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How to refund customers with Atoa

Last updated on Feb 27, 2025

This article is for businesses using Atoa Instant Settlement. For customers using Atoa Payouts (End of Day Settlement) please click here.

To refund a customer with Atoa, just follow these simple steps:

  1. Go to the ‘Payments’ section on your Atoa dashboard or in the Atoa Business app.

  2. Click on the payment you want to refund.

  3. At the bottom of the payment details, tap the ‘Refund Amount’ button.

  4. You’ll have the option to make a full or partial refund. You can process the refund using Atoa or through your bank app.

  5. Enter the customer's bank account number and sort code, then hit ‘Continue.’

  6. Double-check your refund information, and you’re all set!

Can employees issue a refund?

Yes, they can. However, not all employees have this ability by default. You’ll need to assign role permissions by creating a custom role for your staff.

To do this, you’ll need to upgrade from your Basic plan to either the Growth or Advanced add-on.

Can I make a refund through the Atoa dashboard?

Absolutely! You can issue refunds through both the Atoa Business app and the dashboard.

Can I cancel a refund once it’s processed?

Unfortunately, no. Once a refund is processed, it cannot be cancelled.