Anyone Using Tips Manager, Catering & Events, and MLM Together?

[amyv]

Looking for help from anyone using Catering & Events, Tips Manager, and MLM together.

We operate four locations.

Three locations are experiencing an issue where catering gratuities remain assigned to our Default Catering & Events placeholder profile instead of being redistributed through the configured tip pool.

One location continues to work correctly.

Our setup:

• Catering orders are owned by a dedicated Default Catering & Events profile.
• That profile is configured to contribute 100% of gratuities into the FOH tip pool and receive 0% back.
• Historically this workflow worked correctly.

Current issue:

At three locations, gratuities remain assigned to the placeholder Catering & Events profile instead of flowing through the tip pool.

At one location, gratuities flow through Tips Manager exactly as expected and are redistributed to employees.

The issue is now affecting payroll processing as well.

The Catering & Events profile involved is a placeholder account and not a real employee. It intentionally does not have a payroll profile mapped to it.

Because gratuities are remaining assigned to that placeholder profile, Toast Payroll is identifying it as an employee with tip earnings and reporting it as unmapped. As a result, we cannot properly complete tip distribution processing for payroll.

Because one location works correctly and three do not, I believe there is a configuration difference somewhere rather than a system limitation.

We've reviewed:

• Tips Manager pool settings
• Historical tip pool results
• Catering & Events ownership
• Service charge configuration
• Archived service charges

We've also worked with multiple Toast Support representatives but have not yet identified the root cause.

Has anyone experienced:

• Catering gratuities no longer pooling correctly?
• Service charge changes affecting gratuity treatment?
• MLM settings impacting gratuity routing?
• Payroll mapping errors caused by a Catering & Events placeholder profile suddenly retaining gratuities?

Any suggestions on what to compare between the working location and the affected locations would be greatly appreciated.