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How to confirm the amount of a refund credited to your Weel account

  • Updated

Confirm the exact amount a refund credited to your Weel account by checking the transaction record, as covered in Understanding How Weel Handles Refunds.

Steps

  1. Open the transaction. It's tagged Refund (or Pending Refund while it's still processing), with the amount shown as a positive figure in green.
    • On web, find it in Transactions. In the app, find it under Expenses.
  2. Check the headline amount. It's shown in your account's currency and is the amount credited, or due to credit, to your Account Balance, not the original Budget or card. For a domestic purchase, this figure is final.
  3. For an international purchase, open the currency breakdown. Compare the Total, the converted amount actually credited, against what you expected rather than the Foreign spend amount face value. The breakdown also shows the Exchange rate and FX Fee used.
  4. Match the refund to your own records. Weel doesn't show a side-by-side view of the original and refunded amounts, since a refund normally updates the same transaction rather than adding a new one. Match it by merchant name, date, and the amount you expected.
  5. Compare the figures. If the amount matches what you expected, allowing for the reasons below, you're done. If it doesn't, see "If the amount still doesn't add up" below.

Why the credited amount might differ

  • Exchange rate movement (international purchases only). Weel converts a refund at the exchange rate in effect when it's credited, not the rate from your original purchase. Even an exact refund can land as a slightly different amount once converted.
  • The merchant issued a partial refund. Weel credits whatever amount the merchant sends, so a partial refund shows as a smaller amount than the original charge.
  • It was a pre-authorisation adjustment, not a refund. Some merchants (fuel stations, hotels, car rental, and self-serve printing) authorise a higher provisional amount, then settle the transaction down to the final total instead of crediting the difference separately. See Understanding Pending Transactions.
  • It was an approved dispute, not a merchant refund. Weel credits the settlement amount calculated when the dispute is processed, at the same rate-at-credit-time principle, and it can include a fee reversal that makes the credit slightly higher than the original charge. Disputes take 45-90 days to resolve (occasionally 90-120), separate from the 3-5 business days an approved credit then takes to land. See How to dispute a transaction.
  • The original transaction was already reversed or cancelled before the refund arrived, for example a hotel or car rental hold released before it settled. Weel then records the refund as a new transaction linked to the original, so it can appear as a separate line instead of matching directly.

If the amount still doesn't add up

Contact Weel support with the merchant name, date, and amount you expected. The merchant and card network process refunds, not Weel, so timing is outside our control. Standard processing takes 3-5 business days, occasionally up to 10. If it's been longer, we'll look into it with you.

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