We are often asked questions about fees. Your fees are referenced on your current customer agreement. Refer to that document for specific fee amounts.
These fees are charged to the Client Organization, NOT to your patrons. If you wish to set up fees to charge your patrons that can be done as per-ticket or per-order fees. You can see the pricing help documents in the setup section of the help files for more details on how fees can apply.
To help explain how fees apply:
Platform Fees
These fees cover the cost of using our system. Instead of a high upfront charge for software purchases, upgrades, or customer service contracts, we apply a simple transaction fee model. This means you incur fees only when you are actively selling tickets.
Fee break down
Any item sold will be charged a platform fee. You can view your platform fees by going to Setup > Client Information, under Platform Fees.
Fees will typically vary by mode of sale, item types or if complimentary. These per ticket/item fees can differ based on the following definitions:
- Online sales - tickets or retail items purchased via the public pages by patrons
- Box office sales - tickets or retail items sold via the administrative screens under the Box Office tab.
- Door sales - tickets sold via the Door Sales screen.
- Complimentary ($0 tickets) - If your client agreement has a special rate for comped tickets, It includes all forms of $0 tickets (comps, tickets priced at $0, discounted to $0, and tickets redeemed on passes issued for $0).
- Enrollment - fee per class registration sold
These fees DO NOT apply to the sale of:
- gift certificates (including recharging) - fees will be charged when the gift certificate is redeemed for tickets or retail items
- pass purchase - standard fees will be charged when the pass is redeemed for tickets
- ticket add-ons - they are considered part of the ticket so there is a fee for the ticket itself only
- Donations
- Memberships
Note that there are no fees added when a ticket is exchanged within a show, one performance for another, or for the same performance. If you release a ticket on one performance in order to purchase a different performance, then the normal fee applies.
Fees are not refunded in such cases as ticket cancelations or user errors.
Donations
As mentioned above, there are no platform fees for donations made to your organization.
Fees applied when using Our Merchant Account
The following fees apply when you are using our merchant account, Neon Pay, for credit card processing. They apply only to credit card transactions. If you are using your own merchant account then these fees do not apply to you. (You will want to check with your merchant provider for their fees.)
Transaction & Processing Fees
These are credit card industry terms for a single amount charged once for the entire transaction, NOT per ticket or item. They are typically a per transaction fee (something like $0.50) and a percentage (something like 4%). See details on your Neon Pay merchant account for the exact fees or reach out to clientaccountspecialist@neonone.com.
Fees when using your own merchant account
If you are using your own merchant account, any fees related to those credit card transactions will not display anywhere in the system or its reports. External merchant fees, including any fees for an Authorize.net account, will be detailed on those external statements. There will also be a monthly third-party processor fee charged by Neon One (Arts People) for use of a third-party processor, which goes toward supporting the integration.