If a fraudulent or unauthorised transaction is made using a Weel card, Weel’s Visa-level fraud protection and dispute process help you secure the card, investigate the charge, and recover funds where applicable.
Card transactions are protected against fraud and other unauthorised activity in accordance with Visa Zero Liability.
If you are ever concerned about a transaction, please don't hesitate to get in touch. Our security team will review the transaction to ensure that it is safe.
Steps
1. Notify your Weel administrator
Inform your organisation’s Weel admin as soon as possible.
Share details of the suspicious transaction.
The admin can take the next steps to secure the account and manage the dispute.
2. Lock the card immediately
As soon as a suspicious or unauthorised transaction is noticed, contact an admin user to lock the card to stop any further spending.
Open the Weel web app or Weel mobile app.
Go to Cards and select the affected card.
Click the ellipsis symbol and either replace the card or freeze the card.
3. Review recent transactions
Check all recent card activity to identify any other unusual charges.
Go to Transactions in Weel.
Review the card’s activity carefully.
Note any additional transactions that may also be unauthorised.
4. Submit a dispute
Lodge a dispute for each unauthorised transaction.
The cardholder or admin can submit the dispute in Weel.
Disputes are reviewed through the issuing bank’s investigation process and follow standard Visa dispute rules.
See How do I dispute a transaction?
5. Cancel and replace the card (if needed)
If the card is confirmed as compromised, the admin should:
Cancel the affected card.
Issue a new physical or virtual card to the cardholder.
What happens next
The disputed transaction is investigated under Visa’s fraud and chargeback process.
If the transaction is confirmed as unauthorised, the funds are returned to your account within 90-120 business days.
The replacement card can be used immediately (for virtual cards) or once the physical card arrives.
Continue to monitor transactions to ensure no further suspicious activity occurs.