Send and manage online payment links

For US customers only

When you have IDEXX Payments, you can send payment request links via SMS and email to your clients through the main Collect Payments tab or the Collect Payments button on the client record, allowing them to pay invoices and prepayments right from their mobile phone.

After you have sent a payment request link to a client, you can check payment status or copy a payment request link to resend it, if needed, from the Online Payment Request Log.

Prerequisites: Your Neo company must be integrated with IDEXX Payments and have the Online Payments feature enabled in order to send online payment requests to your clients.

See Set up and manage IDEXX Payments and FAQs: IDEXX Payments with Neo for more information.

Click a topic to jump to that section in this article:
Send a payment request link
     To send a payment request link for one or more outstanding invoices
     To send a payment request link for prepayment
View and manage payment requests links
     To view payment request links
     To resend a payment request link

Send a payment request link

Payment request links can be sent for one or more invoices to be paid, or to collect a prepayment, similar to when you record a payment in Neo manually or use IDEXX Payments.

Note: If you void or correct a consultation before an online payment is made by the client, the payment will be added as a credit.

To send a payment request link for one or more outstanding invoices

If you need to send a payment request link to collect a prepayment /deposit, or the amount to be paid is less than what is owed (for example, the client is on a payment plan), see To send a payment request link for prepayment.

1. Click Collect Payments.
2. On the Invoices Awaiting Payments tab, the default view is all invoices that were closed “today” and are awaiting payment. Review or edit the date range, as needed.
3. Locate the client invoice you want to send a pay link for and click Collect Payment on the row to view all the client’s unpaid invoices.
4. On the client’s Outstanding Invoices page, select the checkbox next to each invoice the client will be paying.
   Tip: Select the checkbox next to the Invoice No. column header to select all the invoices.
5. Click Pay. The button shows the total amount owed for the selected invoices.
6. In the Method dropdown, confirm IDEXX Payments is the selected method.
7. Click Pay. The IDEXX Payments window will open.
8. Select Send Online Payment Request Link.
9. Review or update how and where to send the online payment request to the client. 
   Note: The mobile number and email address will be pre-populated from the client record in Neo. You can enter different contact information for this transaction, as necessary.
   •    Text (US numbers only)
   •    Email
10. Click Send Payment Link.
    For practices that have Surcharging enabled. A surcharge of 3% will automatically be calculated and applied to qualifying transactions.
11. When the online payment request is sent, click the X in the upper-right corner to close the window.

You should see a message that the SMS and /or email has been sent successfully. To learn how to view and manage online payment requests, see View and manage online payment requests in this article

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To send a payment request link for prepayment

1. Search for and select a client.
2. Click the Collect Payments button.
3. On the client’s Outstanding Invoices page, click the Create Prepayment button to create a pay link for a prepayment.
4. Review and update, as needed, the information in the Create Prepayment window.
   • Method– Confirm IDEXX Payments is the selected method.
   • Amount – The amount you are requesting for prepayment.
     Note: The prepayment amount must be the minimum amount defined by your practice in the IDEXX Payments > Online Payments setup.
   • Reference – additional reference data.
   • Notes – additional information about the prepayment request. For example, an estimate ID, or surgery or procedure name the prepayment will later be applied to.
5. Click Pay. The IDEXX Payments window will open.
6. Select Send Online Payment Request Link.
7. Review or update how and where to send the online payment request to the client. 
   Note: The mobile number and email address will be pre-populated from the client record in Neo. You can enter different contact information for this transaction, as necessary.
   •    Text (US numbers only)
   •    Email
8. Click Send Payment Link.
   For practices that have Surcharging enabled. A surcharge of 3% will automatically be calculated and applied to qualifying transactions.
9. When the online payment request is sent, click the X in the upper-right corner to close the window.

You should see a message that the SMS and /or email has been sent successfully. To learn how to view and manage online payment requests, see View and manage online payment requests in this article.

Reminder: Don't forget to apply the prepayment credit to the appropriate invoices, so the invoices will be marked as paid.

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View and manage online payment requests

After you have sent a payment request link to a client, you can view the Online Payment Request Log and take additional action, as needed.

• Review and check the online payment request status, including whether the invoice was was paid.
• Copy an existing payment request link to manually resend via SMS or email. For example, the client deleted the first SMS.

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To view payment request links

1. Click Collect Payments.
2. Click Online Payment Requests to view the Online Payment Request Log.
3. The default view of the Online Payment Request Log is all online payment requests that were sent in the past month but not yet paid. Review or edit the date range, as needed.
4. Optional. Select a status filter. For example, Paid.
5. Review the online payment requests.
   • Requested Date - The date the online payment request was sent to the client.
   • Last Activity - The duration since the online payment request was sent or its status updated.
   • Name – The client full name.
   • Staff – The logged in user who sent the online pay link.
   • Amount – The total amount of the invoice(s) or prepayment online payment request.
   • Status - The status of the online payment request.
     • Requested – The online payment request link has been sent to the client and is active for 30 days from the date sent.
     • Paid – The invoice(s) has been paid or prepayment has been collected.
     • Canceled - The online payment request has been canceled by a staff member.
     • Expired - The online pay link is older than 30 days.
   • Order ID – The online payment request link unique ID.
   • Comms - The communication method used to send the online payment request. To view the contact information where the online payment request was sent, click the available icons.
     • Email
     • Phone
   • Expires - The duration since a Requested (unpaid) online payment request has expired.
   • Actions – If the Action button is visible, you may copy the payment request link to manually resend it via SMS or email.
     Note: The Action button is not available for payment request links that are Paid or Cancelled.

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To resend a payment request link

You may need to resend a payment request link to a client at the same mobile number if the client accidentally deletes or can’t locate the previous SMS online payment request, or certain scenarios where an error occurred.

1. Click Collect Payments.
2. Click Online Payment Requests to view the Online Payment Request Log.
3. The default view of the Online Payment Request Log is all online payment requests that were sent in the past month but not yet paid. Review or edit the date range, as needed.
4. Optional. Select a status filter. For example, Requested.
5. Locate the online payment request you want to resend and click the Action button. Then click Copy payment link.
6. You can then paste the payment request link into an SMS from the client record in Neo or send an email outside of Neo.

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