Question

When I view the Payroll Details Report or Payroll Summary Report, the expected payroll amounts for my staff members is incorrect. Why isn’t their payroll calculated correctly?

Answer

To resolve the issue, follow the instructions below. If the issue persists after completing these steps, please contact WellnessLiving Support.

The incorrect pay rate was selected for the staff member

Verify the staff member’s pay rate in the PAY RATE column of the Payroll Details Report. If the pay rate is incorrect, you can modify the staff member’s pay rate from the staff member profile page.

The service was booked before the staff member’s pay rate was assigned to the service

If a service is booked before the staff member’s pay rate is set up for the service, the Payroll Details Report won’t calculate the staff member’s payroll. If you set up the staff member’s pay rate after a booking is made, you must cancel the booking and book the service again.

The correct pay rate was selected for the staff member, but it was configured incorrectly

When setting up a staff member’s pay rate, you can configure the pay rate settings to allow your staff member to get paid for no shows, late cancels, empty sessions, when they receive a bonus, get a cap on their pay rate, or receive compensation for unpaid sessions.

The staff member’s pay rate has been modified and then applied retroactively to payroll reports

When you modify a staff member’s existing pay rates, the updated pay rate will be applied to all past records and records going forward in the Payroll Reports.

If you want to modify a staff member’s existing rate and don’t want the new pay rate to affect previous records, you can set up a new pay rate and associate it with the appropriate services.

The staff member is paid based on a pay per client rate, commission rate, tiered pay per client rate or tiered group rate, and the Purchase Option used is excluded from payroll calculation

If your clients attended services using Purchase Options that exclude them from the payroll calculation, they won’t be factored into the staff member’s pay. This won’t affect staff members who are being paid hourly or per service session but will affect staff members who are being paid with other types of pay rates.

To solve this issue, you must select Include clients who use this purchase option in payroll calculation under Advanced Settings when creating or modifying a session pass or membership. For more information, see Session pass advanced settings and Membership advanced settings.

The staff member is paid based on a commission rate and the Purchase Option doesn’t have an approximate revenue per session

If the staff member is paid based on a commission rate, you must set up the Purchase Option so that it includes an approximate revenue per session.

To solve this issue, you must select Approximate revenue per session under Advanced settings and enter the staff commission rate when creating or modifying a session pass or membership. For more information, see Adding a rate of commission to a membership.

The staff member is paid based on a percent commission rate and the Purchase Option used is $0

If a staff member is paid based on a percent commission rate, they won’t be paid when a client books services using Purchase Options that were sold for $0. This may occur when a business owner wants to offer a free trial Purchase Option to attract new clients to try out their services. Since the commission is calculated based on the selling price of the Purchase Option, changing the price after the Purchase Option has been sold won’t affect the staff payroll calculation.

If you’ve set the price incorrectly for your Purchase Option, you must create a new Purchase Option and set the correct price, see Creating or modifying a membership and Creating and modifying a session pass.

If you want your staff member to get paid for Purchase Options that were sold for $0, you must modify a staff member’s pay rate so that they get paid based on a flat-rate commission.

The per-session pay rate is calculated incorrectly based on the number of clients in attendance

If a staff member is paid based on a percent commission rate per session, the commission will be applied based on the cost per session attended by a client. The commission paid to the staff member is calculated by dividing the total value of the pass by the number of sessions, then applying the commission rate to the cost per session.

For example, if a client purchases a session pass with 10 visits for $100 and then visits the class once, the commission will be calculated as $100 (total pass value) divided by 10 (the number of visits assigned to the pass), with the 50% commission rate applied to this calculated cost per visit. The result will be a $5 commission paid to the staff member. If the client attends a second class using the pass, the commission paid to the staff member will be another $5.

This also applies to the number of sessions in an event. For example, if an event with five sessions costs $50 to enroll in, and a client shows up for one session, the staff member will be paid 50% of the cost of one session, or $5, for that client.

The client rate, tiered client rate, or commission rate is calculated incorrectly based on the number of clients in attendance

If a staff member is paid based on a client rate, tiered client rate, or commission rate, their pay rate is calculated based on the number of clients who attended a service.

First, ensure that the number of clients who booked the service actually attended the service.

Additionally, each client’s attendance status must be changed to Checked-In to be included in the payroll calculation. If the client’s status remains as Booked, Confirmed, Pending, or Requested, they won’t be included in the staff member’s payroll calculation.

By default, clients with an attendance status of Late cancel or No-show aren’t included in the payroll calculation; however, you can choose to include them when setting up a pay rate. For more information, see Pay rates.