IN THIS ARTICLE
How staff are paid by default for cancellations is determined by your settings when generating pay stubs, whether your staff members are paid a flat rate or a percentage for the services, and what you charged the clients for the cancellations.
To adjust your settings for how staff members are paid for cancellations, you will first need to generate their pay stubs. This can be done from an individual staff member's profile under their "Invoices/Pay Stubs" tab if you would like to generate a singular pay stub or from the Pay Center if you would like to generate pay stubs for multiple staff members.
Once you have begun the process of generating pay stubs, a new window will appear. On this new window, multiple settings will be available for you to configure for these pay stubs under the Calculate Pay Stubs heading, including how your staff members will be paid for cancelled services.
If the Include Cancelled Services option on this window is unchecked when generating pay stubs, staff will not be paid for any cancelled services.
If the Include Cancelled Services option on this window is checked and you pay your staff a percentage, they will be paid that percentage of whatever you charged the client for the cancellation.
If the Include Cancelled Services option on this window is checked and you pay your staff a flat rate, if the client was charged at all for the cancellation, the staff will be paid their regular flat rate.
Note: If the client was not charged for the cancellation, the staff will be paid their regular flat rate if Flat Rate Staff On $0 Services is checked and not paid if Flat Rate Staff On $0 Services is unchecked.
Alternatively, if you have staff members with different pay rates (one is paid a flat rate and the other a percentage), you may want them each to be paid a different amount for the same cancellation rate. If Include Cancelled Services is checked, and you choose to charge a Percentage Of Cost for a client's cancelled service, the system will pay the full amount to the staff member who gets paid a flat rate, while the staff member who gets paid the percentage will have their percentage adjusted to match what you set for the client's cancelled service. If you would like the rate that the staff member who gets paid the flat amount to match what you set for the Percentage Of Cost, you will need to select Apply Cancellation Rate To Flat Rate Staff.
For example, if one staff member is paid $15 for a walk while another is paid 50%, when this option is selected, charging a 50% cancellation fee for the service would see the flat rate staff member paid $7.50.
Note: Please keep in mind that these are only how the default staff rates are determined. You can always manually edit any line item on a staff member's pay stub to pay them a different amount for a cancellation.
FAQs
Q: How can I prevent staff from being paid for services that were cancelled at no charge if I need to have "Flat Rate Staff $0 Services" checked to pay them for Meet & Greets?
If you pay your staff a flat rate and want them only to be paid for cancellations that you charge the client for, this can cause issues if you also have services like Meet & Greets where you don't charge the client, but still pay the staff member for doing them. "Flat Rate Staff On $0 Services" needs to be checked to pay staff for Meet & Greets or other $0 services, but doing so will also pay staff for cancellations not charged to the client when "Include Cancelled Services" is also checked. There are a couple of options to solve this:
When you won't be charging a client for a cancellation or paying staff for it, delete rather than cancel the visit. Then you can have "Included Cancelled Services" and "Flat Rate Staff On $0 Services" both selected when generating pay stubs.
You can set prices for your Meet & Greets or other services that currently have a $0 cost and instead use the "Do Not Invoice These Services" option when scheduling them so that the client is not charged. Then you can have "Included Cancelled Services" selected and "Flat Rate Staff On $0 Services" unselected when generating pay stubs.