This explains why a reimbursement payment failed and how to get it paid, whether Weel retries it automatically or you need to make a quick fix first.
Common reasons a reimbursement payment fails
- Not enough funds in the business account balance
- Not enough funds in the budget's limit (or, for a per-member budget, in that person's own spend limit)
- The claimant's linked bank account details are invalid (for example, an incorrect BSB or account number)
- The claimant has been removed from the budget the reimbursement is coded to
- The budget the reimbursement is coded to has been deleted
- The claimant's account has been paused
- A compliance hold placed on the payout by Weel's banking partner
To fix a failed reimbursement payment
- Open the Reimbursements page.
- Click the Failed tab. Failed reimbursements show a Failed payments tag.
- Hover over the Failed payments tag, or open the reimbursement, to see the reason it failed and the suggested fix.
- Suggested fixes include updating bank details, topping up the budget, or re-adding the claimant to the budget.
- Follow the suggested fix.
- Weel automatically retries the payment once you've made the fix, for most failure reasons. You don't need to resubmit it manually.
Exceptions to automatic retry
- If the payment failed because of invalid bank details and the funds have already been returned to the business account, Weel doesn't reschedule it automatically. You'll need to reschedule the payment yourself once the details are corrected.
- A compliance hold on the payout doesn't retry automatically. Contact Weel Support to have it investigated.
- Automatic retry only applies for 6 months from when the reimbursement claim was originally created, not from when it failed. If a claim is older than that, contact Weel Support to have it reprocessed manually, even after you've fixed the underlying cause.
What happens next
The person being reimbursed gets an email when their payment fails, for most (but not all) failure reasons. Approvers aren't copied on this email.