Product returns in the Torgsoft program are a standard warehouse and financial operation conducted through a specialized mode. If the sale was fiscalized (processed via software RRO), the return must also be fiscalized.
1. General Product Return Algorithm
To process a return, use the Document — Return form (or the "Return" button / F12 key in the Sales window).
Step 1. Searching for the Sold Product
There are several ways to find the item the customer is returning:
By receipt (fastest way). If the customer has a receipt with a barcode (printed by the program), simply scan it in the "Barcode" field on the Return form. The program will automatically open the list of items from that receipt.
Select from sales list. Click the Select receipt for return button (or Ctrl + F11). This opens the sales log where you can find the specific sale by date, amount, or customer name.
By customer. If the sale was linked to a discount card, scan the customer's card or find them via the Select Customer button. The program will display all items purchased by this buyer.
Without a receipt (manual). If there is no receipt, you can create a return manually (Create Return button) and then scan the product's barcode. The program will prompt you to select the specific sale from which this item originated.
Step 2. Selecting the Product
In the receipt item list, check the boxes for the positions the customer is returning. If returning only a partial quantity (e.g., 1 out of 5), click the Change (F3) or Set return quantity (F2) button and specify the amount. After selection, click the Return Item button (Enter key) — the item will be returned to the warehouse.
Step 3. Refunding Money
Click the Refund Money (F6) button. A payment window will open where you must choose the refund method:
Cash: If you are refunding cash from the register.
Non-cash (Card): If refunding to a card (check the "Advanced" box and select "Refund all from settlement account" or "Refund in the same form...").
2. How to Process a Return via Software RRO (sRRO)
If the sale was fiscal, the return must also be registered with the tax office server.
Key Conditions:
1
In the "Refund Money" window, the "Print return receipt" checkbox must be enabled.
2
The product in the directory must be marked as "Fiscal".
3
You cannot process a return through sRRO if the original sale was not processed through that sRRO.
Fiscal Return Procedure:
1
Follow the steps for product selection as described above.
2
Click Refund Money (F6).
3
Ensure the "Print return receipt" toggle is active.
4
Click the Money Refunded button.
5
The program will automatically connect to the State Tax Service server, register the return receipt (expense receipt), and print it (or send an electronic one if configured).
Important sRRO Nuances:
Bank Terminal. If the refund is made to a card via a connected terminal, the terminal settings must have the "Return" operation (merchant) configured (usually operation type "Return" or "REFUND" with the corresponding merchant number, often number 2).
Additionally, the terminal may request a cashier password or the authorization code from the original sales receipt (RRN).
Storno (Voiding) a receipt. If you accidentally issue a receipt and want to cancel it immediately (applies only to the last receipt), use the "Receipt Storno" function in Settings — Software RRO — Receipt Operations or via the "Fiscal Registrar" button in Sales. This completely annuls the last receipt as if the sale never happened.
3. Special Cases
VIP Customer Returns. If working with VIP customers (sales on credit), the program will ask whether this is a return of unpaid goods (the debt is simply cleared) or paid goods (money must be refunded or credited to the balance).
Warranty Item Returns. If an item has a serial number, the return process will open a window to select or scan the specific serial number being returned to stock.
E-commerce. If an item was sent via Nova Poshta with cash on delivery and the customer did not collect the package, you must void the chain of receipts (if created) or process a return.
Go back to the previous step