Commissions Troubleshooting
If a commission number looks wrong, it's almost always one of these. Each links to the guide that explains the full rule.
Nobody is earning any commission at all
- Staff commissions is off. Check Preferences → Store → Staff commissions — the whole feature is gated behind this one switch. See Turning On Commissions.
- The item's resolved rate is 0%. A 0% override at the item level wins over everything else and means nobody earns commission on that item, on purpose. Check the product or service for a commission override.
A staff member's rate isn't what I expected
- An item override beat their staff rate. Item overrides always win. Check the product or service.
- They have no staff rate of their own. They're resolving to the store default — set one on their profile if that's not what you want. See Setting Commission Rates.
A line has no staff, but someone still earned commission on it
This is the order-level fallback working as intended — with Apply commission to order-level staff on (the default), a line with no staff of its own pays whoever is assigned to the order. Turn that switch off if you'd rather only explicit line assignments ever earn. See Order-Level Staff and Commissions.
Two staff on the same line earned different amounts
Expected. With no rate typed at the register, each staff member's own resolved rate is split evenly across everyone on the line, so two people with different rates earn different amounts. A rate typed at the register is that person's own cut of the whole line and is not split. See Assigning Staff Per Line.
I changed a rate and old sales did not change
That's expected. A sale keeps the rate it was first priced at, so a new rate on an item, a staff member or the store default applies to sales from now on. Closing or changing an older order does not move it to the new rate. See How Commissions Are Calculated.
I can't set a rate on a line — it's showing an error
The rates you've typed in by hand for a line can't add up to more than 100% of it — that's the one validation rule the register enforces. Lower one of the explicit rates. Auto-estimated rates and flat-amount rates don't count toward this total.
Earned went down after a refund or void
It didn't — the original entry is untouched. A refund or void writes a separate negative entry, which shows in Reversed for the period it happened in. See How Commissions Are Calculated.
Paid looks lower than what the staff member actually walked away with
Check Cash advance — a cash advance is money they already received, but Fuze Store tracks it separately from Paid on purpose, so Paid always means "settled through a payout" (or, for one of your organization's people, through an organization pay run). See Cash Advances.
A payout's numbers changed while I was filling it in
Someone completed, refunded, or voided a sale for that staff member while the payout draft was open. Fuze Store detects this and asks you to review the refreshed totals before you submit — a payout can never silently miss commission earned in the meantime. See Recording a Payout.
The pay statement's gross doesn't match commission alone
Gross pay is base pay (if the staff member's pay type includes one) plus commission — check their pay type on their profile. See Staff Pay Structure.