How to refund on Atlas
This guide explains how to process full or partial refunds in Atlas, whether canceling an order, reopening it, or editing a payment. It includes step-by-step instructions for refunds through Atlas POS and the Orders page.
Who is this article for?
- Atlas users with Cashier or above permissions. Set permissions from Settings > Team members.
- Atlas POS, Scan to order, Kiosk, Online and Aggregator users.
Before you begin
This guide will run through how to refund payments for paid orders.
You can do partial or full refunds from the Atlas Merchant Portal. If you are processing payments directly with Atlas, refunds happen automatically once triggered, and take 5-10 business days to reflect in diners’ bank accounts.
Note that while order cancellations are reversible, order refunds are not reversible once initiated. Before proceeding, make sure you are refunding the correct order and amount.
Processing a full refund (and cancelling the order)
Use this option when you do not want to charge this amount to the diner, which means the sales amount is not collectible. There are two options to cancel and refund an order:
Option 1: Refund from Atlas POS
Option 1: Refund from Atlas POS
Follow these steps to cancel and refund an entire bill from Atlas POS:
- Open and log in to your POS station (from Stations).
- Tap the order history button > Tap the order.
- Alternatively: Tap the search button and key in your order number > Tap the order.
- On the order details modal: Tap on the status “Completed” and scroll down to “Cancelled”.
- A modal will pop up. Select the option to “Cancel and refund order”.
- In the refund confirmation page: Confirm the amount and refund reason, and tap “Refund”.
After this, you can print a Refund receipt by tapping the dropdown “Print receipt” > “Refund receipt”.
Option 2: Refund from Orders page
Option 2: Refund from Orders page
Follow these steps to cancel and refund an entire bill from one of the Orders pages:
- Tap “All orders”, “Today’s orders” or “Upcoming orders” page.
- Tap the order to open it.
- Alternatively: Tap the search bar and key in your order number > Tap the order.
- In the order details modal: Tap the status “Completed” and scroll down to “Cancelled”.
- Select the option to “Cancel and refund order”.
- On the refund confirmation page, confirm the amount and refund reason, and tap “Refund”.
After this, you can print a Refund receipt by tapping the dropdown “Print receipt” > “Refund receipt”.
Processing a full refund (and reopening the order)
Use this option when you accidentally charged an open order, and you need to reopen it in the POS (for example, to continue adding items).
You can only do this from inside Atlas POS. Follow these steps to refund an entire bill from Atlas POS and reopen the order:
- Open and log in to your POS station (from Stations).
- Tap the order history button > tap the order.
- Alternatively: Tap the search button and key in your order number > Tap the order.
- In the order details modal: Tap “Adjust” In the top-right corner.
- Tap “Re-Open in POS (refund required)”.
- In the refund confirmation page, confirm the amount and refund reason, and tap “Refund”.
After this, you can go back to the POS, and you will find the order re-opened.
You will find this voided order in the order history too. You can print a Refund receipt by tapping the dropdown “Print receipt” > “Refund receipt”.
Processing a full refund (and recharging the order)
Use this option when you need to charge the amount to the diner, but the initial payment was charged with the wrong payment type. There are two options to refund and recharge an order:
Option 1: Refund and recharge from Atlas POS
Option 1: Refund and recharge from Atlas POS
Follow these steps to refund and recharge an entire bill from Atlas POS:
- Open and log in to your POS station (from Stations).
- Tap the order history button > Tap the order.
- Alternatively: Tap the search button and key in your order number > Tap the order.
- In the order details modal: Tap “Adjust” in the top-right corner.
- Select the option to “Refund and make a different payment”
- Enter refund reason > Tap “Refund $00.00”, where 00.00 is the amount to refund.
- In the next page, select an option for diners to pay again:
- **Option 1: Online payment link. **The order must have the diner’s email assigned.
- Tap “Charge”, and an email will be sent to the diner’s email, for them to pay online.
- After paid, the order will update with the new payment.
- **Option 2: Payment terminal. **You must own an Atlas payment terminal for this.
- Select this option > Tap “Continue”.
- Tap the “Select terminal to charge” dropdown, and select your current station.
- Tap “Payment type” dropdown, and select the correct payment type.
- Tap “Charge payment”.
- Option 3: Manual payment.
- Select this option > Tap “Continue”.
- Tap “Payment type” dropdown, and select the correct payment type.
- Tap “Update”.
- **Option 1: Online payment link. **The order must have the diner’s email assigned.
- Once the diner has paid the order again, the red banner indicating an underpayment will disappear from the order details modal.
Option 2: Refund and recharge from Orders page
Option 2: Refund and recharge from Orders page
Follow these steps to refund and recharge an entire from one of the Orders pages:
- Tap “All orders”, “Today’s orders” or “Upcoming orders” page.
- Tap the order to open it.
- Alternatively: Tap the search bar and key in your order number > Tap the order.
- In the order details modal: Tap “Issue refund”.
- Enter the full amount (selected by default) > Enter refund reason > Tap “Refund”.
- In the next page, select an option for diners to pay again:
- Option 1: Online payment link. The order must have the diner’s email assigned.
- Tap “Charge”, and an email will be sent to the diner’s email, for them to pay online.
- After paid, the order will be updated with the new payment details.
- Option 2: Payment terminal. You must own an Atlas payment terminal for this.
- Select this option > Tap “Continue”.
- Tap the “Select terminal to charge” dropdown, and select your current station.
- Tap “Payment type” dropdown, and select the correct payment type.
- Tap “Charge payment”.
- Option 3: Manual payment.
- Select this option > Tap “Continue”.
- Tap “Payment type” dropdown, and select the correct payment type.
- Tap “Update”.
- Option 1: Online payment link. The order must have the diner’s email assigned.
Once the diner has paid the order again, the red banner indicating an underpayment will disappear from the order details modal.
Processing a partial refund
Use this option when you accidentally overcharged an order, and you need to refund part of it (for example, you added an extra item that was not served).
Option 1: Partial refund from Atlas POS
Option 1: Partial refund from Atlas POS
Follow these steps to do a partial refund on a bill from Atlas POS:
- Open and log in to your POS station (from Stations).
- Tap the order history button > Tap the order.
- Alternatively: Tap the search button and key in your order number > Tap the order.
- In the order details modal: Tap “Adjust” > Tap “Edit order”.
- Select the option to “Cancel and refund order”.
- You will see your cart is now editable. A few things you can do from here:
- Remove an item by tapping on the remove button .
- Adjust quantity with the minus and plus buttons .
- Adjust sales quantities, scrolling down and selecting the editable boxes.
- Add and remove new items, by tapping on the top-right corner “Edit cart” button.
- Once you are done with your changes, Tap “Update” in the top-right corner.
- A red banner will prompt with the calculated difference to refund. Tap “Refund”.
- In the refund confirmation page, confirm the amount and refund reason, and tap “Refund”.
After this, you can print a Refund receipt from the dropdown “Print receipt” > “Refund receipt”.
Option 2: Partial refund from Orders page
Option 2: Partial refund from Orders page
Follow these steps to do a partial refund on a bill from one of the Orders pages:
- Tap “All orders”, “Today’s orders” or “Upcoming orders” page.
- Tap the order to open it.
- Alternatively: Tap the search bar and key in your order number > Tap the order.
- In the order details modal: Tap on “Edit order”.
- You will see your cart is now editable. A few things you can do from here:
- Remove an item by tapping on the remove button .
- Adjust quantity with the minus and plus buttons .
- Adjust sales quantities, scrolling down and selecting the editable boxes.
- Add and remove new items, by tapping on the top-right corner “Edit cart” button.
- Once you are done with your changes, tap “Update” in the top-right corner.
- A red banner will prompt with the calculated difference to refund. Tap “Refund”.
- In the refund confirmation page, confirm the amount and refund reason, and tap “Refund”.
After this, you can print a Refund receipt by tapping the dropdown “Print receipt” > “Refund receipt”.