Square did not give employee their tip

[icedreammmshop]

Hi all, I'm seeking advice here because I've had the absolute worst service from Square for over a month. I had two employees clocked in to tip eligible roles at the time a tip was given by a customer. One employee received 100% of the tip and the other received nothing. I've asked where about this and they gave me a canned response about payroll. I asked again then said the employee received their direct deposit which has nothing to do with this. Has anyone had this happen?

[DinaLRosenberg]

I understand your frustration. Square really should have a dedicated payroll department that understands the ins and outs of their capabilities. I had an issue with the federal 941 and it took me 35 minutes to fully explain myself and get an answer. I have worked in payroll before (managed a government payroll of $180k a week with 80 employees- believe me you call a payroll company- they get you answers fast).

Anyway- wondering if you checked this article? https://squareup.com/help/us/en/article/6480-square-payroll-tip-importing

It seems like the tip sharing is in the shifts tab and you can allocate from there. It seems tip eligibility has to also do with job title- are the two employees listed under the same title? I have run into this issue before with Job Title- I didn't realize when entering employees into the system how important title was, and I have a few employees doing the same thing that have different titles.. LOL.. I went to change them and it messed up a lot!