When a purchase is identified as ineligible under your benefit's policy, your ability to make new purchases may be temporarily paused until you provide documentation showing eligible use of the funds.
Why?
To ensure funds are used appropriately according to your benefits policies and any applicable regulations, Benepass monitors transactions for eligibility.
When an ineligible purchase is identified:
You'll receive an email notification explaining why the purchase wasn't eligible
The transaction will be clearly marked as ineligible in your account
Card spending will be temporarily paused
Depending on your benefits policy, expense submissions may also be paused
In order to resume spending from your benefit, you'll need to provide documentation showing eligible spending. This means providing a receipt for an eligible purchase not made with your Benepass card that equals or exceeds the total ineligible purchase amount.
Example
Let's say you accidentally use your Benepass card at the store to make a purchase that isn't eligible under your benefits. Once your transaction is determined to be ineligible, you'll receive an email alerting you. The transaction will be marked as ineligible in your account, and you'll see visual indicators on your benefit alerting you that spending has been paused.
To resolve this, you'll need to provide documentation showing eligible spending. Once that documentation has been provided and approved, any temporary spending restrictions will be lifted.
Common Questions
How do I resolve an ineligible transaction?
If a transaction is marked ineligible, you can resolve it by submitting documentation for an eligible alternate purchase. Follow the steps below.
1. Open the flagged transaction- Sign in to your Benepass account and navigate to the transaction marked as ineligible. Select the prompt to provide documentation.
2. Make an eligible alternate purchase- Using personal funds, purchase an item or service that is eligible under your benefit plan.
The cost of the alternate purchase must be equal to or greater than the amount of the flagged transaction.
The purchase does not need to be from the same merchant as the original transaction.
3. Prepare your receipt- Make sure the receipt for the alternate purchase includes all of the following:
Merchant name: The service provider or retailer must be clearly listed.
Date of purchase or service period: The purchase date or covered service period must be visible.
Description of items or services: Items or services should be clearly itemized. Non-eligible items should not be included in the total.
Final amount charged: The total amount paid or due must be clearly shown.
4. Upload the receipt- Upload the new receipt for the alternate purchase to the flagged transaction in your Benepass account. Once submitted, our team will review it to confirm eligibility.
What does proof of eligible spending mean?
Proof of eligible spending is a receipt showing the purchase of an item or service that meets the eligibility requirements of your benefit. The purchase must not have been made with your Benepass card or previously submitted to Benepass for reimbursement. The value of the eligible spending shown on the receipt must total or exceed the amount of ineligible spending.
How can I prevent ineligible transactions?
To avoid any temporary pauses due to ineligible spending, always make sure to:
Review your benefits' eligibility guidelines thoroughly
Keep all receipts until transactions are fully processed
Respond promptly to any requests for documentation