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A
ajith313
November 22, 2019
Question

Holiday Pay calculation seems to be wrong in Adv Payroll

  • November 22, 2019
  • 1 reply
  • 0 views

We are using Advanced Payroll for BC. As per the Employment Standard Act in BC, the stat holiday pay should be the 4 weeks average of all earnings including commission except overtime. but the QB advance payroll (wagepoint) calculation seems to take a totally different value. Discussed with a rep and was promised to get back; but no response after 5 weeks. Can someone help or look into this and let me know if I'm missing anything in settings?

1 reply

L
LauraAB
November 22, 2019

Hello ajith313,

 

I want to make sure you receive the information you need so we can ensure QuickBooks Online Advanced Payroll is calculating correctly. I know how important it is to both you and your employees to get these details right. I appreciate you've already spent time speaking on the phone with someone about this and I want to assure you our goal at Intuit is to always follow up with our customers. Based on what you've said here, we've dropped the ball in this instance.

 

When it comes to how holiday pay is calculated, there are a few things to consider such as if all the holidays are loaded, how long you've been using Advanced Payroll, and whether income types are properly configured. The system also requires 4 full consecutive weeks in order to calculate properly. If a week was missed at any time, the calculations reset.

 

You may have already gone over these things with the previous agent, but if not, please start there. If afterward you're still stumped, reach out to us again. The previous agent should have created a case for you and the person you reach this time will be able to look it up, see what you've done, and help you moving forward.

 

Here's how to contact support.

 

Phone: 1-833-317-2226 from Monday to Friday from 9 a.m. to 8 p.m. ET or Saturday from 9 a.m. to 6 p.m. ET

Schedule a Callback: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Get a callback (Note: Callback hours are the same as regular phone hours.)

Social Media: Facebook and Twitter from Monday to Friday between 9 a.m. and 8 p.m. ET

Chat: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Start a Chat

 

For your reference, here are a couple of articles about QuickBooks Online Advanced Payroll.

I hope you have a great weekend!

A
ajith313Author
November 25, 2019

Thanks for the quick response. I again called QB adv payroll support today and the answer I got from the new rep after going through previous notes was "you have to manually input the stat holiday pay if commission comes to play!". I wonder is that how an "advance payroll system"  works? if a company have quite a few employees on commissions, how can QB tell users / clients that you have to bring an excel sheet and compute all this by yourself and do it manually? 

I then brought to attention that it is taking one type of commission (which was pre-defined by the system) whereas another type of commission which we had created was not been considered.I asked the rep to look at least as to how or by which settings it is not taking the manually created "income type". The rep put the onus on wage-point and said "hopefully" it will be done soon!

Currently there is no issue tracking system in the advance payroll which I believe should be there to track the status rather than users guessing whether something is being done or not done. 

I made the call today at 10: 40 AM - PST on Nov 25, 2019. let me see if ever QB or wage-point gives me a response if it is resolved.

J
JamesM
November 25, 2019

Hi there. I appreciate you reaching out to our phone support team. Your feedback is valuable and I'll make sure to pass it to the right team. I know this isn't the outcome you were expecting. Let me know if you have other questions, I'm here to help. 

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