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.

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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.

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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:

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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:
  1. Open and log in to your POS station (from Stations).
  2. Tap the order history button > tap the order.
  3. Alternatively: Tap the search button and key in your order number > Tap the order.
  4. In the order details modal: Tap “Adjust” In the top-right corner.
  5. Tap “Re-Open in POS (refund required)”.
  6. 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”.

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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:
Once the diner has paid the order again, the red banner indicating an underpayment will disappear from the order details modal.

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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).