Who Is This For?
StoreHub merchants running an F&B business who want to add a service charge to customer orders.
Overview
Service charge is a fee added to your customers' bills, usually collected by the business and given to employees. This article covers how to enable service charge, set the rate, exclude specific products from service charge, remove service charge from individual transactions (e.g. takeaway orders), and change or disable service charge. It also explains the difference between service charge and service charge tax for merchants in Malaysia.
Before You Begin
You must have access to your StoreHub BackOffice.
If you want to exclude specific products from service charge, make sure your products are already set up with the correct categories, tags, or names. See this article for details.
Excluding service charge from specific products requires POS version 1.73.0 or above.
What is Service Charge
Service Charge is not the same as Service Charge Tax.
Service Charge is a fee paid by your customers which is collected by your business and given to your employees.
Meanwhile, Service Charge Tax was a government-mandated tax imposed in the now-defunct GST system.
Step-by-Step Guide
Enable, Change, or Disable Service Charge
1. In your BackOffice, go to 'Settings'.
2. On the 'Account Settings' page, tap the 'F&B tab'.
3. Scroll to the 'Service Charge' section.
4. Under 'Enable Service Charge', select 'Yes' to enable service charge, or 'No' to disable it.
5. If enabling, enter your service charge rate (e.g. 10%) in the 'Service Charge Rate' field.
6. Scroll to the bottom and tap 'Save'.
Notes:
To change the rate later, follow the same steps above and update the percentage in the 'Service Charge Rate' field.
To disable service charge, follow the same steps and select 'No'.
Exclude Specific Products from Service Charge
You can set certain products to be excluded from the service charge. For example, you may want to exclude retail merchandise sold in your F&B store.
Note:
This feature requires POS version 1.73.0 or above.
2. Scroll to the 'Service Charge' section and make sure service charge is enabled.
3. Tick the checkbox for 'Exclude Service Charge Rate on Specific Product'.
4. Additional settings will appear. Choose whether selected products must match 'Any' condition or 'All' conditions.
5. In the 'Condition(s)' field, select how you want to identify the products to exclude. You can choose from:
i. Products by Category
ii. Products with Tags
iii. Specific Products
6. Select the specific categories, tags, or products you want to exclude.
7. Scroll to the bottom and tap 'Save'.
Notes:
Make sure your products already have the correct categories, tags, and names before setting up exclusions. See this article for more details.
To edit the exclusion conditions later, update the conditions in the same section and tap 'Save'.
To remove all product exclusions, untick the 'Exclude Service Charge Rate on Specific Product' checkbox and tap 'Save'.
Remove Service Charge from a Single Transaction
For transactions that do not need a service charge (e.g. takeaway orders or merchandise purchases), you can remove the service charge directly on the POS.
1. On your POS Register, add the items to the order as usual.
2. Tap 'Service Charge' on the checkout screen, then toggle it off.
3. Complete the transaction as normal. The service charge will not be applied to this order.
Troubleshooting
Issue | Solution |
Service charge is not appearing on orders | Check that service charge is enabled in BackOffice. Go to 'Settings', tap the 'F&B' tab, and make sure 'Enable Service Charge' is set to 'Yes' with a rate entered. Tap 'Save' and sync your POS. |
Service charge is being applied to products that should be excluded | Make sure you have ticked 'Exclude Service Charge Rate on Specific Product' and set the correct conditions (category, tag, or specific product). Check that the products themselves have the correct categories or tags assigned. Tap 'Save' and sync your POS. |
Product exclusion option is not showing on POS | This feature requires POS version 1.73.0 or above. Update your POS app to the latest version. |
Cannot find the 'Service Charge' toggle on the POS checkout screen | The 'Service Charge' toggle only appears when service charge is enabled in BackOffice. If you have enabled it and the toggle is still not showing, sync your POS settings and try again. |
FAQs
1. What is the difference between service charge and service charge tax?
Service charge is a fee collected by your business and given to your employees. Service charge tax was a government tax under Malaysia's old GST system, which is no longer in effect. In Malaysia, you do not need to set a service charge tax.
2. Can I remove service charge from takeaway orders?
Yes. On the POS checkout screen, tap 'Service Charge' and toggle it off before completing the transaction.
3. Can I exclude certain products from service charge automatically?
Yes. In BackOffice, go to 'Settings', tap the 'F&B' tab, tick 'Exclude Service Charge Rate on Specific Product', and set up conditions based on product category, tags, or specific products. This requires POS version 1.73.0 or above.
4. Does changing the service charge rate affect past transactions?
No. The new rate only applies to future transactions. Past transactions keep the rate that was active when they were processed.
5. Do I need to sync my POS after changing service charge settings?
Yes. After making changes to your service charge settings in BackOffice, sync your POS to apply the updates.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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