How to issue a refund in Neon Pay
Navigate to the transaction in question, either in your Neon One application or in Neon Pay. Click Refund Charge. Now enter the amount you’d like to refund back to the constituent, and submit. Neon Pay supports full and partial refunds, and a transaction can be refunded as many times as you need, up to the full amount of the original charge.
What does a refund look like to my constituents?
A full refund on a Pending charge will result in an immediate refund, and the charge itself will disappear from the constituent’s card or bank statement. No refund will appear on the statement.
A partial refund, or a full refund on a Succeeded charge, will result in the original charge and the refund amount appearing as two separate items on their statement. The refund will appear once it has fully processed and their card-issuing bank has published it on their statement. Refunds appear with the same statement descriptor as your charges.
How long does it take for a refund to process?
Refunds can take 2 - 10 days to fully return to the constituent’s account. In general, credit card refunds will process in 2-3 business days, whereas ACH refunds can take up to 14 days to settle in the constituent’s bank account, depending on when the original charge was created.
If the ACH charge succeeded over a week ago, the refund should process within the next 5 to 7 business days. If it’s a newer ACH charge, it can take up to 14 days to be fully refunded.
Can I cancel a refund?
You cannot cancel a refund. If you wish to cancel a refund, the best solution is to create a new charge for the amount in question.