Charge - Not Calculating Correctly

rkellerman — Wed, 09 Apr 2025 21:35:15 GMT

Hi Rob,

I received an update on our support ticket today that this was fixed. I have tested at all of our locations, and it is working correctly now.

I am not sure what exactly they did yet, but we are back up and working with these service charges calculating on post tax.

Thank you!

Re: Service Charge - Not Calculating Correctly

jsc — Thu, 10 Apr 2025 16:34:50 GMT

hi!

how long did this take to fix for y'all?

ours still isn't working correctly.

Re: Service Charge - Not Calculating Correctly

rkellerman — Thu, 10 Apr 2025 18:03:29 GMT

Hi!

Once we notified Toast support and did some back and forth it was corrected in about 7 days.

Thank you!

Re: Service Charge - Not Calculating Correctly

Rob — Thu, 10 Apr 2025 18:36:38 GMT

@jsc Hey! I just got word that this change has been reverted, so this issue should be fixed for you; let me know if you have any other questions!

Re: Service Charge - Not Calculating Correctly

jsc — Thu, 10 Apr 2025 18:39:20 GMT

hi rob!

it's still not working for us - i just tested it and then closed out the app and reopened it and it's still calculating pre-tax instead of post.

Re: Service Charge - Not Calculating Correctly

Rob — Tue, 15 Apr 2025 20:18:57 GMT

I have reached out to you via DM to get more information about your location so that we can resolve this!

Re: Service Charge - Not Calculating Correctly

Rob — Thu, 17 Apr 2025 18:41:41 GMT

This configuration change is part of a recent update that only affects a few locations. If you would like it reverted, please contact me, and we can make this change for you!

Re: Service Charge - Not Calculating Correctly

kylelastella — Tue, 06 May 2025 15:47:44 GMT

I am having the same issue with my system We want to compute service fees on post tax amounts. We we able to do this and no we cant.