Seeing what appears to be two charges for the same purchase is common, whereas a genuine duplicate is rare. It's usually one of a few explainable causes:
- A merchant terminal error
- A pending transaction still showing next to a cleared one, or
- A merchant pre-authorisation.
Knowing which one applies tells you whether it's a temporary display quirk or worth following up.
How It Works
- Merchant terminal error. Occasionally a merchant's payment terminal submits a charge twice due to a glitch on their end, not with Weel.
- Pending and cleared transactions overlapping. A charge shows as Pending while funds are held, and can appear alongside its eventual cleared entry until it clears.
- A smaller verification hold. Hotels, fuel stations, subscription services, and online merchants place a hold to verify your card, which reverses once the charge settles.
- A larger hold that settles for less. Some merchants pre-authorise a higher amount than the final charge, so the higher figure may briefly show instead.
- Weekend and holiday delays. Settlement can take a little longer over weekends, public holidays, or when a merchant batches transactions manually.
Good to know
- If the original authorisation hold is released without the merchant completing settlement, the Pending record can sit next to (or in place of) the eventual cleared transaction for up to 10 business days, sometimes as few as 7, before it disappears automatically. No action is needed on your part.
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If a charge still looks like a genuine duplicate after checking the causes above, contact the merchant directly first; they can usually resolve it faster than a formal dispute.
- If that doesn't work, email help@letsweel.com, and we'll raise it as a chargeback with our card provider. See How to dispute a transaction for the full process.
Please reach out any time you have a concern about a transaction, whether or not it turns out to be a duplicate.