After deleting a product, the amount in the pECR and the financial document differs: how to check the sale and correct the discrepancy

In «Sale» mode, the cashier creates the customer's cart, adds and removes products, applies discounts, and proceeds to payment. If the customer decides not to buy one of the items immediately before payment, the contents of the cart change at the very end of the transaction. It is in such situations that entrepreneurs ask Torgsoft specialists: why the fiscal pECR receipt shows one amount while the program's financial document shows another; how to determine which product was removed before payment; what data the State Tax Service actually received; whether the amount can simply be corrected in Torgsoft; what to do if the fiscal receipt itself is already incorrect; and how to check the transaction if payment was made through a bank terminal.

What exactly should be compared

A single sale in Torgsoft links several types of data. To find the discrepancy, it is important not to treat them as a single document.

The sale records which products were actually sold: the product items, quantity, price, discounts, and final amount for the products.

The financial document reflects the movement of money in Torgsoft: how much the customer paid and where the program allocated the payment — to the cash register or to the corresponding current account.

The pECR fiscal receipt is a document registered by the fiscal server of the State Tax Service. If the receipt has been assigned a fiscal number, these are the data received by the tax authority.

A bank terminal transaction is a separate banking transaction. It shows the amount actually charged to the customer's card.

Therefore, the statement «the amounts do not match» does not yet indicate where the incorrect data are. First, all documents related to the same transaction must be compared.

For example:

In this situation, the problem is neither in the fiscal receipt nor in the customer's payment. The discrepancy is in Torgsoft's internal financial accounting.

If the pECR also registered UAH 1,050, the correction scenario will be completely different.

Why removing a product immediately before payment can be related to such a discrepancy

Customer support logs contain a case which, after investigation, resulted in task No. 199467 concerning sale payment processing. During testing, the following situation was reproduced: a product had already started being removed from the «Sale» form, but some of the row data were still displayed on the screen; if F6 was pressed at that moment to proceed to payment, a cash transaction could be created for the sale amount including the product that was being removed. The testing materials for version 2022.4.7 subsequently recorded that this defect had been fixed.

This type of situation is the basis of the example where, after an item is removed, the sale and the receipt already contain the new amount, while the financial document contains the previous amount.

In current versions of Torgsoft, this should not be a normal scenario

After the fix, Torgsoft blocks hotkeys while a product is being removed. This means the cashier should not be able to open F6 before the program has finished removing the item and recalculating the cart. This protection is also described in the current Torgsoft materials concerning products cancelled from sales.

Therefore, the recommendation to «always wait 1–2 seconds after removing a product» is incorrect for the current version of Torgsoft. The cashier only needs to check the final contents of the cart and the «Amount due». The program itself should control completion of the technical operation.

If the previous amount still appears in the financial document in the current version, this should be treated as a separate case: check the version, the documents for the specific sale, and the conditions under which the discrepancy occurred.

Other reasons why the amounts may differ

Removing a product before pressing F6 is not the only possible cause.

The payment process was not completed at all stages

A sale consists of several consecutive operations. The following may be created:

• sale document;

• financial document;

• fiscal receipt;

• bank terminal transaction.

If the internet connection is lost during payment, the power goes out, the program stops responding, or it does not receive a response from an external device, one part of the transaction may be completed while another is not.

For example, the receipt may already have been registered by the State Tax Service, while Torgsoft has not completed the local posting of the document.

The bank terminal charged the funds, but Torgsoft did not receive confirmation

For card payments, the fact that funds have been charged by the bank and the fact that the sale has been completed in Torgsoft are two different events.

Therefore, if the terminal shows a successful payment while Torgsoft leaves the sale incomplete, the customer's card should not immediately be presented again. First, check the bank transaction and the status of the fiscal receipt.

A document was changed or deleted in the program after fiscalization

A fiscal receipt registered with the State Tax Service does not change if the user later edits or deletes the related document in the local database.

Therefore, the following situation may occur:

• the State Tax Service stores a receipt for UAH 1,050;

• the sale in Torgsoft has already been changed to UAH 720.

Such a discrepancy can no longer be corrected simply by editing the local amount: the fiscal transaction must be analyzed separately.

The wrong payment method was selected

The products and total amount may be correct, but the money may have been allocated incorrectly in Torgsoft:

• a card payment was recorded as cash;

• the payment was allocated to the wrong current account;

• when several Sole Proprietorships are used, the wrong company or pECR was selected.

In this case, check not only the amount but also the payment method, company, and account linked to the financial document.

Several Sole Proprietorships operate at one checkout

If products in one cart belong to different companies, Torgsoft distributes the sale and payment between them.

After changing the contents of the cart, check:

• which product remains in the sale;

• which company it belongs to;

• which pECR was used to generate the receipt;

• which current account received the payment.

Removing a product by itself should not cause incorrect distribution in the current version. However, when investigating a specific discrepancy, this level should be checked separately.

Where to start checking

The main rule: do not correct documents until you have determined which one is incorrect.

Do not immediately:

• delete the financial document;

• repeat the sale;

• print another fiscal receipt;

• process a return;

• charge the customer's card again;

• change the sale amount.

First, reconstruct the actual sequence of events.

Step 1. Find the specific sale

Record:

• the date and exact time of the sale;

• the sale number;

• the salesperson;

• the outlet;

• the amount actually paid by the customer;

• the payment method;

• the fiscal receipt number, if available;

• the number or details of the bank terminal transaction for card payments.

If the discrepancy was only discovered at the end of the day, start with the amount of the difference.

Next, look for a sale or document change for exactly this amount, or for a product priced at UAH 330.

Step 2. Check what the cashier removed from the cart

Torgsoft can register products removed from a sale.

The «Register removal of products from sale» parameter is configured in: Settings → Parameters → Access.

If enabled, Torgsoft may require a reason to be specified when an item is cancelled. The salesperson's ability to edit the list of reasons can also be controlled separately. There is also a restriction for the salesperson role under which an employee cannot remove from a sale a product that was added using a barcode scanner.

Information about cancelled items can be checked in the «Cancelled products from sales» form. It contains information about:

• cancellation time;

• product;

• barcode;

• quantity;

• price;

• salesperson;

• outlet;

• reason for removal, if its registration is configured.

This makes it possible to answer the key question: what the sale contained before the product was removed and what it contained afterward.

Step 3. Check the sale itself

Open the problematic sale and compare:

• the list of products;

• quantity;

• the price of each item;

• discounts;

• the total amount;

• the company that sold the product.

Determine the amount that Torgsoft considers to be the value of the products actually sold.

If UAH 720 remains in the sale after the item is removed, this is the first control amount.

Step 4. Check the pECR fiscal receipt

Go to: Settings → Software ECR → Software ECR Analytics. Find the receipt by time, sale number, or other details.

Check:

• whether the document is present in the pECR;

• its type;

• the final amount;

• the payment method;

• the fiscal number;

• the sending status.

The presence of a fiscal number means that the settlement document has been registered by the fiscal server.

This is a crucial distinction for further action: a receipt registered with the State Tax Service cannot be corrected simply by editing a Torgsoft document.

Step 5. Check the financial document

Now find the financial document created when this sale was paid for.

Compare:

• the amount;

• the date and time;

• the cash register or current account;

• the payment method;

• the company;

• the link to the specific sale.

If the sale and the pECR receipt are UAH 720, while the financial document records UAH 1,050, the discrepancy has been clearly localized: the products and fiscal transaction are correct, but the internal movement of money in Torgsoft is incorrect.

Step 6. For card payments, check the bank terminal

You need to check not only the terminal's daily Z-report, but the specific transaction itself.

Compare:

• the amount;

• the time;

• the transaction status;

• the RRN or another transaction identifier, if available;

• the last digits of the card in the bank document, if displayed.

After this, several different situations are possible:

Step 7. Check the User Action Log

If the documents do not make it clear how the discrepancy arose, use the User Action Log.

It is not used to determine the fiscal status of a receipt, but to reconstruct the operator's sequence of actions:

• who worked with the sale;

• when the document was changed;

• when data were deleted;

• what actions were performed before payment.

This analysis is particularly useful when the discrepancy is discovered several hours later and the salesperson no longer remembers the sequence of actions.

How to determine what exactly needs to be corrected

After checking, summarize the results in a simple table.

Suppose:

• the customer purchased products for UAH 720;

• the pECR registered a receipt for UAH 720;

• the customer actually paid UAH 720;

• the Torgsoft financial document records UAH 1,050.

The fiscal receipt does not need to be corrected in this situation.

There is no need to issue a UAH 330 refund to the customer if the customer did not pay this UAH 330 and there was no fiscal sale for this amount.

Torgsoft's internal financial accounting must be brought into line with the actual transaction.

Before making a correction, check:

1. whether the financial document actually belongs to this sale;

2. whether there are any related documents;

3. whether the cash day has already been closed;

4. whether the amount was subsequently used in other transactions;

5. whether the pECR has another receipt for the difference.

If the discrepancy occurred in the current open period and the user clearly understands the links between the documents, it can be corrected using Torgsoft's standard financial accounting tools.

If the cash day has already been closed, the document has related transactions, or it is unclear why the program created the incorrect amount, do not simply delete the financial document manually. First, save the transaction data and provide them to technical support.

The reason is simple: deleting one local document may remove the visible discrepancy from the report while simultaneously breaking links with the payment, cash day, or other documents.

This is no longer only an internal Torgsoft discrepancy.

If the State Tax Service fiscal server registered a receipt for an incorrect amount, editing the sale locally will not change the document that has already been registered.

For pECRs, the State Tax Service provides two methods for cancelling an incorrectly processed amount: generating a refund settlement document or reversing the previous receipt and then correctly processing the transaction again. 

When Reversal can be used

For a pECR, the «Reversal» operation applies only to the most recent receipt and only before the next settlement document is registered, including a new fiscal receipt or Z-report.

If another settlement document has already been registered after the incorrect receipt, the previous receipt cannot be reversed in this way. To cancel the incorrect amount, a settlement document with a negative amount — an expenditure receipt — is used. 

Therefore, before making any correction, first check pECR Analytics rather than relying solely on the fact that the incorrect sale was made «today».

Reversal does not delete the receipt from the history

Reversal should not be treated as the technical deletion of a document from the State Tax Service.

The pECR registers a separate Reversal operation linked to the fiscal number of the document being corrected. The transaction history is therefore preserved.

This is why you should not attempt to achieve the same result by deleting the sale or financial document in Torgsoft.

For example:

• after the product was removed, the purchase total was UAH 720;

• the bank terminal charged UAH 1,050;

• the pECR receipt was generated for UAH 720.

Here, the UAH 330 difference exists not only in the database — the customer was actually charged an excess amount.

You need to separately:

1. check the bank transaction;

2. determine the procedure for refunding the excess amount through the bank or terminal;

3. not create a fictitious product sale for UAH 330 merely to make the amounts «match»;

4. check whether another fiscal document was registered for this amount.

A bank refund and correction of a fiscal document are different processes. One should not be substituted for the other.

For example:

• sale after removing the product — UAH 720;

• the terminal charged UAH 720;

• the fiscal receipt — UAH 1,050.

In this case, the registered settlement transaction must be corrected rather than simply changing the financial document.

First, check whether the incorrect receipt is the most recent one. If it is, the possibility of using Reversal is determined by the pECR rules. If another receipt or Z-report has already been generated after it, an expenditure receipt is used in accordance with the State Tax Service procedure. 

After the fiscal correction, check that the sale, payment, and product accounting also correspond to the actual transaction.

This is especially important in the event of internet outages or if the program freezes after the payment button is pressed.

Do not repeat the sale until you have checked:

• pECR analytics;

• whether a fiscal number exists;

• the document status;

• the actual payment through the terminal.

If the card has already been charged, another attempt may result in a second charge. If the receipt has already been accepted by the State Tax Service, repeated fiscalization may create a second sale.

Therefore, when the status is uncertain, the correct sequence is: bank → pECR → Torgsoft → only then decide whether to repeat the transaction.

How to monitor products that salespeople remove before payment

For stores where cashiers can independently change the cart, it is advisable to use Torgsoft's built-in controls.

Register reasons for removal

Enable: Settings → Parameters → Access → Register removal of products from sale.

Then cancelling an item will not remain an unrecorded action. The program records information that can later be analyzed.

This is useful not only for identifying technical discrepancies. The owner can see whether the same salesperson repeatedly has dozens of cancellations after the customer has already seen the amount due.

Restrict the salesperson's right to remove scanned products

For the «Salesperson» role, Torgsoft allows you to set the «Salesperson cannot remove products» parameter.

In this mode, the salesperson cannot independently remove from the sale a product that was added using a barcode scanner; changing the receipt requires a different access arrangement, for example, the involvement of a responsible employee. This setting is described in the Torgsoft help documentation.

For a store with many cashiers, this also simplifies the investigation of cash discrepancies: the number of uncontrolled cart changes is reduced.

What the cashier should do after removing a product

In the current version, the procedure is simple:

1. Remove the unwanted product.

2. Make sure the item is no longer in the cart.

3. Check the final amount due.

4. Only then proceed to F6 and accept payment.

5. For card payments, wait for the result of the bank transaction.

6. Make sure the sale is completed and the fiscal receipt has been generated.

There is no need to deliberately count seconds: while a product is being removed, Torgsoft blocks hotkeys so that the payment form does not receive the previous cart amount.

What not to do when a discrepancy is detected

Until the cause has been determined, do not:

• delete the sale;

• delete a registered fiscal document;

• create an artificial refund for the difference;

• adjust a random financial document;

• add a product to the sale solely to make the amounts match;

• charge the card again;

• fiscalize the transaction again if the status of the first receipt is unknown.

The correction logic should be based on the actual transaction: what products the customer received, how much they actually paid, and what amount the State Tax Service registered.

What information to prepare for technical support

If the situation occurred in the current version of Torgsoft, especially after removing a product immediately before pressing F6, it is important not to destroy the data that can be used to reconstruct the sequence of actions.

Before contacting support, prepare:

1. the sale number and date;

2. the exact or approximate time of the transaction;

3. the salesperson's name;

4. the outlet and workstation;

5. the sale amount;

6. the amount in the financial document;

7. the amount of the pECR receipt;

8. the fiscal receipt number;

9. the amount of the bank transaction, if payment was made by card;

10. information about the product removed before payment;

11. the Torgsoft version;

12. whether one Sole Proprietorship or several companies operate at the checkout;

13. whether other fiscal receipts were issued after this transaction;

14. whether the shift and cash day have already been closed.

Do not delete the problematic documents before they are checked if the cause of the discrepancy is unclear. For technical analysis, their links and creation times may show at which stage the amounts diverged.

Frequently asked questions

If the sale, fiscal receipt, and actual payment are all UAH 720, while UAH 1,050 appears only in the financial document, the local payment posting in Torgsoft should be checked. There is no need to refund or reverse the fiscal receipt solely because of this internal discrepancy.

In older versions, this scenario was recorded and tested as part of task No. 199467. It was fixed. In the current Torgsoft logic, hotkeys are blocked until removal is complete.

Cancelled product registration is used for this purpose. In the log, you can check the product, quantity, price, time, salesperson, and reason for cancellation if the relevant control is enabled.

Not as a universal correction method. First, make sure that the fiscal receipt is correct, that the document is genuinely unnecessary or contains an incorrect amount, and that deleting it will not disrupt related transactions or already closed cash periods.

Editing the sale locally will not change it. According to the State Tax Service's explanation, an incorrect amount in a pECR is corrected using a refund settlement document or, if the incorrect receipt is still the most recent one and no subsequent settlement document has been registered, by using Reversal followed by correctly processing the sale. 

The Reversal operation can no longer be applied to the previous receipt. The State Tax Service specifies that the incorrect transaction should be cancelled by registering a negative amount — by generating an expenditure receipt. 

The sequence is: Sale → pECR receipt → Actual payment → Financial document → Product removal history.

For card payments, the bank terminal transaction should additionally be checked between the pECR and the financial document.

The main correction principle

After a product is removed, the discrepancy should not be corrected by mechanically making the figures in the reports match.

First, establish three facts: what the customer actually purchased → how much they actually paid → what the State Tax Service registered.

Only then can you determine which level requires correction: the inventory sale, internal financial document, bank transaction, or fiscal receipt.

In current versions of Torgsoft, quickly pressing F6 while a product removal is still in progress is already prevented by hotkey blocking. Therefore, if the old scenario is reproduced in the current version, preserve the documents and submit the specific sale for technical investigation rather than applying the old recommendation to pause before payment to all such cases.