Discontinuing Paypal Integration

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7 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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