There are many reasons you may need to have an order cancelled or request a refund. Whatever those reasons are, we've got you covered with the information you need.

In this article we cover:

  • Refunds

  • Authorisation reversals

  • Chargebacks


Refunds

Sometimes you make a purchase that you no longer need, the product is not as expected once it arrives or you simply change your mind. In these cases you'll want to return the product/cancel your order and request a refund.

  • Refunds will need to settled with the merchant. If they refuse, check out the chargeback section at the bottom of this article.

  • 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 - e.g. if you purchase a non-refundable plane ticket and want a refund, Pleo cannot assist you with securing a refund.

What if the bookkeeper has already exported an expense for a returned item?

Whenever a refund comes in, it will show up as positive (+) in the Pleo Wallet balance. You can 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.


Authorisation reversals

Each merchant will have its own way of processing transactions. Some will take the funds immediately and others may authorise (reserve) the funds in your account and take it at a later date. In this situation, when an order is cancelled for any reason, the merchant will reverse the authorisation of the funds.

For example, you buy something with your Pleo card, but the merchant is out of stock and won’t be able to deliver the goods. So they cancel the order and issue an authorisation reversal.

Tip: Authorisation reversals may appear as a 'double charge' in Pleo. The reason for this is likely due to a receipt being added to the original authorisation (stopping it from being removed automatically), then instead of disappearing, the original authorisation plus the reversal is displayed.

Solution:

  1. Download the receipt from Pleo (in case you need it in the future).

  2. Delete the receipt from the original authorisation.

  3. As soon as it is deleted, the original charge plus reversal should both disappear within 24 hours.

Other situations that cause 'double charge' expenses:

  • A merchant does not take funds within 11 days from the payment authorisation but they do take the funds after this period. Follow the tip and solution above to rectify.

  • A merchant takes payment, you request a refund. Ideally the merchant creates a refund based on the initial charge, but instead creates a new transaction where they choose to not settle the funds but refund them. This will settle itself but, please reach out to support if it does not settle within 11 days.


Chargebacks

Sometimes a merchant may refuse to issue a refund where you are entitled to one. For this you can initiate something called a chargeback - you will need to secure written confirmation that the merchant refuses to issue a refund before initiating a chargeback. You can Send this documentation (as a PDF) to our Support team at support@pleo.io.

What happens once a chargeback is initiated:

  1. We will contact Mastercard, issuing them with a Customer Dispute Form, who in turn send the dispute to the merchant.

  2. The merchant then has 45 days to respond.

  3. The merchant can either agree to return the money or dispute our claim with stronger proof.

  4. If the merchant is able to prove they are right in charging the card, then the cardholder loses the right to the money, in this situation, Pleo would also apply a 20GBP fee as chargeback processing fees.

Good to know:

  • You will only get a refund if you win the case.

  • Only the cardholder in question, or an Admin on the account can submit this form. It is also required that the form is submitted in English, this is a requirement of Mastercard, who we submit the form to directly.





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