Discontinuing Paypal Integration

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15 comments

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    Sula Hitzeman

    Hi Tali and others,

    We hear you and your concerns are understandable. We're sorry if this news is upsetting and if the timing has caused added stress, but I can assure you that we are here to work with you, support you and help make this experience as seamless as possible. Our priority is the success of our clients, and we truly believe that the NeonPay platform is going to save you time, money and in-turn be a huge stress reliever. We are investing heavily in feature development, reporting and integrations to make this the best processing option on the market for nonprofits. 

    Some of our integrations still serve our clients well and we continue to offer and support those, however, other  integrations have become increasingly unstable. For example, in the past year alone, almost 40% of all our customers using PayPal Pro integration were negatively affected by an issue that resulted in failed recurring transactions, and we believe issues such as this could have been prevented if the products and support were centralized by us. When issues like this arise, we have also received feedback from clients that being in the "middle" trying to navigate between two companies (the third party processor and us) in order to come to a resolution can be a painful experience. We believe NeonPay will help prevent this scenario. There are also many feature benefits of NeonPay vs. PayPal Pro, such as a more seamless integration with NeonCRM which offers the ability to issue refunds from within your NeonCRM system.

    I'm happy that one of our reps was able to discuss this further with you. For anyone else that may be reading this, we would also gladly take the opportunity to schedule time with you to discuss NeonPay further, the details of your situation and determine a go-forward solution that makes sense for your organization. Please contact our Customer Growth team at customergrowth@neonone.com or schedule a call here.

     

    Sula Hitzeman

    Client Services Manager

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    Linda Sue Martin

    We use Authorize.Net for many years and were very happy with it. When Neon starting marketing their NeonOne Pay they did notify us that they were going to start charging $35 /month for a third-party processor. Something to consider isn't it.

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    Jennifer Solon

    We have had increasing problems with recurring donations / auto-renew memberships with the Neon / Paypal integration. These seem to be declined on a regular basis but re-trying them manually tends to succeed.

    Regular transactions process just fine. I am disappointed too with their decision and we are looking at other alternatives.

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    Keith Swartzendruber

    We have not had any problems using paypal pro with Neon. We may need to drop Neon entirely as we get a better processing rate from PayPal than you give. That would be at least $1000 loss for you in subscription fees.

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    Alyssa Crowder

    We are also in a bit of shock. We have not had any probems with PayPal and are a small non-profit run entirely by volunteers. We simply don't have the time/manpower to figure out a transition like this in such a short amount of time. We are also considering leaving neon altogether because we feel like we're being forced to make a decision in such a short amount of time and would rather give our business to a company that understands and respects how we operate, and doesn't force us into this so they can get additional revenue.  

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    Tali Jamir

    Totally - the timeline and the messaging of this transition seem way off base. Plus, as Keith mentioned, we're going to be losing real money since Neon won't match Paypal's nonprofit rate for transaction fees. We did have a call with Neon Pay last week and had the opportunity to provide some of this feedback which was appreciated. Thankfully, they also seemed willing to negotiate of fees (though we were assured it would never be as low as Paypal), so we'll see how that goes!

    If you guys haven't already, I'd consider scheduling a call with them to share your concerns and see if you can negotiate at all.

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    Alyssa Crowder

    Thanks for the feedback Tali! I have a call scheduled Monday - I'm hoping to get some better answers. 

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    Thatcher Drew

    One of my clients is livid that he will have to stop using Authorize.net. Another is in Canada and is getting conflicting information on whether NEONpay will function properly in Canada. Another is very concerned that they will be paying an increased rate on transactions when compared to Paypal Pro. All of my clients are distressed at the lack of communications and support. The experience with "customergrowth" has been uniformly unhelpful. Let me suggest that you launch a NEONpay desk with experienced support people to deal with the transition.

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    Thatcher Drew

    The NEON brand is under attack on this problem. The merchant account affects the entire "C" level in deep ways. It's the place where money changes hands, where reporting is carefully constructed and disseminated, and where the rigid accounting process is most deeply involved. NEON has focused on the technology here, but not the customer experience. You need to recruit your own "C" level to moderate the technology level decisions and communications on this issue.

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    Ewa Romanowicz

    I checked my email and I had not seen a notification about the PayPal Pro being discontinued when this thread was opened 2 months ago. I learned about this just yesterday. Every user up to the President got a notification about this and this does not look good on Neon. We have not budgeted the extra 1% in fees and our budget ends with our concert season during the summer. This change with less than 2 months notice is disrupting.

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    Ken Yeh

    This is a significant impact on us as well, and we are deeply disappointed in how NEON is handling the transition. We are a private school district and the timing of this transition is right in the middle of the school year. It takes time to establish a smooth accounting flow, and this disruption is causing significant concern among the administrators. The extremely short notice of the change makes us feel like we are being strong-armed into Neon's in-house solution, and we are pretty certain that we will be switching to a different CRM provider at the end of this school year, even if we are forced to use NEON Pay for the remainder of the school year because we have no other choice.

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    Silver Mogart

    With all the confusing page updates and the loss of PayPal pro, we are being forced to find a new CRM as well.

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    Kimberly Olsen

    I'm wondering if anyone has had trouble with NeonPay since integrating onto the new platform? Some of my members have been charged duplicate times for their transaction after being told by the system that it failed. 

    Based on this and the hefty fee increase, I fear my small non-profit will need to find another CRM as well.

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    Leslie Hurst

    We have been using NeonCRM for about four months with NeonPay.  We just started trying to reconcile with our financial systems and are testing the integration to Quickbooks.  Our online donations use to process through PayPal and we could reconcile monthly.  With the differences between NeonCRM and NeonPay, monthly reconciliation is almost impossible. I'll be doing an export per payout and editing for the bookkeeper to process into Quickbooks until we figure out a better way (I was trying to use reports/exports from NeonCRM but it's hard to reconcile). Today we decided to investigate switching to PayPal vs NeonPay and came across this.  When we purchased the system PayPal was an option so we are disappointed as well.  We are also shocked to see the ACH charges, it was never disclosed and we can't find it in the documentation, one reason we were considering PayPal.  We are a non-profit, rural animal shelter and implementing Neon should not increase our workload.  I reached out to our customer success rep Rachael tonight so we'll see how that goes. 

     

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    Jennifer Solon

    We also transitioned from Paypal to NeonPay VERY reluctantly at the beginning of the year. At the same time we set up the QB integration.

    Here's our workflow:

    1. When Payout is received (Tuesday AM), enter deposit into QB into bank account using NeonPay account as offset (all transactions are in NeonPay account in QB).
    2. Export the Payout report - sort by customer
    3. Add charges as single expense item. Add any refund transactions.
    4. Push CC / ACH transactions from Neon to QB
    5. Reconcile the NeonPay account using the Payout export. Begin and End balance are 0 and we sort by customer name to match the Payout report.

    Since we also setup default QB accounts in the integration, it's actually taking us less time to reconcile these transactions than with Paypal. Still upset that the transaction fees are higher though.

    Hope this helps!

     

     

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