A Weel card transaction doesn't always match the receipt or invoice you're expensing it against, and that's usually explainable rather than a problem. This article covers domestic (AUD/NZD) transactions; for foreign currency mismatches, see Understanding Foreign Spend Amount Differences on Card Transactions instead. Most of the causes below you can resolve yourself, without waiting on Support.
How It Works
Still Pending
- A Pending transaction shows the amount a merchant authorised, not necessarily the final one. Fuel stations, hotels, car rentals and self-serve terminals often authorise a provisional amount, then settle for a different figure once the actual total is known.
- Weel updates the same transaction in place, usually within 3 to 5 business days (a hold can stay Pending for up to 10), so wait for it to clear before comparing it to the receipt.
The receipt only covers part of the purchase
- If part of the cost was paid another way (a deposit, an initial payment, or a balance payment), the receipt total will legitimately differ from the card charge.
- Very large purchases can also be split into more than one merchant charge, so check for more than one payment line before assuming something's missing. (Weel's own Split Transaction feature only splits how a transaction is coded for accounting; it doesn't create multiple card charges.)
An unitemised fee, surcharge or tip
- Card surcharges, service fees, booking fees and tips are common enough that Weel's automatic receipt checking allows for them: a receipt still matches when its total is up to 3% less than the transaction (or the greater of 3% or $0.50, when a fee or surcharge is mentioned without an exact amount). Restaurant service charges and tips are also GST-free, which can add a small gap of its own.
Rounding
- A gap of 5 cents or less is treated as rounding, not a mismatch.
Weel flagged the receipt as not matching.
- A "Tax invoice issue(s) detected" notice means the gap was bigger than the tolerances above allow. This check re-runs automatically once the transaction clears, so a mismatch caused only by the Pending-to-settled gap should resolve itself.
- If it doesn't, or you're confident the receipt is correct despite the notice, anyone with permission to edit the transaction can select Mark tax invoice as valid to clear it directly, with an optional field to explain why.
What to do if none of this explains it
- Check the transaction is Cleared, not Pending, and recheck the receipt against the settled amount.
- Contact the merchant first. If the charge is genuinely wrong, most merchants would rather correct it directly than have a dispute filed against them.
- If that doesn't resolve it, raise a dispute with Weel via in-app messaging or help@letsweel.com. We'll confirm your details, have you complete a short signed dispute form, then lodge the dispute with our card provider on your behalf. Raise a dispute within 90 days of the transaction; resolution typically takes 45 to 90 days (longer if the merchant contests it), and a favourable outcome is credited back to your account within 1 to 3 business days. See How do I dispute a transaction? for the full process.
Good to know
- This article is about a card transaction not matching a merchant's receipt or invoice. If you think you've been charged incorrectly on your Weel subscription bill, that's a different invoice; see How to dispute an incorrect charge on your Weel invoice instead.
- A genuine merchant refund is different again: it updates the original transaction and is clearly labelled Refund (a positive, green amount), rather than showing up as an amount gap. See Understanding How Weel Handles Refunds.
- Seeing what looks like the same purchase twice is usually a Pending and a cleared transaction sitting side by side, or a pre-authorisation. See Understanding Duplicate Transactions on Your Weel Card if that's what you're seeing instead of an amount gap.