[No QA] Reimbursement Failure Reasons: Canada bank formats, Singapore link, neutral terminology by twisterdotcom · Pull Request #83623 · Expensify/App

twisterdotcom · 2026-02-26T21:00:33Z

Summary

Help doc updates for Reimbursement-Failure-Reasons.md:

Canadian bank account formats: Added reference table (institution code, SWIFT code, A/C number formats for CAD wires, USD wires, CAD/USD EFT) for RBC, BMO, CIBC, TD, HSBC, National, Scotiabank, Desjardins. Cross-linked from Account Not Found section.
Singaporean bank account formats: New section with link to Connect a Personal Bank Account FAQ for SGD account details.
Terminology: Removed all "CorPay ACH returns" wording; use "reimbursement failure reasons" and "payment processor" instead.
What happens when a reimbursement fails: Report moves from Paid back to Approved; bank account removed from submitter's Wallet; submitter must re-add bank (link to Connect a Personal Bank Account); Admin retries payment.
Scope FAQ: Article applies to all employee reimbursement failures; invoice payment failures do not show in report history.

Docs-only change; no QA required.

Made with Cursor

- Add Canadian bank account formats table (institution code, SWIFT, A/C formats) - Add Singaporean bank account formats section with FAQ link - Cross-reference Canadian formats from Account Not Found section - Replace CorPay ACH return terminology with neutral wording (reimbursement failure reasons, payment processor) - Update What Happens: Paid→Approved, bank removed from Wallet, submitter re-add instructions - Update scope FAQ for employee reimbursements; note invoice payment failures Made-with: Cursor

github-actions · 2026-02-26T21:03:29Z

HelpDot Documentation Review

Overall Assessment

This PR makes several meaningful improvements to the Reimbursement Failure Reasons article: it replaces vendor-specific "CorPay ACH" terminology with neutral language, adds a Canadian bank format reference table, links out for Singaporean bank details, and clarifies what happens when a reimbursement fails (status change, wallet removal). The changes are well-scoped and directionally strong. A few grammar and cross-linking issues should be addressed before merge.

Scores Summary

Readability: 7/10 - Most changes are clear and well-written. One bullet point has a significant grammar/duplication error ("to Expensify" appears twice), and the processing-timeline FAQ answer is a run-on that could be tightened. The Canadian bank table is dense but appropriately structured for reference material.
AI Readiness: 8/10 - YAML metadata is properly updated with neutral terminology. The internalScope follows the correct Audience is... Covers... Does not cover... format. Headings are descriptive. One concern: the "Canadian bank account formats" and "Singaporean bank account formats" headings use lowercase after ##, while the rest of the article uses title case (e.g., "Account Not Found", "Account Has Been Switched"). This inconsistency could confuse AI retrieval.
Style Compliance: 7/10 - Terminology shift from "Corpay ACH returns" to "reimbursement failure reasons" is a clear improvement. However, the Singaporean section links to an Expensify Classic article from a New Expensify help page, which is a cross-product linking concern. The phrase "right now" in the final FAQ answer is informal and time-dependent, which ages poorly in documentation.

Key Findings

Issues to address:

Grammar error (bullet point duplication): The new bullet reads: "The report submitter must add their bank account to Expensify (either another, or the same with corrected information) to Expensify." -- "to Expensify" appears twice. Suggested fix: "The report submitter must add their bank account to Expensify -- either a different account or the same one with corrected information. (Follow the instructions here.)"
Cross-product link: The Singaporean bank account formats section links to expensify-classic/bank-accounts-and-payments/bank-accounts/Connect-Personal-Bank-Account. This article lives under New Expensify (new-expensify/reports-and-expenses/). Linking to Expensify Classic content without noting the product boundary may confuse readers. Consider either noting this explicitly or checking whether equivalent guidance exists in a New Expensify article.
Informal/time-dependent language: The final FAQ now reads "Invoice payment failures will not show in the report history right now." The phrase "right now" implies a temporary state and will become stale. Consider: "Invoice payment failures do not currently appear in the report history." or simply "Invoice payment failures are not shown in the report history."
Heading case inconsistency: New ## headings use sentence case ("Canadian bank account formats", "Singaporean bank account formats") while existing ## headings use title case ("Account Not Found", "The Account Name Does Not Match"). Aligning to one convention would improve consistency.
Run-on FAQ answer: "Retried payments follow the same processing timeline as the original payment, usually dependent on the local payment timelines, or wire payment timelines for cross-border payments." This is a comma splice. Consider: "Retried payments follow the same processing timeline as the original payment. Timing usually depends on local payment schedules or, for cross-border payments, wire transfer timelines."

Positive aspects:

The terminology neutralization (removing "Corpay ACH") is well-executed and consistent across frontmatter, body, and FAQ.
The Canadian bank reference table is a valuable addition that directly addresses a common failure scenario.
Correcting the status from "Processing" to "Paid" improves accuracy.
Adding the wallet-removal detail and re-add requirement gives readers a complete picture of what happens on failure.
The cross-link from "Account Not Found" to the Canadian bank formats section is a helpful navigation aid.

Recommendations

Must fix: Correct the duplicated "to Expensify" phrasing in the bullet point about re-adding bank accounts.
Should fix: Replace "right now" with language that does not imply a temporary state, or add a note about future plans if that is the intent.
Should fix: Evaluate the Expensify Classic cross-link for the Singapore section -- either add a note that it references Classic documentation or find/create equivalent New Expensify content.
Nice to have: Align heading case (title case vs. sentence case) for the new ## sections.
Nice to have: Break the run-on sentence in the processing-timeline FAQ.

Files Reviewed

docs/articles/new-expensify/reports-and-expenses/Reimbursement-Failure-Reasons.md -- Single file modified. Changes span YAML frontmatter, intro paragraphs, failure-flow bullets, a new Canadian bank table, a new Singapore section, and FAQ updates. All proposed changes were reviewed against the diff.

This review covers only the proposed changes in the PR diff, not unchanged portions of the file.

docs/articles/new-expensify/reports-and-expenses/Reimbursement-Failure-Reasons.md

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docs/articles/new-expensify/reports-and-expenses/Reimbursement-Failure-Reasons.md

…-Failure-Reasons.md Co-authored-by: github-actions[bot] <41898282+github-actions[bot]@users.noreply.github.com>

…minology

twisterdotcom · 2026-02-26T21:14:44Z

@MelvinBot could you also add all of these Canadian bank names to the spell check file?

OSBotify · 2026-02-26T21:16:13Z

A preview of your ExpensifyHelp changes have been deployed to https://1c0b585d.helpdot.pages.dev ⚡️

Updated articles:

articles/new-expensify/reports-and-expenses/Reimbursement-Failure-Reasons

…ted, add Canadian bank names to spell check All reimbursement failure sections now consistently instruct the member to reconnect their bank account (since the account is always removed on failure). Also added Canadian bank names and SWIFT codes to cspell.json. Co-authored-by: Ted Harris <twisterdotcom@users.noreply.github.com>

MelvinBot · 2026-02-26T21:22:15Z

Done — added the following Canadian bank names and SWIFT codes to cspell.json:

Bank names: BMO, CIBC, RBC, Scotiabank, Desjardins
SWIFT codes: BNDCCAMM, BOFMCAM2, CCDQCAMM, CIBCCATT, HKBCCATT, NOSCCATT, ROYCCAT2, TDOMCATTTOR

melvin-bot · 2026-02-26T21:22:29Z

melvin-bot · 2026-02-26T21:22:31Z

@youssef-lr @greg-schroeder One of you needs to copy/paste the Reviewer Checklist from here into a new comment on this PR and complete it. If you have the K2 extension, you can simply click: [this button]

Adds keywords for Canadian bank account format, Singapore bank account, institution code, SWIFT code, and EFT to improve search discoverability. Co-authored-by: Ted Harris <twisterdotcom@users.noreply.github.com>

twisterdotcom requested a review from stephanieelliott as a code owner February 26, 2026 21:00

melvin-bot bot assigned twisterdotcom Feb 26, 2026