We want you to feel confident about your purchase. If you've been charged unexpectedly or something doesn't seem right, refunds and account credits are available. All requests are reviewed on a case-by-case basis, and refunds or credits will be issued where the request meets our eligibility criteria.
Refunds are only applicable to completed or processed payments. Failed transactions, where no payment has been successfully processed, are not eligible for refunds.
In this article:
Refunds vs. credits
Depending on the status of the charge, there are two ways we can resolve your request:
Refunds are not applicable for failed transactions as no payment has been successfully processed in such cases.
Refund. If the charge has already been fully processed, we can issue a refund to your original payment method.
Account Credit. If the charge is still pending or hasn't been processed yet, Shopify allows us to issue an account credit instead. This credit is applied directly to your Shopify account and will offset future charges. You can learn more about how Shopify handles app credits in their official billing documentation.
How to request a refund or credit
You can reach us through either of these channels:
Live Chat In the chat window, type "Speak to an agent" to be connected with a live support agent who can process your request directly.
Email Send your request to support@helloatlas.io and include the following:
Your store URL or the email address associated with your account
The charge amount in question
The reason for your refund or credit request
What to know before submitting
All requests are reviewed by our team and are subject to approval. We'll work with you to find the best resolution for your situation.
Refunds can only be processed for fully completed charges. For pending charges, an account credit may be issued instead.
Our team will review your request and respond within 24 hours.- Refunds are not issued for failed transactions since no payment has been successfully processed.
Handling Failed Transactions
If your payment fails but you still wish to complete the transaction and potentially request a refund later, you must first ensure that the payment is successfully processed. Failed transactions do not generate paid invoices, which are a prerequisite for any refund request.
Steps to Request a Refund After Payment Completion
Complete the Payment: Ensure the payment is successfully processed so that the invoice is marked as paid.
Allow Time for Settlement: Wait for the payment processor to settle the funds to Atlas. This process may take some time depending on the payment method used.
Request a Refund: Once the payment is settled and the invoice shows as paid, you can contact Atlas support to request a refund.