How to sell on Prom.ua and Rozetka: 8 order control rules

To sell on Prom.ua or Rozetka, you need to register a seller account, prepare a catalogue, configure payment and delivery, and organise order processing. After launch, it is important to monitor every exception: delayed payment, an error in the consignment note, an uncollected parcel, a return, the processing time, the fiscal receipt and the actual profit.

In brief: how to start selling on Prom.ua and Rozetka

The marketplace sets the connection terms, rates, commissions and product requirements. Before launching, check the current rules in the seller account. The general workflow is as follows.

Control requires data from three sources. The marketplace determines the order terms and rating rules. The carrier is responsible for the consignment note and parcel movement. The seller maintains inventory, financial and fiscal records. Torgsoft links these operations to a specific order, customer, payment and sales invoice.

1. Payment method and status

Seller’s problem

The statuses «paid», «accepted», «dispatched» and «received» describe different events. A customer may place an order with online payment. The payment may sometimes fail. The parcel may be received before the cash-on-delivery transfer reaches the seller. In certain payment scenarios, the marketplace may also give the customer a period in which to pay after receiving the product.

The employee needs to see the order status, payment method, the amount of funds actually received and the outstanding debt separately. The marketplace status alone does not confirm the movement of funds into the seller’s account.

Who determines the result

The marketplace transmits the payment method and status through the API. The bank or payment service confirms that the funds have been credited. If the data differs, the seller checks the transaction in the marketplace account and the bank statement.

How to organise accounting in Torgsoft

Integration with Prom.ua transfers orders, customer details and the selected payment method to Torgsoft. For each payment method, the corresponding cash register or current account must be specified, along with whether it is cash on delivery.

Integration with Rozetka.ua also makes it possible to match marketplace payment methods with Torgsoft cash registers and current accounts. The order becomes an invoice, and the employee records the payment after confirming the actual receipt of funds.

1. Download or update the list of payment methods for each synchronisation object.
2. Link each method to a specific cash register or current account.
3. Mark the methods under which the customer pays upon receipt.
4. Reconcile paid invoices with actual receipts. The Bank statements option downloads transactions from supported banks and helps link an unidentified payment to an invoice.
5. Keep the debt open until the funds are actually received.

2. Carrier and consignment note status

Seller’s problem

One consignment note may be created in the marketplace account, another in the carrier’s account and a third in the accounting software. As a result, an employee may print the wrong label, send the parcel without cash on delivery or fail to see the current delivery status.

Who is responsible for the data

The carrier assigns the consignment note number and records delivery events. The marketplace receives some of this data through its own delivery module. Torgsoft sends and receives information within the capabilities of the relevant service’s API.

How to organise work in Torgsoft

The Integration with Nova Poshta option creates and prints a consignment note from a sales invoice. The consignment note stores the recipient, address or branch, payer, cargo parameters, declared value and return delivery details. Torgsoft displays the shipment status and movement of cash-on-delivery funds.

The Integration with Ukrposhta option creates a shipment, prints the label and tracks delivery events. Bulk status updates can be scheduled for both carriers.

For Prom.ua orders, Torgsoft can send the Nova Poshta consignment note number to the marketplace or download an existing consignment note. To download it, the same sender used when creating the consignment note must be configured in Torgsoft.

For Rozetka orders, the declaration number is used to change the order status automatically. Some Rozetka Delivery operations are performed in the seller account. If consignment note printing or status updates do not work on the service side, the seller checks the order in the Rozetka account and contacts the platform’s support service.

3. Who pays for delivery

Seller’s problem

The terms shown to the customer during checkout may differ from the carrier’s actual rate. This may be caused by parcel parameters, redirection, additional packaging, cash on delivery or the marketplace loyalty programme rules.

Who determines the cost

The marketplace determines the terms of free, discounted or fixed-price delivery for the customer. The carrier calculates the actual cost according to the rate and shipment parameters. The seller is responsible for providing correct information about weight, dimensions, payer and additional services.

Rozetka may offer free delivery, payment by the customer according to the carrier’s rate or a fixed price. Under a fixed-price arrangement, the customer pays the delivery charge together with the product, while the seller settles the payment with the carrier.

How to account for delivery in Torgsoft

When creating a Nova Poshta consignment note, the employee selects the payer for the main and return delivery. If the sender pays, Torgsoft can automatically create an expense linked to the invoice. To do this, specify the delivery financial analysis item and the postal expense counterparty in the integration settings.

The same accounting logic applies to the Ukrposhta integration. An expense is created based on the actual delivery cost when the seller enables the corresponding setting while creating the shipment.

Expenses under other delivery arrangements can be added manually to the invoice or sales invoice. This is required to calculate the result of a specific order.

4. Delayed, lost and uncollected shipments

Seller’s problem

A parcel may remain in transit longer than expected, arrive without a status update, be lost or wait for the customer at a branch. Cash on delivery must be monitored separately because the customer receives the parcel and the seller receives the funds at different times.

Who resolves the problem

The carrier searches for the shipment and confirms its actual status. The marketplace determines the rules for delivery compensation, refunds and the event’s effect on the rating. The seller must detect the exception in time and submit a request to the relevant party.

What can be monitored in Torgsoft

Torgsoft displays the declaration number and delivery status in sales invoices. For Nova Poshta, the software separately displays the situations «money expected», «money arrived» and «money received». The cash-on-delivery filter helps collect such shipments into one list.

Torgsoft updates Nova Poshta and Ukrposhta consignment note statuses in bulk according to a schedule. The software keeps a task execution log and can display update error messages.

1. Check invoices without a declaration number every day.
2. Review parcels that remain in the «dispatched» status for a long time.
3. Monitor separately the shipments for which cash-on-delivery funds are expected.
4. Reconcile the Torgsoft status with the carrier’s account before submitting a request.
5. Record the request number, date, responsible employee and expected response time in an invoice comment or customer contact record.

Torgsoft displays exceptions based on service data. The carrier or marketplace searches for the parcel and decides on compensation.

5. Product returns and claims

Seller’s problem

Refusal at the branch, return after receipt, damage and loss of a parcel have different consequences. In one case, the product returns to the warehouse without payment. In another, the seller refunds the customer. The carrier may be liable for damage or loss.

Who does what

• The seller inspects the product, records the return and refunds the money when appropriate grounds exist.
• The marketplace processes the payment refund if the funds passed through its payment service.
• The carrier accepts a claim concerning loss, damage or breach of delivery terms.
• The customer provides the product and documents under the return procedure.

How to record the transaction in Torgsoft

After actually receiving the product, the employee creates a «Return» document and finds the original sale using the receipt, invoice, barcode or customer details. Torgsoft returns the product to the recorded stock and preserves the link to the original transaction.

The refund must be recorded in the appropriate cash register or current account. If the seller paid for return delivery, storage or other services, these amounts are recorded as expenses. A claim against the carrier is submitted outside Torgsoft. The accounting consequences and data required for reconciliation are stored in the software.

If the customer did not collect the parcel, the seller did not receive payment and did not issue their own fiscal sales receipt, there are no grounds for a return receipt. If the sales receipt has already been issued, the return procedure depends on the original payment method.

6. Risk of exceeding the order processing time

Seller’s problem

The marketplace evaluates confirmation and dispatch speed, the cancellation rate and other indicators according to its own rules. An employee may assemble the parcel on time but leave the old status unchanged. The marketplace will treat this as a delay.

Who calculates the rating

Prom.ua and Rozetka independently determine quality indicators, permitted time limits and the consequences of cancellation. Torgsoft does not calculate the marketplace rating. The software helps employees perform and document the operations that affect the order status on time.

How to reduce the number of errors in Torgsoft

Orders can be downloaded automatically according to a schedule. After a new Prom.ua order is downloaded, the marketplace receives its acceptance status. Subsequent payment, shipment or cancellation changes the linked status according to the configured integration.

For Rozetka, Torgsoft changes the status during sequential processing: downloading the order, issuing the invoice, creating the sales invoice, transferring it to the delivery service and receiving the parcel. The employee selects the cancellation reason from a list and adds a comment if necessary.

• configure regular order retrieval;
• assign an employee responsible for new and unprocessed orders;
• process shipments and cancellations through the linked invoice;
• specify the actual reason for cancellation;
• check the synchronisation log and error messages;
• do not set the final «Parcel received» status until receipt has been confirmed.

Editing the same order simultaneously in the marketplace account and Torgsoft may cause statuses to be synchronised repeatedly. A primary workplace should be designated for each operation. API limitations and temporary service failures require verification in the marketplace account.

7. When to issue a fiscal receipt and for what amount

Seller’s problem

The order date, payment date, dispatch date and product receipt date may differ. The fiscalisation procedure depends on the actual payment method, the role of the marketplace or postal operator, and the terms of the agreement with the payment service.

What the law determines

Law of Ukraine No. 265/95-VR requires sellers to process settlement transactions through an RRO or PRRO in cases covered by the law and to provide the customer with a settlement document. For distance selling, it is necessary to determine who accepts the customer’s money, on whose behalf the payment or postal operator acts and which document it issues.

It is impossible to establish a single time for issuing a receipt for all online orders. The seller needs a written procedure for each payment method. It should be agreed with an accountant, taking into account the agreements with the marketplace, bank and carrier.

How to issue a receipt in Torgsoft

The Software RRO option generates electronic fiscal receipts and submits them to the State Tax Service. In the «Sales with invoice issuance» mode, receipts can be generated for prepayments, invoice payments and sales invoices. The employee specifies the payment form and instrument, and the electronic receipt can be sent to the customer using their contact details.

1. Create a separate payment method for each actual payment arrangement.
2. Determine the event after which an employee or automated process issues the receipt.
3. Match the payment method with a cash register or current account.
4. For a prepayment, record the amount received and the outstanding debt.
5. After a return, process the return document and the corresponding fiscal receipt if the original transaction was fiscalised by the seller.

8. Actual profit after commissions, delivery and returns

Seller’s problem

The order amount shows the sale. The seller may receive less due to marketplace commission, acquiring fees, cash-on-delivery fees, delivery or deductions for returns. If these expenses are not linked to the invoice, the report shows an overstated result.

What data is required

In the «Sales with invoice issuance» mode, Torgsoft displays the shipment amount, payment, debt, cost and invoice-related expenses. Actual revenue including expenses is calculated as payments received minus the cost of goods sold and invoice-related expenses.

Product profit from shipment and the actual movement of funds answer different management questions. The first shows the result of selling the product. The second accounts for payment receipts and recorded expenses. For orders involving cash on delivery or deferred payment, these indicators may relate to different dates.

For management analysis, create separate items: «Prom.ua commission», «Rozetka commission», «Nova Poshta delivery», «Ukrposhta delivery», «Return delivery», «Acquiring» and «Packaging». If the service withheld the commission before transferring the funds, record the full payment amount and the commission as a separate expense. This method preserves a clear revenue figure and shows the cost of each sales channel.

The «Statement for a period» report helps compare the movement of funds in Torgsoft with bank data. The «Balance by financial analysis items» shows funds received and spent under selected items. Returns must be recorded in a separate document so that the product, funds and financial result change consistently.