Give and Request a Refund

Always on Time (AOT.plus) offers the ability to take credit card payments online through integration with payment processors. Once your payment processor(s) is set up and integrated, you can accept payments by credit and debit card when customers book online.

If a customer cancels or asks for a refund, whether a partial or full refund, they can be refunded. Contact the business owner to initiate the cancellation and refund for any payment made. Payment(s) is refunded depending on the customer payment method and the policy set up by the business owner.  

Follow the steps below to begin the refund process: 

1. Go to Clients on the sidebar, search for the client, and click the pencil icon. 

2. On the Client Dashboard, go to the Orders tab and find the item you need to refund. 

3. Click the Refund button. A confirmation message will appear. Click Confirm to proceed. 

4. Once the refund process is initiated. A confirmation message will appear for the successful refund process. 

5. Click the Back to Orders button to see the order status (s). 

If you manually created a payment on a captured credit or debit card on file through Stripe, you will need to manually issue a partial or full refund through your Stripe account. 

1. Once the refund confirmation message appears, click the Click Here link to initiate a different amount of payment. 

2. You will be redirected to your Stripe Dashboard; click on the Customers menu.

3. Search and click on the customer by their email address. 

4. On the Customer Account, go to the Payments section, locate the order and select the 3-ellipsis button. On the Action menu, click Refund Payment. 

5. On the Refund Payment pop-up message, enter the Amount to be refunded. Select the Reason from the drop-down menu and enter Additional Information, if any. This information will appear in the customer refund email.

6. Click the Refund button. 

7. Once the refund is successful, you will receive a confirmation email that the refund has been processed, and a credit will automatically be applied to the credit card or original payment method. 

• No refunds can be processed manually by the customer. AOT support will advise customers to contact businesses regarding any payment(s) done through the platform.
  
• When a refund is made for an order purchased with a credit or debit card, the refund is complete and can no longer be reversed.
  
• Refunds made via Stripe may take up to 5-10 days to appear on the customer’s statement. Stripe fees for the original payment won’t be returned, but there are no additional fees for the refund.  
  

Still, need help? Reach out to us anytime via live chat at the bottom of this screen. If we're not around, we will get back to you as soon as possible. You can also email us at [email protected].