Get Help With Tip Discrepancies in Reporting

In this Article:

• Tip Discrepancy Overview
• Check for Missing Shift Reviews/Open Shifts
• Check for Auto Clock-Outs
• Check for Tip Adjustments
• Check for Tip Withholding Configuration
• Check for Future Orders

Tip Discrepancy Overview

If your Payroll Export report doesn't match what you see on your Labor Summary or Sales Summary in Toast Web, this may be due to a few scenarios. Since it's an export, your downloaded Payroll Export is static and provides data based on closed and completed shift reviews at the time the report was generated, while the Labor and Sales Summary reports in Toast Web are updated in real-time and are based on closed check information. If either a check is edited or a payment is completed outside of a shift review, this would reflect on the real-time Labor and Sales Summary reports, but not in the static Payroll Export report, leading to discrepancies.

If you notice a discrepancy, try the troubleshooting steps outlined in this article.

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Check for Missing Shift Reviews/Open Shifts

If a shift review is left open or if an employee never clocks in to complete one, any tips collected during that period will not reflect on the Payroll Export.

To verify if an employee has completed their shift review, follow these steps:

1. In Toast Web, navigate to Reports > Labor > Shifts.
2. Adjust the date range and location(s) as needed, then select Update.
   1. Note: The date range at the top of this page must be set to a single day; otherwise, open shifts will not display.
3. If an employee appears within the Open Shifts section of this page, you'll have to close their shift. For instructions, see the Make Corrections to a Shift Review Left Open section of this Support Center article, Get Help with Cash Drawer and Shift Review.

1. Navigate to Employees > Shift review > Advanced shift review setup.
2. Under Shift review > Require shift review section, select Required.
3. Save and publish your changes.

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Check for Auto Clock-Outs

Check your Time Entry Management report to see if any auto clock-outs remain.

1. Navigate to Reports > Labor > Time entry management.
2. Adjust the date range and location(s) as needed.
3. If you notice the auto-clock out toggle has a number included in it, enable the toggle to view employees who were auto-clock-out by Toast.
   
   
   
   
4. Take action to take to correct this by editing the Time out field directly on this page.

If an employee was auto-clocked out within the business week, you will want to follow the instructions in the Make Corrections to a Shift Review Left Open section of this Support Center article, Get Help with Cash Drawer and Shift Review.

To learn more, see Edit Employee Time Clock Entries.

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Check for Tip Adjustments

Just like with shift reviews not being completed, adjustments made after a shift review is closed will not reflect on the shift review. Navigate to Reports > Sales > Orders and use the filters to narrow down to a specific day, shift, and/or employee. This contains each order's final tip details, so compare this information with the shift review to locate any adjustments made.

If adjustments outside of a shift review are caught before the end of the business week, it's possible to reopen the shift review to sync these changes. You can see how to reopen shifts with Reopen an Employee's Shift From Previous Days.

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Check for Tip Withholding Configuration

This is a likely cause for tip discrepancies. Verify the tip withholding percentage that is configured for your restaurant. To do this in Toast Web, navigate to Employees > Payroll management > Tip withholding > Tip withholding percentage field. Also, keep in mind that tip withholding applies to both credit card tips and gratuity.

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Check for Future Orders

Tips attributed to future orders will appear in the shift review of the day the order was placed. The payment will appear in the payment breakdown on the Sales Summary report and in non-cash tips. It will NOT appear in the Tips field at the top of the Sales Summary report until the day the order is completed.

For more information, see Scheduled Future Orders Reporting.

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