How do I manage Neon Payment Processing?

Neon Payment Processing is an earlier version of NeonPay, available to clients who set up a native payment processor in NeonCRM prior to the July 27, 2019 release. If you are currently using Neon Payment Processing and would like to upgrade to NeonPay, please contact technical support. 

Who can use Neon Payment Processing?

By default, only System Administrators can see, configure or use Neon Payment Processing.

If you'd like to give a system user access to this feature, but do not want to make them a System Administrator, you can create a custom user group with any of the following permissions:

These permissions can be found under the advanced settings for user groups.

Users with permissions will be able to do any of the following:

1. View the current balance
2. View/manage payments
3. View payout history and details
4. View/manage disputes
5. View/manage settings

Balance

To view your current Balance, go to Payment Processing > Balance.

You will briefly see a loading screen while the system updates the current totals:

When the update is complete, you will see the current totals for your system's last payout, your next upcoming payout, and the total volume overall.

From this page, you can view the Net, Amount, Fee, and Available date information for all Neon Payment Processing transaction types. These include the following:

1. Payments
2. Refunds
3. Payouts
4. Transfers

You can filter this list by selecting Filter from the Show dropdown menu.

From here, you can filter the Transactions list by type, created date, or "Available On" date.

Below, you can see a filtered list of all Payment transactions.

Click the link under the Amount column to go to the detail page of any transaction.

Payments

This section describes the Payments page of the module, including the list and detail views of individual payments.

To view payment details, go to Payment Processing >>Payments.

From here, you can view the Amount, Status, Description (payment type, quantity and amount, email address, and Neon Account ID), associated Account Name, and date of each payment.

To view only payments within a specific time period, select Filter from the Show menu to the right and specify the desired start and end dates.

Click on the Amount link for a particular transaction to view the Neon Payment Processing detail page.

From this page, you will be able to view the following information:

1. A link to the Account associated with the transaction
2. The amount, refunded amount (if any), transaction fee, date, status and risk evaluation of the payment
3. The payment details including the transaction ID and payment information
4. A list of Actions related to this transaction. This could include actions related to payments, disputes, and/or refunds.

Processing Refunds

You can refund payments directly through Neon Payment Processing. To issue a refund, click the Refund Payment button on the payment detail page.

You will then be asked for the amount you wish to refund. You can refund the full or a partial amount.

After specifying the amount, click Process Refund to complete the transaction.

You can view the details of any refunded payment from Payment Processing >>Payments. Click the Amount link on the Payments list to go to the payment detail page.

From this page, you will be able to view the following information:

1. A link to the Account associated with the transaction
2. The amount, refunded amount, transaction fee, date, status and risk evaluation of the payment
3. The payment details including the transaction ID and payment information
4. A list of Actions related to this transaction. In this case, you can see the initial payment and the subsequent refund.

If you believe that a payment is the result of fraud, click Refund and Report Fraud.

A window will pop up confirming your intent to report this payment as fraud. Click Refund & Report to confirm.

Payouts

To view a list of payouts, go to Payment Processing >>Payouts.

To see the details of a particular payout, click the link under Amount.

To see the details of any transaction on the payout list, click the link for that transaction under Amount.

Disputes

When someone disputes a charge made through Neon Payment Processing, the following email will be sent to the address(es) designated for Email Notifications in your Payment Processing Settings:

To view and manage disputed charges at any time, go to Payment Processing >>Disputes.

From this page, you will be able to view the following:

1. Unanswered Disputes: These are disputes that require a response from you before the dispute review can be completed.
2. Disputes: A complete history of all disputes regardless of status.

To see the details of a disputed payment, click the Amount link from either list shown above.

This detail page will show the following information:

1. The current status of the disputed payment.
2. A link to this page from stripe.com on how disputes work and how to prevent them.
3. A link to the Account associated with this payment.
4. The amount, refunded amount, transaction fee, date, status and risk evaluation of the payment.
5. The payment details including the transaction ID and payment information.
6. A list of Actions related to this transaction. In this case, you can see the initial payment, the record of the dispute from the account holder, the withdrawal of the disputed funds plus a $15 disputed charge fee, and the final status of the dispute.

If you believe that a disputed charge was legitimate, you have a certain number of days to respond to the dispute and present your evidence. Click Respond to Dispute at the top of the payment detail page.

You will then be asked to complete the following form with as much evidence as possible that the disputed charge is legitimate and should not be refunded.

The response form contains the following:

1. General information about the dispute claim including the date and time by which you need to respond.
2. A space where you can indicate if something was given to the claimant in exchange for their payment.
3. A space for customer information including IP and billing address and any receipts, signatures or other communication records.
4. Information about the dispute process and what you can expect after you submit your evidence.

Save your progress or click Submit Evidence to complete your response. The disputed payment will now show a status of Under Review.

If a charge is disputed and you accept the disputed claim, click Accept Dispute at the top of the payment detail page.

You will then be asked to confirm if you wish to refund the disputed charge and record the dispute as Lost.

Click Confirm to complete the refund and close the dispute.

Settings

To view and manage your Neon Payment Processing settings, go to Payment Processing > Settings.

You can also manage these settings by going to Global Settings cog > Global Settings > Payments & Transactions > Payment Gateways and clicking Settings under the Action column for your Neon Payment Processing gateway.