This article covers frequently asked questions about CareCredit integration with Neo including setup, usage, and troubleshooting.
For customers in the US only
GENERAL
With the CareCredit integration, you can now add CareCredit as a potential financial solution for your clients with a CareCredit integrated payment method within your Neo application.
You no longer will need to open a new web browser to log in to your CareCredit account: instead, you can stay logged in, look up client accounts, and process transactions directly in Neo making it easy to offer CareCredit as a financial option to your clients.
The CareCredit integration allows practices to process payments, prepayments, and refunds directly from Neo. Payments can be processed in person or sent to a pet owner by email or SMS.
Benefits of a CareCredit integration with Neo include:
- Stay in Neo to complete CareCredit transactions, so you no longer need to open or go back-and-forth between additional browser tabs or windows.
- Connect automatically to a patient’s CareCredit account removing the need duplicate searches between Neo and CareCredit.
- Eliminate manual data entry errors, reducing effort needed to reconcile end-of-period payments.
- Save valuable staff time by sending CareCredit pay links to your clients via email or text: your clients can pay from anywhere, and the payment details will be recorded in Neo.
Clients will have the flexibility and convenience to pay their invoices or send a prepayment from anywhere via an email or SMS pay link sent from your staff through Neo.
Once the client submits their payment, the payment details will automatically be applied to the invoice(s) or credit their account, as applicable.
There is no cost for Neo customers to utilize this integration. When your practice is enrolled in CareCredit, you can enable the integration for free..
SETUP
To get the Neo CareCredit integration, you must have an existing CareCredit account. To sign up for CareCredit please visit: https://www.carecredit.com/providers/contact-team/.
To begin your Neo CareCredit integration, you will need your CareCredit Merchant Number, which can be found in your CareCredit Provider Center under Resources & Settings > Practice Info. That’s it!
Your Merchant ID, MID, or Merchant Number is your unique identifier for CareCredit and can be found in your CareCredit Provider Center under Resources & Settings > Practice Info.
Once you have a CareCredit account, you can activate your CareCredit integration in Neo from Administration > Integrations.
For complete instructions, see Set up CareCredit integration with Neo.
No. Once your integration is complete, the payment method for integrated payments (CareCredit Integrated) is created automatically and will be available immediately.
We recommended that you change the name of the existing payment method to CareCredit Offline or CareCredit Manual to:
- Continue to allow any CareCredit transaction processed outside of the integration to be manually entered.
- Help staff distinguish between CareCredit Integrated payments and manual payments when recording a payment, prepayment, or refund; and when viewing reports.
No. You cannot use the integration if you are not enrolled with CareCredit. If you are interested in learning more about CareCredit, please visit: https://www.carecredit.com/providers/animal-healthcare/.
USAGE
With the CareCredit integration, you can process payments from Neo as you normally do. Once you are viewing the Collect Payment window, from the Method dropdown, select CareCredit Integrated.
After you click Pay, the CareCredit Purchase window will open, where you can review or update the requested payment details and client information and complete the payment.
For more information, see the Receive a payment with CareCredit Integrated payments section of Take a payment.
Yes. You can use CareCredit to process both prepayments and refunds.
Pay links are valid for up to seven (7) days; so if a payment is completed within that period, it will automatically be applied to Neo.
You will manage CareCredit administration tasks in your CareCredit Provider Center portal.
Yes! In the CareCredit Purchase window, the default lookup is by the CareCredit card number. You can enter the card number in the box provided and click Continue.
To locate an account by other information (for example, client name and phone number) select Look Up Account.
When you are unable to see an authorized user in the CareCredit Purchase window, to record a payment click Send Purchase Transaction to Device. Then click Send Link, choose the send option, and complete the required information.
You also have the option to record the payment manually in your CareCredit Provider Center. When you use this option, you must also record the payment in Neo using your practice's manual CareCredit payment method.
TROUBLESHOOTING
Please verify your CareCredit Merchant ID entered in Neo is valid and update, if needed.
- In your CareCredit Provider Center, go to Resources & Settings > Practice Info to locate your Merchant ID.
- In Neo, click your username. Then go to Administration > Integrations and review the CareCredit Merchant ID.
- If the CareCredit Merchant ID in Neo is incorrect, click Disconnect. Then enter the Merchant ID as displayed in your CareCredit Provider Center and click Connect.
- If the CareCredit Merchant ID in Neo is correct or after completing step 3 you still receive an error, please contact CareCredit Support.
CARECREDIT INFORMATION
CareCredit is a health and pet care credit card with flexible financing options that gives clients a way to pay over time.
The CareCredit credit card can be used for routine veterinary appointments, grooming services, emergency pet care, or a variety of surgeries and treatments at veterinarian locations that accept the card. It helps to give pet owners the peace of mind needed to care for pets big and small.
CareCredit makes it easy for your practice and your clients to get started.
- Enroll to accept CareCredit.
- Promote to your clients.
- Clients can apply for a CareCredit card; then CareCredit cardholders can use it to pay for veterinary services, as needed.
- Your practice will be paid in two business days from the CareCredit transaction date..
CareCredit allows practices to offer promotional financing, providing pet owners with a way to give their pets care and pay over time.
Practices receive payment in two business days from the CareCredit transaction date without the risk of future non-payment (subject to the representations and warranties in the Agreement with Synchrony).
Neo has partnered with CareCredit to deliver a streamlined experience that will help reduce time spent processing transactions and allow practices to offer financing options with less effort.
Yes! 95% of Cardholders rate CareCredit a “good” to “excellent” value. (Source: CareCredit Cardholder Engagement Study, 2023).
Clients can easily apply on their own and get immediate credit decision by either:
- Visiting carecredit.com
- Calling: 855-844-0028 (Must be 21 years old or older to apply by phone).
If approved, clients will receive their CareCredit card account number for immediate use.
Note: The physical CareCredit credit card will arrive in the mail at the client's mailing address in 7-10 business days.
At your client's request, you can submit an application for them in the Provider Center.
Note: This functionality is not available for providers in California who are prohibited under state law from submitting applications on behalf of clients for certain healthcare loans or lines of credit, including the CareCredit credit card.
When a client submits a prequalification request, one of two outcomes are possible:
- Clients are prequalified and can accept the offer and apply for the CareCredit credit card.
- Clients are not prequalified, and there is no impact on their credit score.
Cardholders can request a credit limit increase either by:
- Logging in to their CareCredit account on carecredit.com and accessing the Services tab.
- Calling CareCredit Customer Service at 800-859-9975.
CareCredit payments to Providers are non-recourse, even if a Cardholder delays payment or defaults with Synchrony (subject to the representations and warranties in the Agreement with Synchrony).
Practices receive payment within two business days.
Clients can add authorized users to their account, giving them the ability to use the account for medical expenses, either by:
- Logging in to their CareCredit account on carecredit.com and accessing the Services tab.
- Calling CareCredit Customer Service at 800-859-9975.
Clients can use their CareCredit credit card to pay for their family and pets. However, the primary cardholder or an authorized user must be present when the card is used.
SUPPORT
For general Neo questions, please contact Neo Support..
Contact your CareCredit Practice Development Manager or call 1-800-859-9975.
Practices should contact CareCredit Support either by:
- Phone: 1-800-859-9975
- 8:00 am – 12 am EST (Monday to Friday), 10:00 am- 6:30 pm EST (Saturday)
- Email: https://www.carecredit.com/providers/mail-form-support/