When a merchant refunds a purchase, the payment routes automatically back through the card network into your Weel Account Balance, so you don't need to provide any bank or card details. This article explains why that's the case, and what to do if a merchant asks for them anyway.
How It Works
- Automatic refunds: A merchant refund routes through the card network into your Account Balance, not the card, restoring your Budget automatically.
- Works on a closed card: Refunds match to the original transaction, so they land even if that card's since been cancelled or blocked.
- Typical timing: Refunds usually take 3-5 business days, occasionally up to 10, and show as Refund or Pending Refund until they land.
- Card details can't trigger a refund: The number, expiry, and CVC you view for a digital wallet or checkout can't push money back to you.
- Weel's bank details are for topping up, not receiving refunds: Transfers must come from your business's exact registered name or they're rejected.
Good to know
- A standard refund is processed as a card reversal, not a bank transfer. If a merchant asks for bank details anyway, ask them to try a normal refund to the original payment method first.
- The business' BSB and account number (Settings > Account balance > Transfer funds) are Nium's account for topping up your own balance, not a channel for receiving a merchant's refund. Transfers must come from your business's exact registered name or they're rejected. See How to fix a rejected BSB transfer to your Weel account for the full detail.
- If a merchant insists a transfer is the only option, contact Weel Support before sharing any bank details. Also contact Support if a refund hasn't landed after 10 business days.
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