This article is intended to help explain Arts People invoices and Ticketing Fee Summaries. It also includes information on Arts People users who also utilize Neon Pay as their payment gateway.
When looking at your Arts People invoice, there are a couple of things to note:
- Neon Pay payment processing fees are not reflected in your invoice. They are located in Neon Pay.
- Arts People Fees/ Ticketing Fees* are not reflected in your Neon Pay payouts. We do not have access to your funds in Neon Pay, and as such we cannot remove them before you receive the deposit.
*“Arts People Fees” and “Ticketing Fees” are interchangeable phrases
It is important to note that Arts People Ticketing Fee Summaries are not invoices. The ticketing fee summaries are reports that track how many tickets are sold during a given ticketing fee period. The ticketing fee summaries should not be used for making payment.
If you have any questions about invoice frequency or timing of your Arts People Fee charges, contact our Billing Department at billing@neonone.com.
Frequently Asked Questions
What is this invoice for?
Invoices from Arts People are for one or more of the following: ticketing fees, data services, implementation costs, external/3rd party processor fees, and training costs. If you use Neon Pay to process your transactions, the payment processing fees will not be included on your invoice. You can find those fees in Neon Pay.
Where do I find my open invoices?
Invoices are sent via email to the email address that is designated as the billing contact email for your organization. Please reach out to billing@neonone.com if you have questions about what email address has been designated as the billing contact email or if the email address designated as the billing contact email needs to be changed.
I thought you took out fees automatically; why am I getting an invoice?
Only Neon Pay payment processing fees can be deducted from your payouts. Ticketing fees, data services, implementation costs, and training costs are unable to be deducted from payouts at this time.
What’s the difference between payment processing fees and Arts People Fees/ Ticketing Fees?
Payment processing fees accrue whenever a transaction is processed within a payment processor. If you have Neon Pay, you can see these fees within Neon Pay. If you use a third-party payment gateway (I.E. Authorize.net), you will see these fees within that gateway, not your Neon products.
Arts People Fees/ Ticketing Fee accrue whenever an item or ticket is sold using the Arts People software.
How do I make payment on my invoice?
The invoice email includes a button labeled “Pay Now!” and the invoice pdf includes a link labeled “Pay Now” under remittance information (see screenshots below). Either of these can be clicked to make manual payment on invoices. When you click “Pay Now,” you will have the option to pay via ACH, bank, or card.* If using the bank withdrawal you will be asked to connect to your bank directly using your bank account’s login information. If you do not see your bank listed you may use the ACH option instead.
*Please note that ACH and bank payments do not accrue any additional fees, however card payments accrue a 2.75% + .30 fee convenience fee. When you select “card,” these fees will appear as a line item.
Is there an auto-pay option available?
Yes! The invoice email includes a hyperlink to enroll in auto-pay, and the invoice pdf includes a link labeled “Auto-Pay” under remittance information (see screenshots below). Either of these can be clicked to add a payment method on file. When you click these links, you will have the option to pay via ACH, bank, or card.*
Please note, once information is entered for auto-pay, the system will automatically attempt to make payment for all open invoices on the account. If using the bank withdrawal, you will be asked to connect to your bank directly using your bank account’s login information. If you do not see your bank listed you may use the ACH option instead.
*Please note all card payments accrue a 2.75% + .30 convenience fee.
How do I update my auto-pay information?
To add or update a payment method for auto-pay, use the link on the invoice email that says “Auto-Pay: To enroll in autopay please click here” and click “here”. You can also use the link on the invoice pdf that says “Auto-Pay: To enroll in auto-pay please click here: Auto-Pay” and click “Auto-Pay.” Select your payment method type - Bank withdrawal, Credit/Debit Card (convenience fee will apply), or ACH. If using the bank withdrawal, you will be asked to connect to your bank directly using your bank account’s login information. If you do not see your bank listed, you may use the ACH option instead. Bank withdrawal and ACH can be used with no extra cost/fees. Card payments accrue a 2.75% + .30 convenience fee.
My organization has to pay via check; we cannot pay electronically. Where can I send checks?
Check payments can be mailed to the below address; this address is listed in the upper left hand corner of the invoices and fee summaries:
Arts People
PO BOX 677140
DALLAS TX 75267-7140
Neon One is not responsible for delays or payments lost due to transit.
I need a W9 to make payment; who can I contact to request a W9?
You can email billing@neonone.com to request a W9.
Where can I find how the amount billed for Arts People Fees/ Ticketing Fees is calculated?
Please note: Fee Summaries are not the same as invoices. Your fee summaries are a report that track how many tickets were sold during a given ticketing fee period. They should not be used to make payment.
In Arts People, there is a section labeled “Arts People Ticketing Fee Summaries” which shows how the amount billed for ticketing fees was calculated. To access the Fee Summaries, login to the Arts People software. On the right hand side, you will see a section labeled “Arts People Ticketing Fee Summaries” with a “View more” button.
Upon clicking the “View more” button, a table will appear. The dates listed in the “Date” column will correspond with the dates on each fee invoice. The “From” and “To” sections show the date range of when the tickets were sold. In the below example, the March 8th, 2021 invoice would include ticketing fees accrued between February 8th and March 7th.
Clicking “View” will open the ticketing fee summary that led to the generation of the Arts People Ticketing Fees Summary.
The Arts People Ticketing Fees Summary is a report that displays how many tickets were sold during the selected date range and the ticketing fee rates for each corresponding ticket type. In the below example, 13 tickets were sold and each ticket sold accrues an 85 cent fee. 13x.85=11.05.
The second page of the Arts People Ticketing Fees Summary will show how many tickets were sold by performance and will also show sales broken down into the following categories: Tickets, Retail, Donations, Passes, Gift Certificates, and Enrollments.
The third page of the Arts People Ticketing Fees Summary will include a Patron Fees section and Totals section. The Patron Fees section lists fees that you have had set up in pricing, such as a per ticket fee, a per order fee, or even a retail fee. These are not fees being charged to you; they are fees you have elected to charge your patrons.
The Totals section recaps all of the above columns on pages 2 and 3. It lists your net income for the invoice period before any credit card fees are charged, but after ticketing fees are removed.
Please keep in mind that the Net columns on pages 2 and 3 of the fee summary report do not include ticketing fees (also known as AP fees) or credit card processing fees removed.
The Arts People Ticketing Fees Summary does not include sales tax or past due balances from previous periods. Sales tax and past due balances are listed on the pdf copy of the invoice. We recommend referencing the invoices for information on how much your organization owes/ how much your organization needs to pay. The Arts People Ticketing Fees Summary are intended to better explain how the amount owed was calculated.
We sold more/less tickets than is displayed on the summary. How can I ensure this is accurate?
If the number of tickets reflecting on the fee summary do not match other records of tickets sold during the same window of time, please reach out to our Arts People support team at support@arts-people.com.
My fees are higher than normal - what happened?
If you notice your fees are slightly higher than usual, it is most likely because your organization experienced a price increase. Any questions on your price increase can be directed to our Client Account Specialist Team at clientaccountspecialist@neonone.com.
I have questions or needs relating to Neon Pay payouts; who should I contact about payouts?
If your organization is enrolled in Neon Pay and there are questions/needs relating to payouts, please reach out to our Neon Pay support team at paysupport@neonone.com.
Please note, in the Credit Card Net field, the total will not always match your Neon Pay payout's gross charges collected. Here's why:
Neon Pay batches charges until Monday at 6:00 pm EST, at which point the payout begins to process. Thus, you may have accepted more payments from the time the invoice for Arts People was generated and the payout process begins.
Your payout will only include charges that have been settled with the bank. A charge that occurred on Sunday evening may not clear with the banks until after the payout has been processed on Monday, and will therefore be included in the following payout. The charge was created on Sunday before midnight so it will appear on the current invoice, but will not be included in a payout until it settles.
Rounding, Rollovers, and Amounts Withheld are in the Neon Pay system, not Arts People. More information about Rounding, Rollovers, and Amounts Withheld in the Neon Pay system can be found in the Neon One Support Center.
My invoice has sales tax but my organization is exempt from sales tax; I don’t believe we should be billed sales tax, and/or I have questions about the sales tax billed on the invoice. Who should I contact?
All questions or needs relating to sales tax must be addressed by our compliance team. The compliance team can be reached at compliance@neonone.com.
I want to change our ticketing fee structure/how much we are charged per ticket. How can I do this?
To explore other ticketing fee structure possibilities, please reach out to our Client Account Specialist team at clientaccountspecialist@neonone.com.
What are the options for how often we are invoiced for Arts People Fees/ Ticketing Fees? How can we change this?
Ticketing fees can be invoiced weekly or monthly. If the billing frequency needs to be changed, please reach out to our billing team at billing@neonone.com.
How do we change the billing contact and email address where invoices are sent? How do we change the address listed on the invoices?
Please email billing@neonone.com with your organization name and the new billing contact and/or address details so we may update our records.
I want to cancel my Arts People account. How can I cancel?
The cancellation process is handled by our client account specialist team who can be reached at clientaccountspecialist@neonone.com.