"Payment RRN not received": what the message means and how to check a card payment

The cashier processes a sale, Torgsoft sends the amount to the bank terminal, and the customer taps their card, but the software displays «Payment RRN Not Received». 

At this point, the main question is whether the payment actually went through and whether the card can be charged again. Business owners also ask what an RRN is, where to find it, why the terminal might fail to send this number to Torgsoft, and how to complete the sale if the bank has already confirmed the payment.

What is an RRN?

RRN is a reference number that allows a bank or acquiring bank to identify a specific card transaction.

When a bank terminal is integrated with Torgsoft, the software sends the purchase amount to the terminal and receives the transaction result and available payment details after payment. The RRN may be one of these details.

It is used, among other things, to reconcile card transactions and may be required for subsequent refunds. However, how transaction data is stored and used depends on the specific terminal and communication protocol. For example, some integrations use additional transaction details alongside the RRN when processing refunds.

What does «Payment RRN Not Received» mean?

This message means that Torgsoft did not receive the expected RRN from the bank terminal.

However, the message alone does not mean that the customer definitely failed to pay.

There are two possible situations:

• the bank did not process the payment;

• the payment was successful, but Torgsoft did not receive all the transaction data from the terminal.

That is why you should not immediately charge the card again after seeing this message.

What the cashier should do first

If the «Payment RRN Not Received» message appears, first check the result of the bank transaction.

1. Do not initiate the payment again.

2. Check the transaction result on the POS terminal itself.

3. If the terminal printed a receipt, check its status and amount.

4. If necessary, check the transaction in the terminal log, the acquiring bank's dashboard, or directly with the bank.

5. Only then decide whether the payment needs to be repeated.

This is important because the transaction result on the bank terminal and the sale status in Torgsoft may sometimes differ. If the bank has already processed the payment, charging the card again could result in a duplicate charge.

If the bank confirms that the payment was unsuccessful

In this case, you can retry the card payment or offer the customer another payment method.

Before trying again, make sure the previous transaction actually has a declined or cancelled status on the bank's side.

Do not rely solely on the fact that the sale remains open in Torgsoft. This reflects the document status in the software, not the final banking status of the payment.

If the money was charged but Torgsoft did not receive the RRN

If the bank has confirmed a successful payment, do not charge the card again.

First, you need to correctly record the money already received.

Torgsoft supports a scenario where the payment has actually been processed on the bank terminal, but automatic communication with the terminal is not used or is temporarily unavailable. In this case, you can record a cashless payment without sending another payment request to the terminal and manually enter the details of the completed card transaction using the bank receipt. The Torgsoft Help documentation describes the settings «Send Payment to Bank Terminal» and «Request Bank Terminal Payment Details» for this purpose. If the integration is enabled but communication with the terminal is unavailable, you can disable «Use Bank Terminal Connection» on the payment form.

This method should only be used after confirming that the bank transaction was actually successful.

Why the RRN may not be sent to Torgsoft

If the issue occurred only once, it may have been caused by a temporary failure in data exchange between the terminal and the software.

If the message appears repeatedly, the integration itself needs to be checked.

Practical causes encountered when configuring bank terminals include:

• the specific bank library or terminal software does not include the RRN in its response to Torgsoft;

• an unstable connection between the software and the terminal;

• incorrect merchant configuration;

• several Sole Proprietorships or merchants use the same terminal, and the wrong merchant is selected for the transaction.

Do you need to change any settings after a single incident?

Not necessarily. If the terminal was working normally before and the message appeared only once, checking the specific transaction is usually enough. If «Payment RRN Not Received» appears regularly, you need to check the terminal settings in Torgsoft, its connection method, and the merchant configuration.

This is particularly important if:

• the bank terminal was recently replaced;

• the bank updated the terminal firmware or changed its configuration;

• a new Sole Proprietorship was added;

• the settlement account or merchant configuration was changed;

• communication problems began after switching to RDP or a remote server.

In Torgsoft settings, each merchant is linked to a settlement account and the corresponding business owner. If several merchants are registered on one terminal, selecting the wrong merchant may affect bank transactions.

What if the terminal displays «CANCELLED» or «DECLINED»?

You should not make a decision based solely on the text displayed on one screen or printed on one document.

You need to verify the final status of the bank transaction. This is especially important if the customer also shows a debit transaction in their banking app.

If the status is unclear, it is better to verify the transaction with the bank or in the acquiring bank's report before attempting another payment.

The practical rule for the cashier remains the same: do not process a second card payment until the first transaction has been verified.

Does a missing RRN affect product returns?

It may. When processing a refund, Torgsoft uses data from the original card transaction. The set of data varies between protocols: it may include the RRN, transaction token, authorization code, or other details. For example, the current Help documentation describes an integration that stores the RRN, transaction token, and cashier ID for refunds. In this particular protocol, the RRN is not the only parameter used to process a refund.

Therefore, do not enter an arbitrary RRN or attempt to «reconstruct» it manually.

If the original payment was processed manually through the POS terminal without transferring all transaction details to Torgsoft, the method for processing a future refund will depend on the specific bank and terminal.

What to prepare for technical support if the problem occurs repeatedly

To avoid checking the entire checkout setup from scratch, record the details of the specific transaction:

• date and approximate time;

• payment amount;

• bank and POS terminal model;

• what the terminal displayed after payment;

• the terminal receipt, if one was printed;

• the message displayed in Torgsoft;

• whether the sale and PECR receipt were generated;

• which Sole Proprietorship and settlement account were used, if there are several.

These details are sufficient to investigate the specific transaction, merchant configuration, and bank terminal response instead of changing settings at random.

Key takeaway

The «Payment RRN Not Received» message does not automatically mean that the card payment failed. It means that Torgsoft did not receive the expected bank transaction reference number.

If the message keeps appearing, you should investigate the terminal connection, its software, and merchant settings rather than correcting individual sales.