Voiding and refund card payments

Difference between "void" and "refunds"

• Voids – If a transaction has been completed but you wish to return funds to the customer before settlement (e.g. the same day as purchase), you should process a Void.
• Refunds – Terminals do not currently support refunds once funds have settled. In these cases, refunds must be processed through the Atoa Web Dashboard.

Voiding a Card Payment

On the Terminal

1. Swipe left from the right-hand side of the terminal screen and select Void from the menu.
2. Enter your merchant passcode (the default passcode at setup is "9299". We advise you to update your passcode).
3. Select the transaction from the queue and tap Void.
4. The terminal will automatically print a receipt confirming that the transaction has been voided.

On the Web Dashboard

1. Sign in to the Atoa Dashboard and go to the Payments tab.
2. Find and select the relevant transaction.
3. Click Refund.
4. Enter the amount and click Approve.
5. The transaction will be voided automatically 30 minutes later.

Refunding a card transaction

Card payments made via terminal, payment links, or QR stands can only be refunded through the Atoa Business mobile app or Atoa Web Dashboard.

Steps:

1. Sign in to the Atoa Dashboard.
2. Go to the Payments tab.
3. Select the relevant transaction.
4. Click Refund and enter the refund amount (full or partial).
5. (Optional) Add a comment for reference.
6. Click Submit to confirm the refund request.

Important Notes:

• Refunds are submitted 30 minutes after request (in case you make a mistake)
• During this window, you can cancel the refund by selecting the applicable transaction and clicking "Cancel Refund"