Goods disappeared from the warehouse: how to find the reason and restore the remaining stock
If the product is physically on the shelf, but it is not visible in Torgsoft in the «Stock Status» form, this does not always mean an actual loss. Most often, the problem is related to one of several typical scenarios: the product is hidden by filters or access rights, is stuck in «Goods in Transit», was changed by the latest movement document, or was removed from active use altogether. Therefore, such a product should not be searched for randomly, but through a step-by-step check of display, transfers, movement, and the status of the item itself.
You should not immediately create a new receipt, inventory count, or manually “add” the product to the database if it disappeared from Stock Status. The same symptom can occur for different reasons: a filter, access rights, an incomplete transfer, an incorrect document, or the product being removed from active use. If you adjust the balance without finding the cause, you may get duplicate products, distorted cost price, and even more confusion in movements. If the reason is not clear after a basic check, it is better to contact technical support.
What the problem looks like when a product “disappears” from stock
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«A product disappeared from the warehouse» or «A product is missing from stock».
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«I cannot find the product in Stock Status».
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The product quantity is displayed incorrectly: zero or negative.
What to check step by step if the product is not visible in «Stock Status»
Step 1. Recalculate quantity
Reason:
Torgsoft uses a static stock status build for faster performance. After network failures, sudden computer shutdowns, database issues, or deletion of certain documents, the product quantity may temporarily fail to update on the screen.
How to check / How to fix:
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Go to the menu Warehouse → Stock Status.
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Click the Recalculate Quantity button, or “Recalculate product quantity across all warehouses”.
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Wait for the process to finish and check whether the product is available.
Step 2. Check filters and access rights
Reason:
The product physically exists in the database, but it is hidden by active search filters or access restrictions for the current user, for example, the seller does not have the right to see zero or negative balances.
How to check:
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Check whether the correct Accounting Center is selected at the top of the form — the product may be searched for in another store.
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Pay attention to the product status filter in the upper right corner. If it is set to «Product in stock», the program will not show zero-balance items.
How to fix:
Log in to the program as the Owner or another user with full rights, set the product status filter to «All products», and repeat the search.
Step 3. Analyze internal transfers («Goods in Transit»)
Reason:
The product was sent to another store by internal transfer, but the receiving store has not yet confirmed receipt of the invoice. During this transit stage, the product has already disappeared from the sender’s warehouse but has not yet appeared at the receiver’s warehouse. Another possible reason is a duplicate transfer invoice.
How to check:
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Go to the menu Warehouse → Goods in Transit.
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Check whether there are unaccepted transfer invoices for your accounting center.
How to fix:
Open the invoice, check the physical quantity of the delivered product, and click Accept Invoice. If the invoice is duplicated or was created by mistake, delete it.
Step 4. Analyze the latest documents (Product Movement)
Reason:
The product may have been sold by mistake, for example, the size was mixed up, written off, returned to the supplier, or reset during inventory.
How to check:
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In the "Stock Status" form, select the problem product, or find it using filters, and click Product Movement or open the Product Inventory Card.
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Clear the «Period» filter and select all accounting centers to see the full movement history.
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Analyze the latest records: check whether there were any suspicious documents such as «Sale», «Write-off», or «Inventory Statement».
How to fix:
If an incorrect document is found, for example, another size was accidentally sold, cancel the operation: delete the incorrect write-off or process a customer return and sell the correct product.
Step 5. Check deleted products
Reason:
A user accidentally deleted the product from stock, or the product was automatically removed from active use because it had a zero balance for a long time and had no recorded movement.
How to check:
Go to the menu Merchandising → Deleted Product.
How to fix:
Find the required product in the list, select it, and click Restore, or Reactivate Product.
How to check that the balance has been restored correctly
After following the instructions, the product should reappear in the list in the "Stock Status" form, and its quantity should match the actual physical stock. Scan its barcode in the "Sale" form — the program should add the product to the sale without shortage warnings.
How to prevent a product from disappearing from stock again
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Transfer control. Always complete the acceptance of internal transfers through the "Goods in Transit" mode so that balances do not get lost between sales outlets.
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Period closing. Regularly close periods, months, in the program. This will fix balances, restore cost price calculation, and prevent documents from being posted or deleted “retroactively”.
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Correct inventory. Close inventory statements on time and carefully check mix-ups before write-off or posting.
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Access restrictions. Configure staff roles so that sellers cannot delete products from sales, write them off, or view zero balances without a business need.
What to prepare for technical support if the product was not found
If the action plan did not help and the product still has not appeared on the balance, contact Torgsoft technical support. To speed up the resolution, prepare:
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The version of your Torgsoft program.
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The exact name, item number, or barcode of the missing product.
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The name of the accounting center, store, where the problem occurred.
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A description of the actions you have already checked from this list.
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A screenshot of the error, if one appears when searching for or scanning the product.
Frequently Asked Questions
Most often, the product does not disappear without a trace, but changes its status due to documents entered in the program. It could be sold, written off, reset during inventory, returned to the supplier or sent to another store due to internal movement. The reason may also be the accidental removal of the product from the warehouse by the user (such a product falls into the "Deleted product" section). In addition to physical movement, the product can "disappear" from the table due to active filters that hide positions with a zero or negative balance, or due to the peculiarities of the static compilation of the warehouse status in Torgsoft (for example, if the invoice date has been changed to a future date).
First, check the selected Accounting Center at the top of the form - perhaps you are looking for the product in the wrong store. Next, be sure to pay attention to the product status filter (in the upper right corner): if the value "Product in stock" is set there, the program will automatically hide those products whose quantity has become zero or negative. Also make sure that your user is allowed to see zero and negative balances at all. If you are logged in as a seller, the program may hide the missing product for security reasons (to avoid fraud); in this case, it is better to check under the Owner's login.
Yes, this is one of the most effective actions in case of discrepancies. The Torgsoft program uses a static method of collecting the warehouse status. If the system fails, the period is closed incorrectly, or the user changes the date of the current internal transfer document to a future one, the display of the balances may temporarily not be updated and may not correspond to the real documents. To fix this, simply click the Recalculate quantity button (or "Recalculate the quantity of goods in all warehouses") directly on the "Warehouse status" form. This synchronizes the display on the screen with the real database.
If the goods were sent to another store by internal transfer, but the receiving store has not yet accepted it (the invoice has not been checked and closed), the goods will "hang" in transit. To check this, go to the Warehouse → Goods in transit menu and view the unaccepted invoices for your accounting center. Another way is to open the history of the movement of this goods. If the columns "Sender" and "Recipient" show an internal movement to another accounting center of the retail network, then the goods have been physically moved.
The fastest and most accurate way is to use the Goods movement or Goods warehouse accounting card modes. To do this, select the problematic goods on the "Warehouse status" form (click on it with the mouse) and click the "Goods movement" button. To see absolutely all documents for this product since the beginning of accounting, be sure to clear the "Period" filter (click on the black cross to the right of the period) and in the "Accounting Center" field, select all stores (using the "Select All" function). After that, the program will show a complete breakdown: when the product arrived, by whom it was moved, sold or written off.
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