More detail
Outages can be on the KRA side, not just yours, and the response is the same either way: the sale is recorded and held, and submission retries until it succeeds.
The instruction for staff is simple, keep serving, because the system handles the catch-up. The customer gets their receipt now, and KRA gets the invoice when the service returns.
Free tools for this
Related questions
Should staff stop selling if eTIMS is down?
No. The sale completes and the invoice is held, then files automatically when the KRA service returns.
Does the customer still get a receipt?
Yes. The receipt is issued at the till, and the invoice reaches KRA once the service is back.
Veira gives Kenyan shops one calm app for selling, M-Pesa, KRA eTIMS and stock, with a free terminal. Book a demo and see it set up for your trade.