Reversed or voided card payments

A reversed or voided card payment means that a merchant (or their payment processor) cancels a card payment after it has been authorised, but before it settles.

This is not the same as:

• A declined card payment (the payment was never authorised)
• A refund (the payment had already settled and was then refunded)

What you’ll see in Pleo

When a card payment is reversed or voided in Pleo:

1. The reserved (held) amount is released back to your available balance
2. The payment won’t move to “Settled” because there is no final purchase
3. The reversed/voided payment disappears from Expenses (and Exports) once the reversal is processed, because it’s no longer an actual expense to book

Good to know: If there’s a receipt attached to the pending payment, the transaction may stay visible, but the amount can change to 0. 

When will a pending card payment be reversed

If a card payment stays Pending and never settles, it can be automatically reversed.

As a general rule, pending payments are usually reversed within 11 days from the authorisation date (and then disappear from Expenses).

What to do if you still see the transaction

• If the transaction is still visible for the same amount after the pending period, it may have settled
• If you believe you were charged incorrectly:
  1. Contact the merchant and request a refund
  2. If the merchant doesn’t respond or refuses, contact Pleo Support to ask about next steps (for example, the chargeback process)