Commission Looks Wrong

Nine causes account for nearly every "my commission is wrong". Work down the list; each check takes under a minute.

1. Are there open tickets?

Unfinished work is not in the number. Search Tickets for anything still open in the period, for that person.

This is the most common cause and the easiest to fix. Send Finish Pending Tickets Reminders and Max Tickets Per Stylist reduce it going forward.

2. Is kept cash eating it?

If Stylist Keep Cash is on, cash the stylist took at the chair is recovered from their commission. A commission near zero for someone who clearly worked usually means exactly this.

Open the kept-cash breakdown in the Period Summary. It lists the tickets. See Stylist Keeps Cash, explained.

3. Is a supply price reducing it?

With Reduce supply price from commission on, commission is calculated after materials. A 50% rate on a $200 colour with a $40 supply price pays $80, not $100.

Show Full Commission Rate decides whether they see 50% or the effective 40%. If they are reading the agreed rate and the paid amount, the two will not reconcile — and that is the setting, not an error. See Supply price and commission.

4. Did the rate change mid-period?

Refresh Previous Tickets Commission decides whether a rate change moved tickets already closed. If it is on, earlier tickets in the period were recalculated. See Change a commission rate mid-period.

5. Is there a custom commission on the service?

A service can carry its own rate, and Override regular commission decides whether it replaces the person's rate. Check the services on the tickets in question, not just the person's percentage.

6. Was there a refund?

A refund reduces what the ticket earned, and it lands in the period of the original ticket, not the period you processed it in. A refund today can move last month's number.

7. Was it a collaboration?

On a collaboration each person earns on their own ticket. If they expected to earn on the whole visit, they were expecting the wrong thing. Check the group. See Run a collaboration.

8. Are they looking at tips or commission?

Tips are not commission. Whether tips are already paid out depends on Transfer Tips to Stylists and the instant cash-tip settings. A stylist who has been handed cash tips all week will see a smaller balance, correctly.

9. Are they looking at the right period?

Pay period and first pay date are on Business Settings → Information. A period boundary in a different place from where someone assumes accounts for a surprising number of disputes.

If none of these explain it

Open a single ticket and read its commission breakdown. It shows how the figure was reached, line by line. One ticket usually reveals the pattern for all of them — and if it does not, that is the ticket to send to support.