Payment Refund Form

Use these steps to submit a Payment Refund Form, based on your customer’s original payment method. Account must be verified by Billing Responsible Party or authorized user before a refund request can be submitted.

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Cash/RPPS Credit/Debit card Electronic Check Payment (ECP) In-store POS bill payment refund Cash/RPPS Cash/RPPS made to your customer's account can be refunded to a Onbe prepaid MasterCard, sent to the billing address on file, or by Electronic Check Payment (ECP) once a One Time PIN (OTP) has been verified by the Billing Responsible Party (BRP).

Review your customer's Payment History and verify payment date, amount, and method. Payments older than 12 months are ineligible for refund. Atlas refund form will default to display payment results for the last 6 months. Use the filter option to locate older payments that posted more than 6 months ago. Verify payment does not have any Payment Activities prior to requesting a refund. Don't submit a refund if payment activities are found. Confirm your customer's billing address, if it has changed, update the address prior to submitting a refund form. Ask your customer how they would like their refund, Prepaid card or ECP. Send a One Time PIN, to the BRP only, if they want funds sent by ECP. Do not submit an ECP refund until the OTP is verified. Access the Refund Payment form via Atlas Toolbox or if using C2 link, use Chrome as your browser right click on the Refund Payment Form , select Open link in new tab. If using C2 link enter the account number in the BAN field and press Search and select the customer's account. Choose More Refund Options select refund option mailed prepaid card or electronic check. Enter in Checking Account Number and Routing Number and validate for ECP or select mailed prepaid card for prepaid Mastercard to be sent to the billing address on file and select validate Enter in Payment Amount. Partial refunds can be given but can't be greater than the payment made. Click Submit. The refund will be placed in pending status and sent for manual review by PSO team. Tell your customer the refund will be reviewed in 1 business day, and they will receive an automated SMS to communicate the outcome. Let them know, if approved, prepaid cards will typically arrive within 10 mailing days by USPS ground mail, ECP payments will usually be deposited within 3 business days. Credit/Debit card Credit and Debit card payments made to your customer's account can only be refunded back to the original card. When the original card is no longer active, you will submit a refund back to the original card, your customer must contact the issuing bank to retrieve the refund approximately 3 business days after refund approval.

Review your customer's Payment History and verify payment date, amount, and method. Payments older than 12 months are ineligible for refund. Atlas refund form will default to display payment results for the last 6 months. Use the filter option to locate older payments that posted more than 6 months ago. Verify payment does not have any Payment Activities prior to requesting a refund. Continue to step 3. if no activity found. Don't submit a refund if payment activities are found. Access the Refund Payment form via Atlas Toolbox or if using the C2 link, use Chrome as your browser and right click the Refund Payment Form link and select Open link in new tab. If using the C2 link enter the account number in the BAN field and click Search and select the customer’s account. Select the payment your customer is requesting a refund. Do not submit a refund for a credit/debit card payment that is not in the list. Customers who are requesting a refund for a recent payment must wait for the payment to settle, typically 24 hours after payment was made, and show in their Payment History before we can request a refund. Some payments can take up to 72hrs. Verify Payment Amount is correct with your customer. Partial refunds can be given but can't be greater than the payment made. Select the Refund Reason. Click Submit. You will get the refund decision displayed on the form. If placed in pending status, it will require manual review by the PSO team. Tell your customer the refund will be reviewed in 1 business day, and they will receive an automated SMS to communicate the outcome. If approved, provide the refund timelines displayed in the form. Their refund will typically be deposited within 3 business days. Electronic Check Payment (ECP) / Mailed Payments ECP's or paper check payments made to your customer's account can only have a refund submitted after the BRP has verified a One Time PIN.

Review your customer's Payment History and verify payment date, amount, and method. Confirm with the customer that payment has cleared with the bank, this will avoid impacts to the account for a returned payment refund. Payments older than 12 months are ineligible for refund. Atlas refund form will default to display payment results for the last 6 months. Use the filter option to locate older payments that posted more than 6 months ago. Verify payment does not have any Payment Activities prior to requesting a refund. Continue to step 3. if no activity found. Don't submit a refund if payment activities are found. Send a One Time PIN, to the BRP. Do not submit a refund until the One Time PIN is verified. Access the Refund Payment form via Atlas Toolbox or if using the C2 link, use Chrome as your browser and right click on the Refund Payment Form then select Open link in new tab. If using the C2 link enter the account number in the BAN field and click Search and select the customer’s account. Select the payment your customer is requesting a refund for. If requesting a refund to an alternate account, select more refund options then choose electronic check and enter the Checking Account Number and Routing Number and select validate. Let your customer know if they're requesting a refund for a recent payment, they must wait for the payment to settle, typically 24 hours after payment was made, and show in their Payment History before we can request a refund. Enter in Payment Amount. It cannot be greater than the payment made. Select the refund reason. Click Submit. You will get the refund decision displayed on the form. If placed in pending status, it will require manual review by the PSO team. Tell your customer the refund will be reviewed in 1 business day, and they will receive an automated SMS to communicate the outcome. If approved, provide the refund timelines displayed in the form. Their refund will typically be deposited within 3 business days. In-store POS bill payment refund In-store POS bill payment's do not show up in our Payment Refund Form, these payments are completed through a different payment platform. There may be times, where a customer call's in, and asks for a refund for a bill payment made in-store. Follow the steps below to process these requests.

Review your customer's Payment History and verify payment date, amount, and method. Payments older than 12 months are ineligible for refund. Atlas refund form will default to display payment results for the last 6 months. Use the filter option to locate older payments that posted more than 6 months ago. Verify payment does not have any Payment Activities prior to requesting a refund. Continue to step 3. if no activity found. Don't submit a refund if payment activities are found. Confirm your customer's billing address, if it has changed, update the address prior to submitting a refund form. Ask your customer how they would like their refund, Prepaid card or ECP. We are unable to refund credit/debit card payments back to your customer's original card for in-store payments. Send a One Time PIN, to the BRP only, if they want funds sent by ECP. Do not submit an ECP refund until the One Time PIN is verified. Continue to step 6. for prepaid card. Access the Refund Payment form via Atlas Toolbox or if using the C2 link, use Chrome as your browser and right click the Refund Payment Form link and select Open link in new tab. If using the C2 link, enter the account number in the BAN field and click Search and select the customer’s account. Choose More Refund Options and select refund option mailed prepaid card or electronic. Enter in Checking Account Number and Routing Number and validate for ECP or select mailed prepaid card for prepaid Mastercard to be sent to the billing address on file and select validate. Enter in Payment Amount; it cannot be greater than the payment made. Select the Refund Reason. Click Submit. The refund will be placed in pending status and sent for manual review by PSO team. Tell your customer the refund will be reviewed in 1 business day, and they will receive an automated SMS to communicate the outcome. Let them know, if approved, prepaid cards will typically arrive within 10 mailing days by USPS ground mail, ECP payments will usually be deposited within 3 business days.