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Gratuity Charges Not Being Auto Applied on Orders

What this mean?

 This issue occurs when gratuity charges are not automatically added to customer orders on POS or mPOS devices, even though a gratuity/service charge has already been configured in the Dashboard. 

Common symptoms include:

  • Orders showing no gratuity charge at checkout
  • Gratuity only appearing when added manually
  • Gratuity applying on one device but not another
  • Gratuity not applying when guest count conditions are met

This usually happens when:

  • Auto apply is disabled
  • Minimum guest count is set incorrectly
  • POS or mPOS modules are not selected
  • Changes were saved but not published

How to fix it:

1. Open Gratuity / Service Charge Settings

  1. Log in to the Dashboard.
  2. Navigate to:
    • Order & Pay
    • Payments
    • Service Charge

2. Check Gratuity Configuration

  1. On the right side, locate the required gratuity/service charge from the list.
    • If no gratuity exists, create a new one.
  2. Click the 3-dot menu beside the gratuity charge.
  3. Select Edit.

Verify the following settings:

  • Auto apply this service charge → Set to Yes
  • Minimum guest count → Set to the desired guest count required for gratuity application

3. Verify Module Assignment

  1. Scroll down to the Modules section.
  2. Ensure the gratuity charge is enabled for:
    • POS
    • mPOS

4. Save and Publish Changes

  1. Click Save
  2. Click Publish

5. Test the Gratuity Charge

After publishing:

  1. Create a new order on POS or mPOS.
  2. Ensure the guest count meets the configured minimum requirement.
  3. Verify whether the gratuity charge is now being automatically applied.

Still stuck?   If the issue is still not resolved after following these steps, please contact our support team for further assistance.