Needing Help from a "Level 2 Specialist" re: Payroll Error in Sage

SOLVED

We are having an error occur in Sage that we need help with and I am quite frustrated after being put on hold for over an hour. I did get some about half way though my wait, who told me I needed a "Level 2 Specialist" and then put me on hold again... This is rather unacceptable and I don't have time for this.

We entered a staff member in the same month twice for their payroll amount and reversed the one payment, however it is still showing up on our Employee Detail. Can someone please help with this? This is not the first time that this has happened. How is this possible?!

Thank you,

Laura S.

Top Replies

  • Hi ,

    Thanks for reaching out. We have this resource below from www.sagekb.com available as well with steps on how to reverse or fix a posted payroll check. 

    Reversing / Fixing posted pay…

  • 0

    Without seeing the reports, it is difficult for us to help.  Based on what you have said, you posted two cheques for the same employee but reversed one.  However, when you run the Employee Detail report you get both cheques still showing.

    Can you please check to see if you are showing Corrections on the report?  Does a row with negatives show up when you Show Corrections?

    Do you see three cheques (positive amounts) when you turn on corrections or just two and the reversal entry?

    Do you see the reversal entries in the General Journal report?

    With Corrections turned off, if you still see two cheques, and there should be only one and the reversal entry is showing in the journal entries and it indicates the same cheque number, then someone will likely have to have a look at the data at the database level to find out what is going on with the data.

  • +1
    verified answer

    Hi ,

    Thanks for reaching out. We have this resource below from www.sagekb.com available as well with steps on how to reverse or fix a posted payroll check. 

    Reversing / Fixing posted pay checks

    72603

    75813 (for beanstream service users*)


    Description
    • How to undo a direct deposit pay cheque.
    • How to make an adjustment for a pay cheque submitted via direct deposit.
    Cause

    Incorrect amounts on a pay cheque already submitted and received via direct deposit.



    Resolution

    Note: The Sage 50—C.A. Edition does not allow direct deposit pay cheques to be reversed or adjusted once submitted. Below are potential workarounds if a mistake has been made, assuming that the employee has or will pay back the difference. Make sure to check with your accountant to verify what is the best method before proceeding with any potential workaround.

    1. Void the direct deposit pay cheque, then create a new one with the correct amounts. The new pay cheque can be printed and issued if the employee has never received the funds via direct deposit, along with having the process cancelled with the bank.
    2. Post a negative pay cheque, with adjustments to vacation, CPP, taxes and other fields as necessary. Keep in mind that this will effect the number of pay periods as well as reporting in regards to taxes and year end.
    3. Use a general journal entry to make the required adjustments. This may require unlinking accounts for taxes, vacation, income, and/or other payroll fields if not in the Accoutant's edition, which allows you to post against linked accounts without the need to unlink them. T4 slips may also be affected at year end with this workaround. Refer to Article ID 11727 (How to post to linked accounts) in the Related Resources section for more information.
    4. Make the adjustments on the next payroll cheque submitted via direct deposit if both the employee and employer are fine with this.
    Hope this helps!

    Warm Regards, 
    Erzsi
  • 0 in reply to Richard S. Ridings

    Thanks for your response, Richard. Erzsi gave me what I was looking for below.

  • 0 in reply to Erzsi_I

    Thank you, Erzsi. We have everyone set up with direct deposit but do not have our bank account synced. We did this so that we could at least email pay stubs. I can't say that I am happy with payroll functions in Sage but I do thank you for leading me in the right direction to correct this.