Service Charge - Not Calculating Correctly

[rkellerman]

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. 

[rkellerman]

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! 

[jsc]

hi!

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

ours still isn't working correctly. 

[rkellerman]

Hi! 

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

Thank you! 

[jsc]

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. 

[Rob]

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