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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.
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. The sales amount will not be collectible. There are two options to cancel and refund an order:
Follow these steps to cancel and refund an entire bill from Atlas POS:
  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. On the order details modal: Tap on the status “Completed” and scroll down to “Cancelled”.
  5. A modal will pop up. Select the option to “Cancel and refund order”.
  6. 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”.
Follow these steps to cancel and refund an entire bill from one of the Orders pages:
  1. Tap “All orders”, “Today’s orders” or “Upcoming orders” page.
  2. Tap the order to open it.
  3. Alternatively: Tap the search bar and key in your order number > Tap the order.
  4. In the order details modal: Tap the status “Completed” and scroll down to “Cancelled”.
  5. Select the option to “Cancel and refund order”.
  6. 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”.

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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:
Follow these steps to refund and recharge an entire bill from Atlas POS:
  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. Select the option to “Refund and make a different payment”
  6. Enter refund reason > Tap “Refund $00.00”, where 00.00 is the amount to refund.
  7. 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.
      1. Tap “Charge”, and an email will be sent to the diner’s email, for them to pay online.
      2. After paid, the order will update with the new payment.
    • **Option 2: Payment terminal. **You must own an Atlas payment terminal for this.
      1. Select this option > Tap “Continue”.
      2. Tap the “Select terminal to charge” dropdown, and select your current station.
      3. Tap “Payment type” dropdown, and select the correct payment type.
      4. Tap “Charge payment”.
    • Option 3: Manual payment.
      1. Select this option > Tap “Continue”.
      2. Tap “Payment type” dropdown, and select the correct payment type.
      3. Tap “Update”.
  8. Once the diner has paid the order again, the red banner indicating an underpayment will disappear from the order details modal.
Follow these steps to refund and recharge an entire from one of the Orders pages:
  1. Tap “All orders”, “Today’s orders” or “Upcoming orders” page.
  2. Tap the order to open it.
  3. Alternatively: Tap the search bar and key in your order number > Tap the order.
  4. In the order details modal: Tap “Issue refund”.
  5. Enter the full amount (selected by default) > Enter refund reason > Tap “Refund”.
  6. 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.
      1. Tap “Charge”, and an email will be sent to the diner’s email, for them to pay online.
      2. 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.
      1. Select this option > Tap “Continue”.
      2. Tap the “Select terminal to charge” dropdown, and select your current station.
      3. Tap “Payment type” dropdown, and select the correct payment type.
      4. Tap “Charge payment”.
    • Option 3: Manual payment.
      1. Select this option > Tap “Continue”.
      2. Tap “Payment type” dropdown, and select the correct payment type.
      3. Tap “Update”.
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).
Follow these steps to do a partial refund on a bill from Atlas POS:
  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” > Tap “Edit order”.
  5. You will see your cart is now editable. A few things you can do from here:
    1. Remove an item by tapping on the remove button .
    2. Adjust quantity with the minus and plus buttons .
    3. Adjust sales quantities, scrolling down and selecting the editable boxes.
    4. Add and remove new items, by tapping on the top-right corner “Edit cart” button.
  6. Once you are done with your changes, Tap “Update” in the top-right corner.
  7. A red banner will prompt with the calculated difference to refund. Tap “Refund”.
  8. 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”.
Follow these steps to do a partial refund on a bill from one of the Orders pages:
  1. Tap “All orders”, “Today’s orders” or “Upcoming orders” page.
  2. Tap the order to open it.
  3. Alternatively: Tap the search bar and key in your order number > Tap the order.
  4. In the order details modal: Tap on “Edit order”.
  5. You will see your cart is now editable. A few things you can do from here:
    1. Remove an item by tapping on the remove button .
    2. Adjust quantity with the minus and plus buttons .
    3. Adjust sales quantities, scrolling down and selecting the editable boxes.
    4. Add and remove new items, by tapping on the top-right corner “Edit cart” button.
  6. Once you are done with your changes, tap “Update” in the top-right corner.
  7. A red banner will prompt with the calculated difference to refund. Tap “Refund”.
  8. 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”.

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What should happen

After completing a refund:
  • For full refunds with cancellation: The order status changes to “Cancelled” and shows a “Refunded” label
  • For full refunds with reopen: The order reopens in your POS cart, ready for editing. The original order shows as voided
  • For full refunds with recharge: The order shows “Unpaid” with a red banner until the customer pays again
  • For partial refunds: The order total updates to the new amount. The original total is crossed out
For integrated payments, the refund amount reflects in the customer’s bank account after processing by their bank.

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How long refunds take

Once you confirm a refund in Atlas, it is submitted right away. How soon the customer gets their money back depends on the payment method.
Payment methodWhen the customer gets the refund
Card (Visa, Mastercard)5–10 business days
Apple Pay / Google Pay5–10 business days (follows the linked card)
PayNowReturned to the customer’s bank, usually faster than a card refund
Manual (cash, NETS, bank transfer)No electronic refund to send; you return it to the customer directly
Aggregator (GrabFood, Foodpanda, Deliveroo)Handled on the platform, following its own timeline
The card window is set by the customer’s bank, so Atlas cannot speed it up once the refund is submitted. Weekends and public holidays do not count as business days.

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If it doesn’t work

  1. Check that you have Cashier permissions or above (Settings > Team members)
  2. Verify the order is in “Completed” or “Paid” status — you cannot refund unpaid orders
  3. For aggregator orders (GrabFood, Deliveroo, Foodpanda): Refunds must be processed on the aggregator platform, not Atlas
  1. Check the timing first: card refunds take 5–10 business days (see How long refunds take). The customer may just be waiting on their bank.
  2. Confirm the refund was processed in Atlas (order shows “Refunded” label)
  3. Check the original payment method — refunds go back to the same card/account used for payment
  4. Ask the customer to check their bank statement for the original transaction date
  5. Contact support at hello@atlas.kitchen with the order number and refund date
  1. Use the search bar and enter the order number (e.g., “A-1234”)
  2. Check the date filter — expand it to include older dates if needed
  3. Try searching by customer name or phone number
  4. For orders older than today: You need Manager or Admin permissions to access them
  1. Check if the order had discounts applied — refunds are based on what the customer actually paid
  2. For partial refunds: Verify you removed the correct items before tapping “Update”
  3. Review the refund confirmation screen carefully before confirming

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Next steps