Hand Held Suggested Tipping gone haywire, suggesting low %

[MorleysBY]

Looking for help.

Our restaurant has set up suggested tipping with percentages at 20%, 25%, 30%.  When we print a receipt from the terminal, the receipt mirrors what we have set up.  Unfortunately, both our handhelds reflect much lower percentages (3%, 7%, an 3%).

We have tried turning off and restarting handhelds.  We have tried disabling suggested tipping, we have tried reentering desired amounts....and we have hit save and publish.  None of these things are correcting the problem, the handhelds still show suggested tips at 7%, 5%, and 3%.  We just caught this, and it has probably hit our employees pockets (and in turn ours) substantially tonight.  I have been on hold with Toast for over 20 minutes.  Does anyone have any suggestions that I have not already mentioned?  

Thanks in advance.

[rcmck]

Do you have any auto gratuity added? 

[MorleysBY]

Do not have auto gratuity added.  I was told by Toast that it is a problem with how the hand-held decipher service charges.   Somehow the hand held, not the main service terminal, were reading a service charge that we had entered (several months ago) and making a calculation on their own.  Toast was to correct and I was to test when I get back to our location.  I have not tested yet.  

Appreciate the response.  Do you have any experience with this issue?

[rcmck]

I don't have any first hand experience with it but I know that depending on how a service charge is configured it can affect the tip suggestions for digital receipts. 

[mclains-rebekah]

We have had this experience. Discovered the issue was there was a service fee already attached to the check, so the suggested tip calculations thought the check already had a tip attached to it, thus giving the smaller "additional tip" amount suggestions. 
What we did to rectify this was to set the "service fee" as *not* gratuity. That way guests could still add a full tip to their check when prompted.