It happens. You make a purchase, regret it, and want to have it cancelled. Unfortunately, we will not be able to block purchases after you have authorised the charge. However, there is still hope. Let us walk you through the process of securing refunds below.
Refunds can only be made to the same Pleo card used to make the purchase
All refunds are subject to the merchant's refund policy - i.e if you purchase a non-refundable plane ticket and want a refund, Pleo cannot assist you with securing a refund
We need written confirmation that the merchant refuses to issue a refund before initiating a chargeback
Scenario 1: You clicked 'cancel' before the purchase went through
In this case, if you contact a merchant to cancel, before they have pulled the funds from your Pleo account (the expense is still pending in Pleo), you might still see the expense disappear from Pleo. This depends on the merchant's policy, but it can take between 3-30 business days to disappear from Pleo.
Scenario 2: The merchant authorised a purchase multiple times/for an incorrect amount
If you have been charged for an incorrect amount, you will need to secure written documentation that you made only one purchase. If the 'duplicate' expense is still pending, there is a chance it might be reversed and removed from your Pleo expenses. If it becomes settled, please reach out to the merchant for a refund, citing the duplicated/incorrect charge.
Scenario 3: The merchant refuses to issue a refund
If a merchant refuses to issue a refund where you are entitled to one - you will need to secure written documentation listing the reason why the merchant refuses to refund your money. Send this documentation to our Customer Success team at firstname.lastname@example.org and you can choose to pursue a chargeback (subject to a fee)
For a full scope of our refund process, please refer to the Terms and Conditions.
What happens if the bookkeeper has already exported an expense for a returned item?
Whenever a refund comes in, it will show up as a positive (plus sign) in the Pleo Wallet balance. It's always possible to attach a credit note (something you get from the merchant) to the refund in Pleo. It's possible to export refunds to your accounting system where the original expense and refund is balanced out.