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 $25,000.
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 NeonPay 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.
Voids & Refunds
What is the difference between Void and Refund?
While a charge is pending, you can void, or cancel, the charge. A refund, however, can only be initiated after a charge has succeeded. A void will cancel the entire charge, whereas a refund may be in full or a partial amount. A void will cancel the charge immediately, while a refund can take between 2 - 10 days to settle.
How do I issue a void?
To issue a void in NeonPay, navigate to the transaction in question. If the charge is still pending, click Void Charge. ACH charges cannot be voided and must settle before being refunded.
How do I issue a refund?
To issue a refund in NeonPay, navigate to the transaction in question. If the charge has succeeded, click Refund Charge.
You can also refund the charge - partially or fully - within NeonCRM.
Note that deleting a transaction in NeonCRM does not refund the charge in NeonPay. Clicking Refund Payment in NeonCRM, however, does.
Can I issue a partial refund?
Yes. NeonPay supports partial refunds.
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.
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.