Managing Incomplete Transactions

In Neon CRM, an "incomplete" transaction is one that has a status of Pending, Failed, or Errored. These could be for the following reasons:

Pending

The amount paid is less than the amount owed
An offline payment was recorded with a status of Pending

Failed

An online payment (credit card or e-check) was declined through Neon Pay
An online payment (credit card or e-check) was declined through your Payment Gateway

Errored

There was an error in transmission when attempting to process a payment through your Payment Gateway

Finding Your Incomplete Transaction List

The easiest way to view and access these transactions is through the Incomplete Transactions widget on any Dashboard:

Click View Transactions to see the detailed list.

For failed transactions, you can hover your mouse over the status to see the error message from your gateway provider telling you why the credit card or e-check failed.

Note: A constituent who has had a transaction failed online may have made other attempts. If an attempt was successful, it would not appear on the Incomplete transaction list. We recommend that you make sure the constituent's account does not already have an identical but successful transaction on it before retrying the failed payment.

Click on any row in the list to see the transaction details.

From here, you have two options:

1) Cancel the transaction. Click Cancel to keep the record of the transaction in your system and remove it from the list of Pending Payments.

2) Delete the transaction. Click on the Delete button at the top of the page to permanently remove this record from your system.

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