Missing Tips

[Circletax]

I can't be the only one that is having this problem.  I spend way too much time each week running multiple reports to figure out where tips are disappearing to.  First problem I'm having is if someone closes out a ticket and then immediately clocks out it doesn't record that tip to them if it's during the same time.  For example, server closed out the ticket at 7:00 pm and then was done for the day so timed out at 7:00 pm.  The tip on that ticket does not add when I run the payroll reports.

Second problem I'm having...employee transfers the ticket to someone else because shift is over.  For some reason the tip doesn't apply to the person it was transferred to and it doesn't show up on the original employee's name because that person is timed out.  So for example Bartender A opens a tab for someone at 6:30.  That person's shift ends at 7, so they transfer the ticket to Bartender B.  When I look at the ticket it shows the tip goes to Bartender A so it doesn't show up on any reports.

Am I missing something when it comes to transferring the ticket?  Is there something else the employees are supposed to do to get the tip transferred to them?  Also why would it not sure a tip for someone just because they were timed out?  I mean it's still their tip right?  

[Summer2024 · Accepted solution]

Hi, @Circletax ! 

You aren't alone in these frustrations, as I have seen the request often for better tipping settings with Square. Our product teams see these are working to improve them. 

Regarding your first issue, when a team member closes a ticket and immediately clocks out, Square may not associate the tip with that employee in payroll reports if the timestamp for the clock-out is the same or overlaps with the final transaction. A possible workaround is encouraging your staff to wait at least 1–2 minutes after closing their final ticket before clocking out, or to review their open tickets before ending their shift. You can also adjust clock-out times manually in Team Management if needed.

On the second issue, ticket transfers and tip attribution can be tricky. By default, tips often stay assigned to the original ticket owner, even if the ticket is transferred. If Bartender A opens the ticket and transfers it to Bartender B, but the tip is left as-is, it may still reflect under Bartender A, even if they’re clocked out. Unfortunately, if that employee is no longer “on the clock,” Square payroll reports may not include the tip. (Frustrating, I know) 

To resolve this, you might:

• Enable the "Reassign Tips" permission so employees can manually assign tips when transferring tickets. (This could get rocky though depending on staff members) 

• Use a policy where transferred tickets are closed out by the new owner, allowing the system to attribute the tip correctly based on who finalized the sale. 

I hear your feedback and hopefully tipping settings will improve soon. I hope this helps.