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How to investigate a reimbursement that shows Paid but wasn't received

  • Updated

If a reimbursement shows as Paid but the employee says the funds never arrived, use these checks to find out what happened and what to do next.

Before you start

  • Confirm the claim is still showing Paid. If it's now showing Failed, follow How to fix a failed reimbursement payment instead, the steps here don't apply.
    • A Paid claim can still flip to Failed afterwards, in two different ways: the receiving bank returns the funds (often because of stale or incorrect bank details), or the payout is declined by compliance screening after Weel already showed it as Paid. Neither one sends an automatic email, so it's easy to miss unless you check the claim directly.
  • A Paid status means Weel received confirmation the payment cleared on the banking side, not just that it was submitted, so this situation is unusual but it does happen.

Steps

  1. Check which bank account the payment was sent to. Ask the employee to confirm their currently saved bank account details (BSB and account number) in Weel, and whether they changed them around the time this reimbursement was submitted.
    • Bank detail changes only apply to future payments. If the employee updated their details after this reimbursement had already started processing, the payment still went to whichever account was on file at the time, not the new one. This won't explain a compliance decline (see above), but it's still worth ruling out.
  2. Give it a short processing window. Even once a payment shows Paid in Weel, it can take a little time to reflect in the recipient's own bank or statement. Ask the employee to check again after a business day before escalating further.
  3. Contact Weel Support if there's still no funds. Give Support the employee's name, the claim amount, and the date it was paid. Weel doesn't show a bank transaction or payment reference number in the app for a reimbursement, so Support will need to look this up internally against the banking records, including confirming whether a compliance decline or a bank return was the cause. You won't be able to self-serve a reference number for your own bank.

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