FAQs: Neo Payments and Online Payments

For customers in the US only

This article covers frequently asked questions about Neo Payments integrated credit card solution, including the Online Payments text-to-pay feature.

INFORMATION, SETUP, AND TROUBLESHOOTING

For questions regarding payment devices, transactions, funding, or other payment questions outside of Neo, please contact CardConnect Support.

  • United States
    • Phone: 1-877-828-0720
    • Email: cardpointesupport@cardconnect.com

Note: If your question is specific to the payment workflow in Neo, see Take a payment for more information, or please contact IDEXX Neo support.


CardConnect is IDEXX’s trusted partner and vendor for Neo Payments, providing the best solution for processing payments for your practice.

CardConnect was founded in 2006 and has been developing advanced payment solutions backed by patented, PCI- validated point-to-point encryption (P2PE) and tokenization. Today, more than 67,000 businesses, ranging from Fortune 500 companies to youthful startups, use CardConnect to securely process and manage their transactions.


All Neo Payments customers with CardConnect receive access to CardPointe, the online management portal.  CardPointe is a comprehensive and secure cloud-based platform that makes managing your integrated payments simple. Using CardPointe, your practice can:

  • Use the Virtual Terminal to take payments, or process refunds and voids when your payment terminal is not accessible.
  • View reporting in real-time with configurable date ranges.
  • Seamlessly manage multiple merchant accounts and/or locations.

You can log in to CardPointe at https://cardconnect.com/login . If you need assistance with your CardPointe account, please contact CardConnect support at (877) 828-0720.


The integration with CardConnect is powered by Bolt.  Bolt is a cloud-based solution that allows for simple payment integration into an already existing system and comes with terminals that can reduce your PCI scope with EMV acceptance and point-to-point encryption (P2PE).


CardConnect’s system status can be viewed at the following link: status.cardconnect.com.


You can reset your CardPointe password by going to  https://cardconnect.com/login. Then click on Forgot Password?, enter the required information, and click Submit.

An email will be sent to the associated email address with further instructions on resetting your password.


Neo Payments is the credit card processing solution that integrates with Neo.

Online Payments is a feature of Neo Payments which enables you to send a pay link to your clients via SMS text message; so they can pay their invoice conveniently right from their mobile phone.


You will receive a welcome email from CardConnect with next steps:

  • If you are an existing Neo customer, CardConnect will reach out to you within 2 business days of your hardware being received.
  • If you are new to Neo, your Neo onboarding specialist will coordinate with CardConnect.

If you have any questions or would like to install sooner, please contact CardConnect at idexx@cardconnect.com.

Note: The online payments feature will be bundled with your Neo Payments, but you will have the option to opt-out.


If you are an existing Neo Payments customer, you may opt in to Online Payments by contacting the Neo Payments team. To get started or learn more, email: CCPanalysis@idexx.com

Note: If you are new to Neo Payments, your online payments activation and setup will be included with your Neo Payments integration to Neo


After you opt in to Online Payments with a Neo Payments specialist, you will receive an email from CardPointe, to the email they have on file, with the subject “New HPP User Account for {name}.securepayments.cardpointe.com” that will contain your practice’s HPP (Hosted Payment Page) pay link.

See Set up and manage Neo Payments for important instructions how to complete your Online Payments integration with Neo.


Click here to learn about common payment processing industry terms and their definitions: https://support.cardconnect.com/payments-glossary.


Next day funding is available for most customers with a 10:00 PM ET cut-off time.

If you would like to change when your batch closes, log in to your CardPointe account and go to Administration > Batching, to configure the batch time. This setting is automatically configured to close the batch for Next Day Funding.

If you have additional questions on batching, please contact CardConnect at (877) 828-0720.


Chargebacks occur when a transaction is disputed by the customer or the customer’s bank, and they ‘charge back’ that transaction. When a credit card chargeback is filed, the funds are held from the merchant’s account until the transaction is disputed.


Credit card transaction totals can be viewed in CardPointe at Reporting>Transactions.

Batch totals can be viewed in CardPointe at Reporting>Gateway Batches.


IDEXX currently offers the Clover Mini 2, Clover Flex, Ingenico iPP350, and Ingenico SMP4.

  • The Clover Mini 2 is a countertop device that offers built-in receipt printing as well as signature capture via its 7” touchscreen display.
    • Connects via Ethernet, WiFi, or LTE.
      Note: Additional setup and monthly fees may apply for LTE.
    • Recommended as a countertop device, but does have a built-in battery and if connected to WiFi can be used in a limited fashion to accept payments throughout the practice.
      Note: If operating on battery power, the Clover Mini 2 will not print receipts.
    • Accepts Swipe, Dip (insert), and Tap payment types.
  • The Clover Flex is a portable device that offers built-in receipt printing as well as signature capture via its 5” touchscreen display.
    • Connects via WiFi or LTE.
      Note: Additional setup and monthly fee may apply for LTE.
    • Recommended as a portable device used throughout the practice, but does have a docking station and is suitable to be used as both a portable and countertop device.
      Note: If operating on battery power, the Clover Flex will print receipts. Typical battery life is up to 8 hours.
    • Accepts Swipe, Dip (insert), and Tap payment types.
  • The iPP350 is a small countertop device, perfect for reception and plugs directly into your network.
  • The iSMP4 is a small mobile device, perfect for exam rooms and other situations requiring portable payments. The iSMP4 requires a WiFi network connection.

Yes, rented devices include free replacements. Purchased devices have a 1-year warranty.

For additional information, please call CardConnect at (877) 828-0720.


To order additional payment devices, please call CardConnect at (877) 828-0720 and request one of IDEXX’s supported devices: the Clover Mini 2, Clover Flex, Ingenico iPP350, or Ingenico ISMP4. Devices are available for rent or purchase. Rented devices include free swaps and are recommended.


CardConnect offers check processing utilizing Telecheck. This requires a separate account, hardware and has different rates/fees.

For additional information, please call IDEXX at 1-800-283-8386.


eCommerce is available using the same account as your Neo Payments account. When running reporting via CardPointe, you can specify the source of the transaction to differentiate the two.

For additional information, please call IDEXX at 1-800-283-8386



The Clover Mini 2 and Clover Flex support thermal receipt paper, 2 1/4" wide and up to 85 feet long. 

Note: To order receipt paper for you Clover device(s) from IDEXX, contact IDEXX Sales or go to IDEXX Online Ordering.

 

USAGE - NEO PAYMENTS

See Take a payment to learn how to enter a payment in Neo.


You can view reports, statements, and other transactional data in CardPointe at: https://cardconnect.com/login. Then go to Reporting.

In Neo, you can view payment information at Administration >Cashing Up. For more information, see Cashing Up.


Transactions can be filtered and viewed by card type within CardPointe. Navigate to Reporting > Transactions in CardPointe, then search for the card type requested.


Void incorrect payments (for example, incorrect amount charged) in Neo from the Financial Activity tab when:

  • The terminal’s batch is from the same day and
  • The batch is still open.

Note: Voiding the payment in Neo will also void the payment in CardPointe.

Give a refund if the batch has already been closed and cannot be voided Note: If a payment cannot be voided in Neo, you will be prompted to perform a refund.

Delete a payment in Neo from the Financial Activity tab when you need to correct an invoice.

For more information on how to delete or void a payment, see Delete or void a payment.

For more information on how to give a refund, see Refund or return a product.


If a payment terminal is experiencing technical issues, try another payment terminal, if available.

If all payment terminals are not working, payments can be entered online in CardPointe using the Virtual Terminal, as long as internet access is available.

Log in to CardPointe at https://cardconnect.com/login using your credentials, then click on the Virtual Terminal tab to process the payment.

IMPORTANT: You must also enter the payment in Neo to ensure Cashing Up matches your batch totals for the day. See Take a payment for more information.


As of April 2018 Mastercard, Discover, American Express, and Visa no longer require signatures for any business using EMV enabled payment devices.


Yes, debit cards can be used with Neo Payments.

Note: The Neo Payments integration does not have the debit PIN enabled; so if a debit card is swiped, it will not prompt for a PIN and should process just like a credit card.


The Neo Payments integration does not have the debit PIN enabled; so if a debit card is swiped, it will not prompt for a PIN and should process just like a credit card.

 

USAGE - ONLINE PAYMENTS



The client’s mobile number in their client record will display as the default number where to send the online payment link. You will have the option to enter a different mobile number in the One-Time box, as needed.

Note: If you enter a mobile number in the One-Time box, this number will not be saved to the client record.


The online payment will be associated with the invoice(s) the user selects to collect payment for.


Only the full invoice amount is sent in an online payment without an option to change the amount. If the card does not have enough for the full requested amount, CardConnect will use what’s left on the card to make a partial payment on the invoice. You can then send a new link to the client for the remaining amount to be paid on a different card.

Another option for making specific split payment amounts is to use the prepayment feature and allocate the credit to the invoice. See Send and manage online payment links to learn how.


You can reopen the closed invoice after a pay link has been sent until the client has paid. The client will not be able to pay the invoice through the pay link until the invoice has been closed again


In Cashing Up, the payment method will display as the card type that was used, the same as Neo Payments does. The terminal will display as Online Payments; and the subtotal payment method will be Online Payments.
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A pay link is good for 7 days. After 7 days, the link expires; and a new link will need to be sent to the client, as needed.


Yes, a pay link can be resent under Collect Payments > Online Payment Requests before the link expires.

After 7 days, the link expires; and a new link will need to be sent to the client, as needed.