Cashless return of goods via bank terminal

Non-cash product return through a bank terminal in Torgsoft

When a non-cash return needs to be processed

• The product was paid for fully or partially with a bank card (through a POS terminal).

• The customer returns the product, and the funds must be returned specifically to the card, not in cash.

• It is necessary to correctly generate a fiscal return receipt for the STS (tax service).

What rule must обязательно be taken into account during a return

The form of the refund must strictly match the form of payment. Returning cash for a product that was paid for by card is a direct violation. A non-cash refund must include acquiring details (RRN, authorization code, terminal ID) in the fiscal receipt.

How to process a return: cashier action algorithm

Step 1. Creating a return document 

Go to the menu Document → Return or press the F12 key in the “Sale” window.

Step 2. Receipt and product identification

• If there is a paper receipt:
  Place the cursor in the “Barcode” field and scan the barcode from the receipt (the product list will open automatically).

• Select from the list:
  Click the “Select receipt for return” button (Ctrl+F11) and choose the required transaction from the list.

• Without a receipt:
  Create a new return document (Ctrl+F4), scan the customer’s discount card, and select the product from their purchase history (the F11 button).

Step 3. Selecting items for return

• Mark the products the customer is returning with checkmarks (or select the line and press “Space”).

• Partial return: if there were 5 units on the receipt and 2 are being returned, press F2 (“Set quantity”) and enter the actual quantity being returned.

• Click the “Return product” button (Enter).

Step 4. Refunding funds in Torgsoft 

Press the F6 key (“Refund money”). In the window that appears, be sure to check 3 things:

1. Enable “Print return receipt”. If you do not do this, the fiscal receipt will not be sent to the tax service.

2. Enable “Advanced”. 

3. Select “Refund everything from the current account” and specify the account linked to your bank terminal.

4. Enable “Use connection with the bank terminal”. If you remove this checkmark, the program will process the refund only in accounting, and the command will not be sent to the physical bank terminal.

5. After that, click “Money refunded”.

Step 5. Interaction with the bank terminal 

After pressing the button, the amount will automatically be sent to the terminal. Ask the customer to tap their card or smartphone. Features for different banks:

• Oschadbank / PUMB (InpasEcrCom protocol): the terminal may ask you to enter the “Cashier number” on the keypad (usually 01) and the “Cashier password” (check with the bank). The program will automatically pull the authorization code from the RRN field.

• Monobank (SSI_JSON protocol on Verifone X990 terminals): a specific feature of the Monobank application is that during a return, the terminal may ask you to manually enter the Authorization Code from the original sales receipt directly on the terminal screen.

After the bank approves the transaction, Torgsoft will automatically print the fiscal return receipt with all details (slip receipt).

What to do in non-standard situations

Situation 1. Connection loss 

(The terminal issued a refund slip receipt, but Torgsoft / pECR returned an error and the fiscal receipt was not printed).

 What absolutely must not be done:

do not perform the refund on the terminal again. You will refund the customer twice.

 Solution. The money has already been refunded. Now you need to close the issue in accounting. Click “Refund money” again, but REMOVE the checkmark from “Use connection with the bank terminal”. The program will open the “Bank terminal payment parameters” window. Enter the data from the slip receipt there (RRN, authorization code) that the terminal has just issued, and click “Accept”. The program will print the correct fiscal receipt.

Situation 2. Returns from VIP customers or complex receipts (Installment payments). 

If the customer paid for the product using several transactions (for example, two different cards) or it was a complex VIP debt payment, Torgsoft will not be able to refund such a split amount automatically using the button.

 Solution. Make the refund manually through the menu of the bank terminal itself. After that, process the return in Torgsoft with the “Use connection with the bank terminal” checkmark removed.

Situation 3. The terminal displays “Operation canceled” or “Card not supported” during the return. 

For some banks (PrivatBank, Oschadbank), the program initiates “pre-reading of the card,” which sometimes causes an encryption key conflict on the terminal.

 Solution (for the administrator). Go to Settings → Parameters → Additional options → Bank terminal. Select your return merchant and remove the checkmark from “Pre-read card during return”.

How to check that the return has been processed correctly

The fiscal receipt (or the analytics in pECR) must contain the following data:

1. Operation type: RETURN (Refund).

2. Payment method: CARD (Non-cash).

3. Acquiring details block: masked card number, payment system (Visa/MC), authorization code, transaction code (RRN).