Appointments Feature Request: Disable tipping on items - calculate tip based on cost of service(s)

[GroveandBaker]

The title of this post has been edited from the original: Tips should only be calculated on the service part of a sale, not retail

We are a service based business. We provide a service and our customers tip us on that service. But we also sell retail (skincare, lifestyle) items that customers should not tip on.

When our customer comes in for a 90min facial and during check out decides to buy some recommended products also their balance can jump form $130 to $280 very easily. So we now have a $280 balance with services and products, the customer swipes their card and the tip screen suggests a few % options..

Scenario 1, Wrong - 20% tip on total sale

$280 + 20% ($56) gratuity = $336

Scenario 2, Correct - 20% tip on Service only

$130 service + 20% ($26) service gratuity = $156 + $150 retail = $306

Unless we ring an extra transaction to separate retail from service sales, our customer gets ripped off. We make more money, Square makes more money but our customer got ripped off by $30 in Scenario 1.

The solution we previously offered to Square was to let items be "tip(able)" the same way items are currently "tax(able)"

Any thoughts from the Square team?

[IntuitivAlchemy]

Same boat here...I have services and products and would love to set certain items as "tippable"

[Tom]

Hey @uss and @IntuitivAlchemy — thanks for checking in. It sounds like the update that was referred to earlier was for another tipping request which was to have the choice to calculate the amount before or after tax. More on that here: Does Square calculate tips before or after sales tax?

We are still tracking the request for tipping-specific items — please continue to keep in touch for updates. Thank you for your patience as we're always working to improve based on seller feedback!

[Rachelrobbins]

It seems like an easy fix by adding a "on/off"'similar to taxable/non. Why isn't this an important issue for Square? When clients see the "custom tip"they don't want to figure out a percentage in their head and it make things awkward. Small businesses need this. Why can you give us this fix???

[Chad]

Hey @Rachelrobbins, I'm not sure which tipping feature you're referring to. We definitely have percentages you can adjust. From Square Point of Sale head to Settings> Tipping> Set Percentage Amounts. 

On this page you'll also have the option if you want to calculate tips before or after tax. 

I'll keep an eye out for your reply. 

[IntuitivAlchemy]

Hi Chad,

Yes, you are correct, however, if a customer gets a massage (for example) but also buys an essential oil or other retail product, then the tipping is for the ENTIRE purchase versus only the service portion of the bill, isn't that correct?

[Tom]

Thanks for circling back, @IntuitivAlchemy — we see what you mean. Yes, you're correct — the tip will be automatically calculated on the entire amount of the purchase for set percentage amounts. For now, the best workaround is to enable "Allow Custom Amounts" so that your customer can decide how much of a tip they would like to add for services only. We'll be sure to surface your experience with this as well. We want to prevent any awkwardness or errors as you're completing the payment with your customer.

While we do not have any updates on this request yet, you can find more details on tipping options in this section of our Support Center: Accept Tips with the Square App.

[Rachelrobbins]

Is there any update in this? Why is it so difficulty to allow a “on off “ tip feature so we can shut off for products and keep on for services ? !??

[Audramc]

Hello, 

i came sesrching for this fix as well; it’s very awkward with my customers as I try to explain to them that the percentages include the retail products so I feel I am being genuine a and not just accepting large tips without them realizing. Yes, the solution is take away a valuable feature, the automated tip calculator with percentages. I also agree a toggle on/off as is present for Taxable status would be a lifesaver for my small business. 

[Tom]

Hey @Audramc, thanks for taking the time to share your experience with this. While we do not have any developments to share on this right now, I'll be sure to surface your post with the appropriate team members. Please do keep in touch for updates.

[greentea]

Any updates here? This is a MAJOR trust breaker for businesses which have services and sell retail products. I had a client come back and complain that she overtipped because it calculated the percentage based on a small service, but a large retail purchase. I had to refund her to make her happy, and try to explain that I wasn't aware the system did this so no, I wasn't essentially trying to rip her off by collecting extra tip percentages. It shouldn't be hard to program in a toggle, just like you have for taxable items. Tipable item Yes/No. This has been an ongoing issue for years and really needs to be addressed.