How to report merchant enrichment errors

When a card transaction shows the wrong merchant name or logo, displays Unknown merchant, or is missing details like a category or location, it’s usually a merchant enrichment issue. Merchant enrichment is the extra information we add to help you recognise and reconcile spend — like the merchant name, category, and location.

What counts as a merchant enrichment error

Report a merchant enrichment error if you see any of the following:

• Wrong merchant name — the transaction appears under a different brand or supplier than expected
• Generic or unclear merchant name — confusing abbreviations or payment descriptors that don’t match the vendor
• Missing merchant details — the merchant name is missing or shown as Unknown, or the category or location is missing/incorrect
• Inconsistent merchant information — the same vendor appears under multiple different names, or similar transactions don’t group together as expected

Before you report

1. Confirm it’s the right transaction by checking the date, time, amount, and currency
2. Check if the transaction is still pending — merchant details can update once it has settled

How to report a merchant enrichment error

Contact Support (or your Customer Success manager, if you have one) and include the details below.

If you’re reporting multiple transactions, include a list or spreadsheet with one row per transaction.

What to include in your report

1) Your account details

• Company name (workspace name, if different)
• Country (where your company is based)
• Best contact person (name and email)

2) What’s wrong

• What you expected to see (for example: “This should show Total Energy Company”)
• What you actually see in Pleo (for example: “It shows TCS Suisse”)
• Where you see the issue (for example: expense list, expense details page, or exported reports)

3) Transaction details

Include at least one of the following for each affected transaction:

• Expense ID (if visible)
• Transaction ID or reference (if visible)
• Card last 4 digits or card name
• Date and time
• Amount and currency

4) Merchant information shown in Pleo

For each transaction, copy what’s currently displayed:

• Merchant name (exact spelling as shown)
• Merchant category (if shown)
• Merchant country or location (if shown)
• Merchant ID (optional, but helpful if visible)

5) Screenshots or receipts

Attach a screenshot of the expense details page (or the transaction details view) showing the incorrect or missing information.

If relevant, also include:

• A receipt or invoice showing the correct merchant name
• A short note explaining the real vendor (for example: “This charge is from LinkedIn Ads”)

6) Impact and urgency

This helps us prioritise your report:

• Is this blocking month-end close, reconciliation, or exports?
• Roughly how many transactions are affected?
• Is it ongoing or a one-off?
• Do you have a deadline? (for example: “We need this confirmed by Friday for an audit”)

Example report

Subject: Merchant enrichment error — wrong merchant name

• Company: Example ApS
• Contact: Name, email@example.com
• What I expected: Total Energy Company
• What I see in Pleo: TCS Suisse
• Where: Expense details page and exports
• Transaction: 12 May 2026, 10:43 CET — 1,240.00 DKK — Card 1234 — Expense ID XYZ
• Merchant info shown: Name: TCS Suisse | Category: Fuel | Country: DK
• Evidence: Screenshot and receipt attached
• Impact: Affects May reconciliation; 3 transactions affected

What happens after you report

We’ll use the transaction details you provide to trace the expense through our systems and determine whether:

• The merchant details were received incorrectly from the card network
• The details were received correctly but didn’t display correctly in Pleo
• The merchant details were incomplete at the source (some fields are optional depending on the transaction type)

In many cases, we can correct the enrichment logic going forward. Some historical transactions may not be fully recoverable if the information wasn’t provided at the source.