Erroneous returns: how to find, cancel and correct the goods and money report

A product return is a standard business operation that requires maximum accuracy in an accounting system. The return mode is designed to cancel the sale, return the product to stock, and correctly refund the customer so that these movements are reflected in the stock-and-cash report, cash desk, and PECR fiscal receipts. 

Entrepreneurs most often contact support with the following issues: the cash amount does not match the data in the program; the money was refunded through the bank terminal, but the receipt was canceled in Torgsoft; the return receipt was not sent to the tax authority (did not go through the PECR); or incorrect return dates completely «break» the calculation of cost price and profit in reports.

1. How to find incorrect returns

Return errors can lead to discrepancies in reports, duplicated funds, or incorrect profit calculation. To find a problematic document, pay attention to the following situations:

• Return in another currency. The error occurs when a product was sold through "Trade with invoice issuance" in a foreign currency, but a regular return was processed in the national currency. Such operations are prohibited because they create balance discrepancies.

• Search through reports. Suspicious or duplicated returns can be found through the «Product report for the period» or «Cash report for the day». A full list of completed returns is also available in the menu item Warehouse — List of receipts (where a customer return is considered a receipt to the warehouse).

2. How to cancel (delete) an incorrect return

If you have found an incorrect return, it must be deleted to cancel the movement of goods and money.

1. Deleting a regular return. Go to the Warehouse - List of receipts mode. In the Type filter, select Return. Find the required return document using search or the list. Select it and click the «Delete» button. After that, the product will be written off from the warehouse again, and the money will «return» to the cash desk.

2. Canceling a return in Trade with invoice issuance. If the error occurred while working with invoices, go to Document — Trade with invoice issuance. On the «Returns» tab, select the document and click «Delete». 

3. Solving problems with PECR and bank terminals

Most support requests are related to the return not being fiscalized or not being synchronized with the bank terminal.

• The receipt was not sent to the tax authority (PECR). This happens if the cashier forgot to select the «Print return receipt» checkbox during the return. As a result, the money is written off from the cash desk, but the operation remains non-fiscal.  Solution: delete this non-fiscal return document in Torgsoft and process it again, making sure to activate the «Print return receipt» checkbox.

• The terminal refunded the money, but the program showed an error. There are situations (for example, the card PIN code was not entered for a long time, or the connection was unstable) when the bank terminal successfully refunds the customer, but the return is canceled in Torgsoft with an error (for example, code 1000 or 96).  Solution: since the money has already been sent to the customer through the bank, the return must be processed manually in Torgsoft without sending the amount to the terminal. To do this, clear the «Use connection with bank terminal» checkbox during the return.

4. How to fix the stock-and-cash report and cost price

If the return was processed incorrectly, it automatically distorts the cost price calculation using the FIFO method (first in — first out), because the program incorrectly links product batches.

To restore correct data in reports:

1. Changing the document date. If the return was processed with an incorrect date, go to Warehouse — List of receipts, select the return document, and click the «Change date and time» action (or Change document parameters) to set the correct time.

2. Cost price recalculation. After you have corrected the dates, deleted unnecessary returns, or processed them correctly, the financial report may still show old data. You need to go to Settings — Parameters — Service and perform the action «Clear product movement information and recalculate cost price». The program will rebuild all links between receipts, sales, and returns, and your analytical reports (for example, «Turnover statement by cost price» or «Product profit by days») will show the real picture.