Did anyone else's commission tracking quit working last week?

[AdamPaulSalon]

I was running payroll this morning and noticed that our commissions seemed really low. I went back through our transactions and noticed that about mid-week (March 14th), commissions seemed to just stop being tracked! Tips were being tracked just fine, and sales were still being attributed correctly to each person, but the commissions just weren't there any longer. 

I even went into the system to triple check, and all of our employees are set up correctly. I've never had this happen in all the time I've been with square. Was there an update, glitch or something that caused this? This needs to be corrected ASAP. 

[_Violet · Accepted solution]

Hi @AdamPaulSalon @jedikai3000 and @HouseOfInk - Thanks for reaching out to us here on the Square Seller Community to bring this to our attention. I'm sorry to hear that you're all experiencing this issue with commission calculations.

For this issue, we'll need you to connect with our Support Team so they can gather the information required to create a support ticket, as we cannot access your Square account information or reports here in the Seller Community. Then, our engineers can investigate this further. If you haven't already, please reach out to Support directly by logging into your Square account and heading here.

[jedikai3000]

I'm also experiencing this

[HouseOfInk]

Suddenly commission stopped calculating. Commission for each salesperson is in Square appropriately. I didn't change any settings. Commission for the salesperson calculated perfectly until Friday evening on one transaction only. Any ideas why?

[_Violet · Accepted solution]

Hi @AdamPaulSalon @jedikai3000 and @HouseOfInk - Thanks for reaching out to us here on the Square Seller Community to bring this to our attention. I'm sorry to hear that you're all experiencing this issue with commission calculations.

For this issue, we'll need you to connect with our Support Team so they can gather the information required to create a support ticket, as we cannot access your Square account information or reports here in the Seller Community. Then, our engineers can investigate this further. If you haven't already, please reach out to Support directly by logging into your Square account and heading here.

[DaileyWellness]

Same here!!! So disconcerting! Luckily I caught it before running payroll completely other wise our employees would have it been happy. What happened in the system??

everything looks correct in my end, but around Thursday evening is when we noticed commissions just stopped tracking 

[LashExpressions]

Yes it stopped mid day for us on Thursday, March 14th. I called in Friday after "normal business hours" according to customer support and was hung up on! As of Saturday, no commissions were bring tracked!

[WildandBloom]

This happened to me as well. I've been waiting on hold for an hour. Were you able to get this handled on your end?? 

[HPGROOMING]

Mine as well - will call support in the morning

[JasonSQPM]

Hi everyone - thank you for flagging this issue.  We are actively investigating the problem.

More information will be provided as we proceed.

Thank you,

Jason

[ryanwanner]

@JasonSQPM  I've seen this issue pop up in a Facebook group I'm in as well. Looks like the commissions started having problems about 3 days ago now...

[JasonSQPM · Accepted solution]

Hi everyone,

We have identified and resolved the issue for commissions moving forward.  All transactions from now on with commissions should be accurate and displayed properly.  

We are in progress on updating the transactions that were processed since the issue began on March 14.  I will provide another update on the timeline for completion of that effort.

Thank you,

Jason 

[JasonSQPM]

Hi everyone,

One final update from me today.  This issue is now resolved.  All commissions back through the 14th should be up to date and correctly displayed in reporting.  If you use Square for Payroll, we recommend reimporting prior to a pay run.

Thank you for your patience while we worked to resolve this issue.

Jason