The Challenge
“I had three different things going on with payments and it was not a smooth experience for clients. I wanted something better.”
When Lisa first assessed her payment processes, she realised she was running three separate systems: Stripe, EFT and another online payment provider. None of them integrated cleanly, and each one created unnecessary steps for her and for her clients.
She had to think back to 2021 to recall the tipping point. At the time, customer experience was inconsistent. Clients were getting confused. Some payments were slow. Others required back-and-forth support just to confirm receipt.
Even simple changes, like updating banking details, were made more complicated by inflexible systems and unresponsive support from her providers.
The Solution
Lisa moved to Pinch in 2021. She wanted one system that could handle payments, reduce admin and give her clients a more professional experience.
Pinch connected directly to her accounting software, letting her offer clients card payments, direct debit, and bank transfers all from one place. She began recommending Pinch to her service-based clients who invoice through Xero and don’t use their own booking platforms.
One of the biggest benefits has been the ability to offer payment plans. Lisa sets up custom terms for larger invoices. For example, a $5,000 rescue job might be paid in instalments of $1,000 upfront followed by smaller weekly payments.
She also sets fee preferences based on her relationship with each client. Some clients absorb processing fees, while others are charged directly—thanks to the flexibility Pinch offers at both a global and individual level.
“You can tailor it to what works for you and your clients… and you don’t find that very often.”
The Results
“If you want to streamline your systems, you need to use Pinch.”
The results were immediate. With Pinch, Lisa now receives payments faster, and reconciliation happens automatically. The Chrome extension has added further efficiency, making it easier to access and manage payments inside her accounting software.
Clients also benefit from the flexibility. Some still prefer EFT, and Lisa is happy to let them choose. What matters is that the payments flow smoothly—and with Pinch’s updated processes, even bank transfers settle faster than they used to.
Lisa has moved most of her relevant clients onto Pinch. She knows they’re getting a better experience, and she spends less time chasing invoices or fixing payment errors.
The Experience:
“That has been one of the best experiences of customer support that I have dealt with.”
Lisa regularly works with software platforms and knows how hit-or-miss support can be. With Pinch, she’s found a team that understands how to help without overcomplicating things.
Whether it’s a setup question or an account change, Lisa has consistently received quick, helpful responses that feel personal. That reliability has made it easy for her to trust the platform and recommend it.
