The money was written off, but the check at Torgsoft / PECR was not closed: reasons and algorithm of actions

Cash register integration mode — is the integration of a bank POS terminal with the Torgsoft accounting software and software ECR (PECR). This mode is needed so that during cashless payment, the purchase amount is automatically transferred from the computer to the terminal, removing the need for manual entry. This speeds up customer service, prevents cashier mistakes (when the wrong amount is entered into the terminal), and ensures that the bank transaction details (the slip receipt) are automatically printed on the fiscal receipt, as required by tax legislation. However, the most common and most stressful problem entrepreneurs contact technical support about is this: the customer taps their card, the terminal shows a successful payment, but Torgsoft “freezes” or displays an error. As a result, the PECR fiscal receipt is not printed, the product is not written off from stock, and at the end of the day, the amount of cashless payments in the terminal Z-report is higher than in the tax authority Z-report.

Why this happens: main reasons

A failure at the stage between a successful payment on the terminal and receipt registration in the PECR is usually caused by a connection interruption or human error. Here are the main reasons:

• Waiting time-out exceeded. Torgsoft waits for a response from the terminal only for a specified time (time-out). If the customer takes too long to find their card or enter the PIN code, or if the cashier forgets to press «Print» / «Next» on the terminal itself after payment, the time runs out. Torgsoft cancels the operation and displays the error "Waiting time-out exceeded", although the bank has already managed to debit the funds.

• Internet or power failure. If the power goes out or the internet connection is lost during payment, Torgsoft may lose connection with the database server or the tax authority server. Because of this, the receipt cannot be fiscalized. Network errors also often occur (for example, Socket Error #10060) if the terminal is connected via Wi-Fi and loses signal.

• The terminal is "busy" (DeviceBusy). If a service menu is open on the bank terminal (for example, an X-report), or if it has not returned to the main screen after the previous operation, Torgsoft sends it a payment command but receives the response DeviceBusy. The program may "freeze" with the message "Please wait. Payment is being processed...".

• Cashier actions (human factor). Sometimes the cashier does not wait for the operation to finish and presses «Cancel» in Torgsoft, or, even worse, deletes the product from the "Sale" window while the payment is being processed. In this case, the money is debited from the customer, but the document needed to print the fiscal receipt physically disappears from the program.

• Incorrect bank settings. Sometimes the problem is on the bank settings side. For example, an unstable connection may lead to errors if the PrivatBank terminal does not have the confirmation waiting protocol (BPOS1) configured or the NO CONFIRM parameter activated to prevent cancellations from the cash register side.

What to do right now? Action algorithm

If money has been debited from the customer’s card but the fiscal receipt has not been issued, it is important to act calmly so as not to create duplicates or lose funds.

Option 1. The customer is waiting, and you need to return the money to them (cancel the payment). If you want to start the process again, you need to cancel the transaction. Since the sale was not recorded in Torgsoft, a standard return through the program will not work.

• You can cancel the operation directly on the bank terminal through the terminal menu.

• Or use a special function in Torgsoft: go to the terminal settings, click «Bank terminal operations» and select «Cancellation». Enter the amount and receipt number (RRN) from the slip receipt. This command will be sent to the terminal and will return the money to the customer without affecting the program’s financial reports.

Option 2. The product has been handed over, the money must remain, but the receipt needs to be fiscalized. You need to align the PECR balance with the terminal balance to avoid penalties.

1. Check the «Software ECR analytics» menu and «Unpaid sales» / «Drafts». The receipt may have been saved there, and it may be enough simply to "Complete posting".

2. If there is no receipt, add the sold products to a new "Sale".

3. Click "Pay", BUT be sure to disable the «Use connection with bank terminal» checkbox (so that the terminal does not debit the money a second time).

4. Select the cashless payment method. The program will ask you for the details (card number, RRN, authorization code). Enter these details manually from the slip receipt printed by the terminal.

5. Print the fiscal receipt. Now the sale has been registered with the State Tax Service, and the money has been recorded in Torgsoft.

How to avoid the problem in the future (Prevention)

To prevent this stressful situation from happening again, configure the system and instruct your staff:

1. Increase the terminal time-out. Go to "Settings" - "Parameters" - "Bank terminal" and increase the "Time-out" value. Instead of the standard 30-60 seconds, set 120 or 180 seconds. This will give the program enough time to receive a response from the terminal, even if the customer takes a long time to find their phone or PIN code.

2. Ensure a stable network connection. If you work through a remote server (RDP), connecting the terminal directly to the computer with a USB cable (via COM port) is often unstable. It is much more reliable to connect the terminal by cable (Ethernet) or via Wi-Fi to the router and make sure to reserve the terminal’s IP address in the router settings.

3. Do not leave the terminal in service menus. The cashier should remember that before starting a sale in Torgsoft, the bank terminal must be on the main screen (in "Waiting for cash register" mode). Otherwise, a DeviceBusy conflict may occur.

4. The "no sudden moves" rule. Train sellers that while the screen shows "Payment is being processed...", it is strictly forbidden to press the cancel key (Esc), try to delete products from the receipt, or force-close the program through Task Manager. The process must always end logically — either successfully or with an official error message from the program.