Unable to Turn off Tipping in Appointments

[LovingArmsPS]

I only offer a single service in my appointments and it is for a new client consultation. I do NOT want the potential client to see a tip prompt... I do not accept tips for visiting with a pet sitting clients to determine whether we can provide services or not.  Where do I disable this?

[TheRealChipA]

Hi @LovingArmsPS.  If, as I suspect, you accept tips at all then you can’t do this right now.  Tipping is a business global setting, not one at the item or service level.  This will require that you head over to the Ideate Board and submit a feature request to the Square Appointments team.  This will get the ball rolling on research and evaluation and the team will eventually let you know if this is something they choose to add to a future product roadmap.  It’s probably obvious by my careful wording there that you should not expect quick turnaround.  New features have to be designed, planned and tested before they are rolled out, usually.  All you can do right now is exactly what you are probably already doing.  When a new consultation customer pays you’ll need to enter a custom tip of zero.  

[LovingArmsPS]

As far as I can tell, I have this disabled globally. I found ‘allow tipping’ in numerous areas and have disabled them everywhere I have found it, yet it still shows up on the appointments payment page.

[TheRealChipA]

Ah.  Well, that’s a different problem, for sure.  Ok.  At the risk of suggesting things you might have already done, but wanting to be very thorough here, here are the places I know you need to disable tipping.

• On your POS go to More > Settings > Checkout > Tipping.  Toggle off “Collect Tips”
• Do you have any other non-Appointments POS devices?  For example, do you have also use the standard Square POS?  If so, you’ll need to follow the same steps above.
• While you don’t need it for the Appointments POS, have you created POS devices in your online Dashboard > Device Management > Points of Sale > POS devices?  If you have, there is a “Collect Tips” setting there, too.

If all of these look correct, then after the holiday weekend you’ll need to get on the phone with Square Customer Support.  There might be an internal issue with your account that needs to be investigated and fixed.

[LovingArmsPS]

I did find the setting enabled under device management option and disabled it there as well. Sadly it is still offering the tip option on appointment check out page. Thank you so much for your time in trying to help me resolve this, but it appears I will need to contact support on Tuesday.

-Tess

[TheRealChipA]

Interesting.  One more thing that came to mind.  After you disabled it in the device management settings, did you force quit and restart your POS devices?  Usually you should do this to force them to refresh their settings.  

[LovingArmsPS]

I did not force restart.. how do I do this?

[TheRealChipA]

Force quit the app.  Depending on your device (iPad or Android) the steps are different.  But you can Google “force quit app on xxx” to see videos of how to do this.  Then restart the app again.  Hopefully that helps.

[LovingArmsPS]

Oh, okay.. yes I did completely close it and still have the issue- I only use web version and iphone app. 

[TheRealChipA]

So weird.  Ok, definitely it’s time to get in touch with support.  They can access your account and see what you are seeing, then escalate this as needed.  Good luck!  Oh, and once you get resolution, please come back here and post what was wrong and what needed to be done.  It will help future sellers who have this issue and hopefully find this thread!  Thanks.