Troubleshooting missing Toast POS tip data

This article provides troubleshooting steps for 7shifts Tip Pools using Toast POS when tip data is missing or incomplete in Tip Pool reports.

Issue

Tip data from Toast POS is not appearing or is only partially appearing in 7shifts Tip Pool reports. This usually manifests as missing contributions or incorrect totals for specific employees or roles.

Cause

Missing tip data is typically caused by unmapped entities, incorrect role assignments, or incomplete shift processes within either 7shifts or Toast POS. Common triggers include employees not punching out, unlinked job codes, or missing Shift Reviews in Toast.

What To Do

• Verify that every active employee profile in Toast POS has the correct roles and job codes assigned. Click here for steps on how to do this in Toast.
• Ensure all 7shifts employee profiles are assigned to the correct Roles that match their duties.
• Confirm that all Roles and Job Codes are mapped between 7shifts and Toast POS. Each 7shifts Role must have a one-to-one match with a Toast job code:
  

Important: 7shifts does not support mapping multiple POS job codes to a single 7shifts Role. You must create additional Roles in 7shifts to maintain a one-to-one ratio if needed.

• Ensure all employees have clocked out of their shifts. Open punches or incorrectly recorded punches prevent tips from being calculated and allocated.
• If Shift Reviews are enabled in Toast POS, verify that employees are completing the Shift Review process at the end of every shift to declare tips.
• In Toast POS settings, ensure that the jobs in Toast are selected as 'Tipped' jobs if any of those positions will be contributing tips. This ensures that the employees will be provided prompts about their tips during the Shift Review process when they go to clock out.  This is only required if employees declared tips upon punch out. If they do not have to declare their tips, then this setting is not required.
  
  

Tip: You can enable Alerts for Missing Punches in 7shifts to receive notifications when an employee forgets to clock out, which helps prevent data discrepancies.

Issue Unresolved

If all mappings are confirmed and shifts are closed but data is still missing, contact 7shifts Support. Please provide the specific reports to expedite the process:

• Required Report: Payments Report
• Details: Navigate to Reports > Payments > Payments. Set the required date range. Before exporting, ensure these columns are selected: Location, Order, Date, Server, Amount, Tip, Gratuity, Total, and Status.
• Required Report: Time Entries Export
• Details: Used to confirm time clock data for each employee.