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?
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.
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For your reference, here are a couple of articles about QuickBooks Online Advanced Payroll.
I hope you have a great weekend!
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.
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.
A few more suggestion for QB/ wagepoint to improve on the adv payroll:
I can see how time-consuming it is to track vacation manually. Thanks for the valuable feedback @ajith313. In case you have more feedback in the future, I recommend sending it directly to our engineers by clicking the Gear icon and looking for Feedback. Doing this will allow for our engineers to contact you directly about any improvements/adjustments to the program. Feel free to ask questions.
Thanks @JamesM I have now (27 Nov 2019 at 2:15 PM PST) entered the Stat Holiday calculation mistake in the feedback also and will see how long it will take to respond or rectify. This effectively means we have used Phone support, Community Forum and Feedback for the issue and "hopefully" it will be rectified soon.
We had given another feedback to rectify a minor error in Feb 2019 and its still neither implemented nor got any response back as to why it cannot be done even after 9 months!