# Commissions Troubleshooting > Source: https://www.fuze-store.com/docs/store/staff-operations/commissions-troubleshooting # 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](/docs/store/staff-operations/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](/docs/store/staff-operations/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](/docs/store/staff-operations/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](/docs/store/staff-operations/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](/docs/store/staff-operations/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](/docs/store/staff-operations/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](/docs/store/staff-operations/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](/docs/store/staff-operations/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](/docs/store/staff-operations/staff-pay-structure). ## Related guides - [Staff Commissions Overview](/docs/store/staff-operations/commissions-overview) - [How Commissions Are Calculated](/docs/store/staff-operations/how-commissions-are-calculated) - [Staff Commissions Report](/docs/store/reports/staff-commissions-report)