How do I check my balance?
On your dashboard, check the Current Balance widget. This will appear when you have at least one merchant account.
Is there a minimum balance required?
No minimum balance is required, but in the event of a negative transaction such as a refund or chargeback, we will offset the negative amount against the balance of your next payout. If your next payout is less than the offset and/or if your NeonPay account balance has a negative balance longer than two days, a debit will be submitted to your bank account for the balance of the negative transaction.
Is there a maximum transaction amount?
The maximum transaction amount is $107,000.
How do I look up a transaction?
Navigate to Charges and Search by Customer. If it is not a charge, navigate to the Balance menu item, and use the filters to find the transaction in question.
How will my charges appear on my constituents’ statements?
On the Merchant Application, you set the Statement Descriptor. Typically this is your organization’s name. The statement descriptor is the charge description that Neon Pay sends to the constituent’s issuing bank. Ultimately, the bank decides what appears on a constituent’s statement. After your Merchant Application is approved, the statement descriptor cannot be changed.
The charge on the cardholder statement will be either “SPL*[your entered statement descriptor]” or “PL*[your entered statement descriptor].”
A constituent sees two charges on their statement instead of one. Is there a reason for this?
Before a constituent’s funds are captured by NeonPay, an authorization request is generated and sent to the card network or issuing bank. An authorization request appears as a pending charge on constituent statements. When seen next to the actual charge on a statement, authorization requests look like duplicate charges; however, they will drop off of card and bank statements within 1-3 business days.
Refunds and Voids
When can a refund be issued?
Refunds can be initiated on credit card and ACH charges as soon as they appear in Neon Pay. If a full refund is initiated close enough to the charge creation, the refund will process immediately as a void and the charge will drop off of the constituent's bank statement. Otherwise, a full or partial refund can be initiated on pending or succeeded charges. A void will cancel the charge immediately, while a refund can take between 2 - 10 business days to settle.
How do I issue a void or refund?
Voids and refunds are issued the same way. Once you reach the Charge Detail Page for a particular charge, you will see the Refund Charge button in the upper right. This button appears the same regardless of the status of the charge. It will also appear the same regardless of whether you are within the void window.
After clicking Refund Charge, a pop up appears to confirm the refund. You can refund all or part of the charge amount, and you must select a refund reason before continuing.
After submitting the refund, the refund will appear on the Charge Detail page in the Refunds section.
You can also refund the charge - partially or fully - within your primary Neon product platform (ex: Neon CRM, Arts People, Neon Fundraise, or Neon Giving Days - the screenshot below is from Neon CRM).
Note that deleting a transaction in the primary platform does not refund the charge in Neon Pay. Refunding the Payment in the platform, however, does.
Can I issue a partial refund?
Yes. Neon Pay supports partial refunds. You can issue multiple partial refunds up until the original charge amount.
How long do refunds take to process?
Refunds can take 2 - 10 business 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.
Can I cancel a refund?
Eligible refunds can be canceled while they are still pending. After these eligible refunds have succeeded, they cannot be reversed. To cancel a refund, navigate to the Charge Detail page. If the refund has not processed yet, you might see a Cancel Refund button in the upper right. You can only cancel the full refund; you cannot cancel part of the refund.