WFM UK: Payroll Troubleshooting Common Queries: Employee Details

Overview

This article details various troubleshooting tips and areas to check regarding issues for Employee Details within Payroll, including Statutory Sick Pay, Statutory Maternity Pay, Termination and Payslips. 

For more troubleshooting articles see WFM - Payroll Troubleshooting Articles

Statutory Sick Pay (SSP)

Question / Problem: Statutory Sick Pay Not Feeding through to Payroll

Please Note: Statutory Sick Pay will only calculate if an employee has been off sick for 4 or more days in a row.

Statutory Sick Pay may not feed through to Payroll for the following reasons:

'Documents Seen' Setting

Sick pay can sometimes not feed through to Payroll if the sick notes from the doctor were not ticked as ‘Seen’. As such, if the 'Document’s Seen?' setting has not been ticked, the absence will not calculate any payments.

To resolve:

• Delete the absence and re-create it again with the Document Seen option ticked

Absence Type Settings

The Absence Type selected for the absence may not be set up to allow for Statutory Sickness Payments.
To check this setting:

• Go to Payroll > Administration > Absence Types
• Select the required Absence Type and make sure the 'SSP Payments?' box is ticked

Maximum SSP Exceeded

SSP may not generate for an employee if they have exceeded the maximum amount of SSP (28 weeks) or their Average Weekly Earnings (AWE) fall below the Lower Earnings Limit (LEL) of £120 a week.

• If any of these apply to the employee, you will be able to see this by going to Payroll > Employees > Employee List > Select the employee > View Payroll Summary > Other > SSP Comments

Fig.1 - Exceeded SSP

Question / Problem: Setting Default Days Worked for SSP Qualifying Days

To change default 'Days Usually Worked' for absences, go to:

• Payroll > Administration > Company Setup > Select PAYE > View Pay Basis > Select Pay Basis > SSP Qualifying Days

Statutory Maternity Pay (SMP)

Question / Problem: Employee is not receiving Statutory Maternity Pay

SMP may not feed through to Payroll for the following reasons:

Medical Evidence

SMP can sometimes not feed through to Payroll if the setting ‘Medical Evidence?’ has not been ticked.
To resolve, ensure that the 'Medical Evidence?' setting has been ticked on the SMP record.
To do so:

• Go to Payroll > Employees > Employee List 
• Search and select the required employee
• Within the Employee Record, select the Employee Payroll Info drop-down menu and select Statutory Maternity Pay

Fig.2 - Selecting Statutory Maternity Pay

• Select the required SMP Record 
• Check that the 'Medical Evidence?' box is ticked

Fig.3 - SMP Record

SMP Entitlement

Is the employee entitled to SMP? 
To check this, the entitlement can be viewed on the SMP record by going to:

• Payroll > Employees > Employee List > select employee > Employee Payroll Info > Statutory Maternity Pay > select SMP record

Fig.4 - SMP Record

• Select the View Entitlement link and Eligibility guidelines will display in a pop-up

Fig.5 - View Entitlement page

Question/Problem: Unable to enter SMP stop date

If the error (Fig.6) is showing, please try entering the 'SMP stop date' using 'Internet Explorer' as your web browser.

Fig.6 - SMP stop date error

Question/Problem: Employee's pay basis has changed, their SMP payments are not in line with the new pay frequency

If an employee’s pay basis (pay frequency) has changed whilst they have an existing SMP record, enter a stop date into the current SMP record and create a new one on the correct/new pay basis.

Considerations:

• It will need to be ended on the last date of the last period and then set up the new record as if from the original start of the SMP
• The first payment will be high and will need to be overridden to reduce it by the amount already paid
• The Baby Due Date will need to be entered on the new record as the day after the original date, otherwise, the system will produce an error. It would be recommended to make a note of the actual baby due date in the Override Earnings section of the SMP record

Termination

Question / Problem: Unable to terminate an employee for a future date

Payroll End Date

If the termination date is beyond the current Payroll end date, then the termination will not be processed by the system.

To resolve, the Allow Termination Dates Beyond the Current Payroll End Date setting needs to be switched on. To do so:

• Go to Payroll > Administration > Global Settings > Holiday Pay > tick box for Allow Termination Dates Beyond the Current Payroll End Date > Save

Please Note: This is a setting which only users in Fourth can view/enable.

Documents

Question / Problem: Unable to tick 'Documents Seen?'

To be able to tick this setting, the user must have access to this permission:

• Payroll > Users > Assign User Access > select Employee > User Profile > tick Edit Absence Documents Seen > Save

Payslips

Question / Problem: Company name on employee payslip

PAYE Settings

Please check which PAYE the employee is listed under by going to:

• Payroll > Employees > Employee List > search for and select Employee > Employee Payroll Info > Pay & Tax Details > Company

If the employee needs to transfer PAYE, they need to be terminated as a TUPE transfer and rehired under the correct PAYE.

If the PAYE is correct on the employee’s record but shows differently on the payslip, this can be due to a Global Setting where the Company Name has been changed.

• This can be found and checked in Payroll > Administration > Global Settings > Payslip / P60 Settings > Different Company Name on Pay Slip?

Question / Problem: Payslips not being received by email

Pay Basis Setup

If the majority of the Pay Basis’ within the company have been set up in Payroll to have payslips sent by paper, then they will not be received by email.

To change this:

• Go to Payroll > Administration > Company Setup > select Company > View Pay Basis > select Description > set Payslip Delivery Method to Email > Save

Other Solutions:

Does the employee have a personal email address? 

• Go to Employees > Employee List > search for and select the Employee
• Go to Employee Info > Employee History to check that the email address was not entered after a pay date

If the pay run was not completed before the set pay date, the payslips will not be able to be sent on the email scheduler.

Costs

Question / Problem: Employee Mileage is not Auto-Calculating

Expensive Workflow

If there is no Job Title or Band attached to the required Expense, then this could be the reason for the Mileage not pulling through.

To resolve:

• Check the Expense Workflow and assign the correct Band, then assign the required Job Title

Other Areas to Check

If the employee's Expense Mileage is not calculating, please check the following:

• Is the employee attached to a Mileage Scheme? Check this by going to Payroll > Expenses > Mileage Schemes > Employee List > Search Employee > Is there a scheme selected?
• What is the effective date of the Expense? Does it fall within the Effective Date 'To' and 'From' dates for the Mileage Scheme? This can be checked within Payroll > Expenses > Mileage Schemes > Select Scheme > See Effective Dates