This article contains frequently asked questions about IDEXX Payments setup, usage, and troubleshooting including Online Payments, Card on File and Surcharging.
GENERAL INFORMATION
IDEXX Payments is a new cloud-based payments app that integrates with Neo. Unlike non-integrated payments providers, IDEXX Payments:
- Automatically sends the invoice amount directly to the payment device and writes the invoice amount back into Neo.
- Increases accuracy and reduces time spent entering data twice.
- Enables staff to check out clients in as little as 4 seconds from the front desk, the exam room, or even curbside using sleek, modern Clover payment devices.
- Simplifies end-of-day reconciliation and reduces voids, returns, and payment adjustments by over 50%.
IDEXX Payments also delivers modern payment features including the ability to text or email clients a payment link, card on file, and surcharging.
The monthly processing fees are similar to the standard processing fees your practice is paying today. To get started with IDEXX Payments, you can submit a form to request additional information at https://software.idexx.com/idexx-payments.
MyIDEXX is your IDEXX online account, where you can access IDEXX online services in a central location.
MyIDEXX also is the gateway for you to access IDEXX Payments; to view or configure your IDEXX Payments settings, you will need a MyIDEXX login. For complete details, see https://www.idexx.com/en/veterinary/support/myidexx/.
Fiserv is our payment partner for IDEXX Payments. Previous Neo Payments customers may know Fiserv as CardConnect.
CardPointe is the name of Fiserv’s comprehensive and secure cloud-based merchant portal. All IDEXX Payments customers have access to it. Using CardPointe makes accepting and managing payments simple. Practices can:
- Use a Virtual Terminal to take payments, or process refunds and voids when payment devices are not accessible.
- Run reports in real-time with configurable date ranges.
- Seamlessly manage multiple merchant accounts and/or locations.
SETUP
The System Admin permission is required to connect IDEXX Payments with Neo.
You must have a MyIDEXX user account to connect IDEXX Payments with Neo. You will use your MyIDEXX login credentials to connect to and access the IDEXX Payments portal.
If you do not have a MyIDEXX account, you will have the opportunity to create an account as part of your connection to IDEXX Payments.
You must also have a Fiserv account and your merchant ID.
Your merchant ID is your practice’s identifier from Fiserv that is necessary for connecting Neo and IDEXX payments.
To get started with IDEXX Payments, you can submit a form to request additional information at https://software.idexx.com/idexx-payments.
Note: A member of the IDEXX Payment Solutions team will assist you with the completion of your setup.
For complete details how to upgrade to IDEXX Payments, see Set up and manage IDEXX Payments.
In Neo, go to Administration > Integrations. Then in the IDEXX Payments section, click Manage Settings. IDEXX Payments will open in a new browser tab where you can manage your settings including configure payment devices, configure online payments, set up card on file, and test your device connections.
For complete details, see Set up and manage IDEXX Payments.
You can enable and configure your payment devices when you are logged in to your IDEXX Payments portal. In the Merchant Devices section, locate the device you want to configure then review or update the device settings, as needed.
For complete details how to configure your payment devices, see Configure your payment devices in Set up and manage IDEXX Payments.
You can enable and configure Online Payments when you are logged in to your IDEXX Payments portal. In the Online Payments section, click Edit Online Payments Details, click Enable For Processing, and complete the online payment request details.
Tip: This is where you can set your practice's online payment request minimum $ amount.
For complete details how to configure your payment devices, see Configure Online Payments in Set up and manage IDEXX Payments.
No. Online Payments SMS text messages and email messages cannot be customized.
Yes. Before you can begin using Card of File, it must be enabled when you are logged in to your IDEXX Payments portal. In the Card on File section, click Edit Card on File Details then click Enable Card on File.
Note: To enable CVV Security:
- Log into your CardPointe portal.
- Click Administration > Security.
- Under CVV/AVS Validation select the CVV checkbox.
- Click Save.
If you need assistance enabling CVV Security, please contact Fiserv.
For complete details how to set up Card on File, see Set up Card on File in Set up and manage IDEXX Payments.
To read about general surcharging information or submit a form to learn about surcharging with IDEXX Payments, go to https://software.idexx.com/surcharging-faq.
You can create or update an IDEXX Payments user account when you are logged in to your IDEXX Payments portal.
Prerequisite: New users must have a MyIDEXX account. To register for a MyIDEXX account, go to: https://www.idexx.com/en/veterinary/support/myidexx/.
- For multi-branch practices only. In the Practices section, click the name of the practice /branch whose users you want to manage.
- In the Practices section, select Manage Users.
- To add a new user, in the upper-right corner, click Add New User.
or
To edit an existing user, locate the user and select Edit. - Add or update the user information, as applicable.
- All fields are required.
- Email must match the user’s MyIDEXX login email address.
When you click Check for Device Changes, you force-check any device changes on your merchant account (for example, new devices or any old, removed devices
USAGE
To learn how to enter a payment in Neo using IDEXX Payments, see Take a payment.
Prerequisite: Your practice must have Card on File enabled in IDEXX Payments; and a valid email address must be saved to the client record in Neo.
In the IDEXX Payments window, when you are taking a device payment, select Save card on file.
The card number and details will be securely stored in a tokenized vault by the payment processor for future use. The card data is not stored in Neo or by IDEXX.
There is no limit to the number of cards you can store on file for a client.
Yes. When your practice has IDEXX Payment's Card on File enabled, you can save debit card information for future payments.
The card information is securely stored in a tokenized vault by the payment processor. The card data is not stored in Neo or by IDEXX.
To learn how to enter a payment in Neo using a card of file, see Take a payment.
Online payment request links can be sent to a client by SMS text and /or email. To learn how to send an online payment request link to a client, see Send and manage online payment links.
To learn how to process a prepayment or deposit in Neo with IDEXX Payments, see Enter a prepayment or leave a credit on an account.
A qualifying transaction is a credit card transaction where a surcharge applies. The surcharge is calculated and applied to the post-tax amount of the transaction, when applicable.
Surcharges are not applied to:
- Transactions when the cardholder is paying with a Signature Debit, PIN Debit, PINless Debit, or Prepaid card.
- Card-not-present transactions when the cardholder’s billing postal code matches a restricted region.
For more information about surcharging, see https://software.idexx.com/surcharging-faq.
When you have surcharging enabled for your practice and a surcharge has been applied to qualifying purchase, you will see a surcharge row on consultations and invoices that were paid using IDEXX Payments.
- Consultations under the Subtotal at the bottom of the page.
- Invoices whose template includes one of the multi-pet invoice super variables. For example, [invoice_details]. For more information about form variables, see Using form variables.
Note: To be reflected on your invoice_no_prices_v2 or custom single-patient invoice templates, there are two new form variables you can update your template with:- [surcharge_fee] = surcharge amount
- [amount_inc_plus_surcharge] = total invoice amount including tax plus the surcharge amount
Tip: To update your invoices templates, first confirm your default templates under Administration > Company Settings. Then location the template(s) you want to update under Forms & Certificates; we recommend adding the [surcharge_fee] and [amount_inc_plus_surcharge] variables on separate rows above the [amount_inc].
IDEXX Payments can be voided or deleted, depending on the reason why you need to remove the payment.
-
Void incorrect payments (for example, incorrect amount charged, or payment entered on wrong client account) in Neo from the Financial Activity tab. Depending on the transaction status, it will either be voided or refunded to the client’s card.
- Void can be used with IDEXX Payments regardless of a batch’s status.
- The system will first attempt to void the transaction and will automatically process a refund if a void isn’t possible. Typically, transactions that are from the same day and batch can be voided.
-
Delete a payment in Neo from the Financial Activity tab when the practice needs to correct an invoice the same day it was initially closed.
Tip: If the invoice is permanently closed, you can correct the invoice from the consultation when you have the Correct Consultation permission. - Give a refund from the patient record when a product or service is being returned.
For more information how to delete or void an IDEXX Payment, see Delete or void a payment.
To learn how to process a refund in Neo with IDEXX Payments, see Refund or return a product.
Yes. Because the virtual terminal does not have a link to the Neo client record, you must re-add a client's card information through Card on File, as applicable.
ONLINE PAYMENT REQUESTS
Yes. You can send an online payment request to a client’s mobile number and email address at the same time, as needed.
You can view the online payment request’s status, communication method(s), and contact information in the Online Payment Request Log.
Click Collect Payments at the top of the page. Then click the Online Payment Requests tab to view the Online Payment Request Log. To learn more about the Online Payment Request Log, see View and manage payment request links in Send and manage online payment links.
The client’s mobile number on the client Overview in Neo displays as the default where to send the online payment request.
You can enter a different mobile number in the Text (U.S. Only) box in the IDEXX Payments window, if needed; this one-time number will not be saved to the client record.
The client’s email address on the client Overview in Neo displays as the default where to send the online payment request.
You can enter a different email address in the Email box in the IDEXX Payments window, if needed; this one-time email address will not be saved to the client record.
No. Payments made from the Online Payments feature will be shown in the Payment Summary and other reports containing the payment method as IDEXX Payments.
If you want to know which payments were online payments, go to Collect Payments > Online Payment Requests to view the Online Payment Request Log.
No, one-time mobile numbers and email addresses will not be saved to the client’s record. The one-time mobile number and email address will display with the payment request in the Online Payment Request Log.
To resend an online payment request link, go to Collect Payments > Online Payment Requests. In the Online Payment Request Log, locate the online payment request, click the menu button, and select Copy payment link.
Then you can paste the payment request link into an SMS from the client record or send an email outside of Neo.
Yes. To cancel an online payment request, go to Collect Payments > Online Payment Requests. In the Online Payment Request Log, locate the online payment request you want to cancel, select the checkbox to the left of the requested date, and click Cancel Payments above the Communications column.
- You can select more than one online payment request to be cancelled.
- Cancel Payments will only display when one or more online payment requests are selected.
No. Online payment requests cannot be viewed in the client and patient Comm Logs.
To view online payment requests, go to Collect Payments > Online Payment Requests.
SURCHARGING - GENERAL INFO
For answers to frequently asked general questions about surcharging including what surcharging is and how to get it enabled for your practice, please see https://software.idexx.com/surcharging-faq.
SUPPORT & TROUBLESHOOTING
If your question is specific to the payment workflow inside Neo, or setup in Neo or IDEXX Payment, please contact IDEXX Neo Support.
For payment process questions including billing, statements, and CardPointe, please contact Fiserv Support.
- Hours: 24/7 365 days
- Phone: 877-828-0720
- Enter your Practice Merchant ID (MID).
- Press 1 to continue using keypad.
- Press 5 for Technical Support.
- Press 1 for CardPointe.
- Press 9 to verify using the business phone number associated with the practice.
- If an incorrect phone number is entered twice, the system will prompt you to choose the practice name from the options provided.
- Entering # in place of a phone number will also prompt you to choose the practice name from the options provided.
Note: Do not choose Clover Support from the phone tree; CardPointe Support should be chosen even when calling about Clover payment device issues.
You can view your merchant information and payment devices in IDEXX Payments.
In Neo, go to Administration > Integrations. Then in the IDEXX Payments section, click Manage Settings. IDEXX Payments will open in a new browser tab where you can view and manage your merchant information and payment devices.
IDEXX Payments provides your HPP, so the HPP link you used with Neo Online Payments is no longer needed.
To view your Online Payment settings, in Neo go to Administration > Integrations. Then in the IDEXX Payments section, click Manage Settings. IDEXX Payments will open in a new browser tab.
Once you upgrade to IDEXX Payments, payment request links sent via Neo Online Payments will no longer work. You can send a new payment request link to the client via IDEXX Payments.
Save card on file will only display in the IDEXX Payments window when there is a valid email address saved to the client record in Neo.
If you do not see Save card on file, you can cancel the payment, enter and save the client’s email address to the client record, and then process the payment.