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Neon Pay Frequently Asked Questions

Last updated

General Account

Payments and Transactions

Payouts

Fees, Figures, and Reports

 

Does my organization need to be a nonprofit or 501(c)(3) to use Neon Pay?

No. Any legal entity based in the United States can use Neon Pay. (↑Return to top↑)

 

What types of tender can it process?

It offers credit card processing (Visa, Mastercard, Discover, and American Express) as well as ACH/e-check. It can also process both one time and recurring transactions. These services are accessible through the back-end as well as for processing transactions on front-end forms.

On front-end forms, however, constituents will never see Neon Pay. It merges with your application seamlessly.   (↑Return to top↑)
 

Can I disable American Express?

While there isn’t a way to disable American Express payments within Neon Pay, ask your Neon One application’s support team if they can configure your account to stop accepting American Express cards. See, too, if you can disable this within your application.  (↑Return to top↑)
 

Can we use a credit card swiper for in-person payments?

Yes! With NeonCRM, CiviCore, and Arts People, you can collect in-person credit card information through the MSR90 credit card swiper. Connect the device to a laptop, open the credit card transaction page of your application, and just swipe to populate the credit card number in your Neon One application. This product is available on Amazon for ~$20.   (↑Return to top↑)
 

Does Neon Pay process split payments?

Split payments are handled by the Neon One application you connect to Neon Pay, not within Neon Pay itself.  (↑Return to top↑)
 

What limitations should I be aware of?

Neon Pay is intended to be used in conjunction with another application. It cannot be added to your website as a payment processing platform directly. Transactions must be initiated in another application.  (↑Return to top↑)
 

Is Neon Pay available for payment processing in external applications outside of Neon One applications?

Currently, Neon Pay must be integrated into an application in the Neon One family, though plans for using Neon Pay in external applications are in the works.  (↑Return to top↑)
 

One of my users forgot their password. How do I reset it?

Users can reset their passwords from the log in screen by clicking Forgot Password? Admins can also send a reset password email to the user: Navigate to the Settings cog, then click User Management. Find the User and click the pencil icon. Click Send Password Reset Email to User. Note: the password reset email expires after 24 hours.
  (↑Return to top↑)


 

How do I cancel my Neon Pay account?

Contact your Application’s support team to request deactivation of your Neon Pay account. Existing charges can be disputed several months afterward, so your Merchant Account will remain accessible for limited activities. The Neon Pay team will deactivate your Neon Pay account so that no new charges can be submitted. We will then set your minimum balance to $0, and pay out any remaining balance. You will still be able to log in to your Neon Pay account to view and reconcile data.  (↑Return to top↑)
 

Is there a cancellation fee?

There is no cancellation fee to deactivate Neon Pay.  (↑Return to top↑)
 

Is there a maximum transaction amount? 

The maximum transaction amount is $107,000.  (↑Return to top↑)

 

How do I change how often my payouts occur?

In Neon Pay, navigate to the Merchant Accounts menu item. Select the name of the Merchant Account. Edit the Payout Schedule.

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How long does a payout take to process?

Typically, a payout takes two days to move from the Requested status to the linked bank account. Holidays and weekends may delay funds moving to a bank account  (↑Return to top↑)

 

Why doesn't a recent successful charge appear in my Payout?

A credit card or ACH transaction has three steps:

  • Authorization: a merchant obtains approval for a charge from the cardholder's bank. During the authorization process, a transaction will show as Successful once it has been approved by the processor.
  • Capture: the card holder's bank places a hold on the funds.
  • Settlement: the money is transferred from your constituent's bank account into Neon Pay. For credit card transactions, this process typically takes 1-3 business days. ACH charges typically take 7 - 10 business days to be transferred from the constituent’s bank to Neon Pay.

Once the charge arrives in your Neon Pay balance, it is batched with the next payout. All fully settled funds will be paid out.  (↑Return to top↑)

 

When I click a payout, why don’t the transactions appear below?

Individual charges batched as part of payouts will display once the payout is processed. If a payout is marked Requested, no list of transactions will appear.  (↑Return to top↑)

 

How do I change the banking information payouts are sent to?

Navigate to the Merchant Accounts menu item. Select the name of the Merchant Account. Click the pencil icon next to Linked Bank Account.

Changing the bank account which your Neon Pay income is routed to is an important change. Your Payouts will be frozen until a trusted representative of your organization is able to confirm the change over the phone. To proactively reach out to our team about changing your linked bank account, contact Neon Pay support at 888-860-6366 x3.  (↑Return to top↑)

 

Can I view the total fees I was charged for a payout?

Yes. Navigate to the payout you’d like to view. Once the payout is fully processed, a table appears at the top that includes the fees assessed on the payout.  (↑Return to top↑)

 

Why is the number of fees greater than the number of charges?

A single charge may incur multiple fees: authorization, capture, American Express surcharge, etc. There may also be authorization fees included for charges created within the payout batch, but hadn’t settled before the batch closed. We lump the fees together in the Payout’s Transactions list to give you an expected total of fees per charge.  (↑Return to top↑)


 

Can I disable payouts?

No. Payouts will continue as long as funds are added.  (↑Return to top↑)


 

How do I see the history of a transaction in Neon Pay?

Navigate to the charge in question and click on the amount. Full details about the transaction are available. Scroll to the Timeline section for the transaction’s history including capture, dispute, and refund.  (↑Return to top↑)



 

How do I report and export information in Neon Pay?

Every table in Neon Pay can be exported to CSV format, viewable in Excel. To download a CSV file of the charge detail of a payout, click the blue Export icon on the right side of the screen.

Navigate to the relevant module, such as Charges. Use the filters at the top of the page or Search by Customer to identify a sub-set. Click the Export icon in order to produce a CSV of the selected transactions.

Here are a few tips for better reporting.

  • Date Range:
  • Today, This Month, and This Year refer to calendar time. This Month, for example, includes June, not the last thirty days. These values are inclusive of the first and last value.
  • Select Custom Range to enter your own dates.

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How long do refunds take to process?

Refunds can take 2 - 10 days. In general, credit card related refunds will process more quickly than e-check refunds. 

ACH refunds can be initiated at any time, but will not process until seven days after the original charge’s official settlement date. It may take up to 14 days for an ACH refund to process and settle back into the constituent’s account. (↑Return to top↑)
 

Can I cancel a refund?

You can cancel a refund for a pending Charge in Neon Pay on the Charge Details page.  (↑Return to top↑)


 

I received a dispute notification, what should I do?

When you log into Neon Pay, check the Disputes widget for a list of all disputes. Navigate to the Disputes menu item to manage the process from start to finish. Alternately, from Charges, select a disputed charge.

Add & Submit Evidence to contest the dispute. Submit all evidence at once. Only one round of Evidence can be submitted. Select Accept Dispute to concede and accept the dispute.

See our Dispute Support Page  for more information on disputes. Administrator-level users are notified of initiated disputes, and of any updates to the dispute, via email.  (↑Return to top↑)


 

Can I accept international credit cards?

Yes, but all payment amounts will be processed and paid out in USD.  The default currency and language cannot be changed or converted.  (↑Return to top↑)
 

I’m looking at a charge that was refunded. I see the payout in which the charge was paid out to me - how can I see which payout the refund was in?

On the Charge Details page, scroll down to the Refunds section. Note the Payout ID column. If no Payout ID is present, the refund has not yet been removed from a payout. If a Payout ID is present, click the link to view the payout in which the refund was included.  (↑Return to top↑)

 

How long does it take for a credit card charge to process?

It depends upon the financial institution and time of day the charge is created, but generally credit card charges can take anywhere from a few hours up to 48 hours to go from authorization to capture to settlement.

 

How long does it take for an ACH charge to process?

ACH charges take longer to process and settle than credit card charges. An ACH charge will typically take 2 - 5 business days to process, and another 5 - 7 business days to settle and be available for disbursement.