Question 1

How do payments work in Petboost?

Accepted Answer

Petboost offers secure, seamless payments powered by Stripe. Three core payment methods: (1) Card on File: customers save their card and get auto-charged after each service, money in your account next business day. (2) SMS Payment Link: send a secure Stripe payment link via SMS, customer pays on their device. (3) In-Person Card Machine: tap/chip/swipe via Stripe Terminal at checkout. Optional pre-authorisation holds funds 72 hours before appointments for no-show protection. All payments include personalised invoices branded with your logo, colours, and ABN. Integrate Stripe directly with Xero Bank Feeds for seamless accounting. Cash and bank transfers are also available for customers who prefer them, though you'll need to report these manually as Stripe automation won't apply.

Question 2

How does Card on File work?

Accepted Answer

When customers save their card details, Petboost can automatically charge them after each appointment completes. No manual invoicing, no chasing payments. The money hits your account the next business day via Stripe.

Question 3

What are the Stripe transaction fees?

Accepted Answer

Stripe charges 1.7% + $0.3 per successful card transaction in Australia. There are no monthly fees, so you only pay when you get paid. For a $50,000/month business, that's approximately $875 in fees, but most businesses find this saves $2,000+ in bookkeeping time.

Question 4

Can I avoid transaction fees entirely?

Accepted Answer

Yes! Cash and Bank Transfer payments tracked in Petboost have zero transaction fees. You can also pass fees to customers with a transparent line item on invoices. Many businesses use a hybrid approach: Card on File for convenience, Bank Transfer for larger invoices.

Question 5

Can I pass credit card fees on to customers (surcharging)?

Accepted Answer

Yes! Petboost gives you complete control over fee pass-through. You can choose to pass on: (1) Stripe processing fees (1.7% + $0.30), (2) Petboost platform fees (1.4% Pro / 1.2% Max), (3) both fees, or (4) neither (you absorb all). When passed to customers, fees appear as transparent line items on invoices so customers understand exactly what they are paying for. Navigate to Settings → Payments → Fee Configuration to set your preference. This protects your margins without hidden costs.

Question 6

How do prepaid packages work?

Accepted Answer

Create 5-pack, 10-pack, or 20-pack bundles at custom discounts. Customers purchase packages online 24/7 via the self-service portal. When they book, they select "Use Package Credit" at checkout. Credits automatically deduct and balances are tracked transparently.

Question 7

What discount should I offer on packages?

Accepted Answer

Typical discounts are 15% for 5-packs, 20% for 10-packs, and 25-30% for 20-packs. Daycare businesses report the highest adoption rates (48% of appointments use packages). The discount pays for itself through reduced no-shows, prepaid revenue, and customer loyalty.

Question 8

How do package credits work with cancellations?

Accepted Answer

You control package credit policies per service. Options include: retain credits (customer keeps credit for rebooking), forfeit credits (within your notice period policy), or pro-rate for partial cancellations. All policies are clearly displayed to customers at booking.

Question 9

Can customers purchase packages online?

Accepted Answer

Yes! Customers can browse available packages, purchase online 24/7 via your branded self-service portal, and immediately use credits for booking. No staff intervention required. You'll receive notification when a package is purchased.

Question 10

How does Pre-Authorisation protect against no-shows?

Accepted Answer

Pre-Authorisation (No-Show Protection) automatically verifies customer cards 72 hours before appointments. Here's how it works: (1) Petboost places a temporary hold on the customer's card to verify it's active with sufficient funds. (2) If verification fails, you're notified immediately so you can follow up. (3) The customer also receives a notification if their card fails. (4) After service completion, the hold is captured as payment. (5) If the customer cancels, the hold releases automatically with no refund process needed. This differs from deposits: pre-auth reserves funds without charging, while deposits charge immediately. Most businesses report 80%+ reduction in no-shows with pre-auth enabled.

Question 11

What is the difference between Pre-Authorisation and Deposits?

Accepted Answer

Pre-Authorisation (what Petboost offers) places a temporary hold on the customer's card: funds are reserved but not charged. If the customer cancels, the hold releases automatically with no refund required. Deposits (which Petboost doesn't currently offer) charge immediately at booking time, meaning refunds must be processed manually if the customer cancels. Pre-auth achieves the same no-show protection result with less friction for customers and simpler accounting for you. For true prepayment, you can sell packages upfront instead.

Question 12

Are Petboost invoices NDIS-compliant?

Accepted Answer

Yes! Petboost invoices include all core NDIS requirements: your business name and ABN, participant's name, itemised services with amounts, service dates, total amount, GST breakdown, and unique invoice numbers. For NDIS claims, simply add the participant's NDIS number and support item codes to your service descriptions. Example: 'Assistance Dog Training for Sarah (NDIS #1234567890) - 04_104_0125_6_1'. Your invoices then contain everything needed for NDIS claims.

Question 13

Can I use my own payment processor?

Accepted Answer

Yes! While Petboost integrates with Stripe for automated card payments, you can keep using your existing terminal (Smart Pay, Square, bank EFTPOS). Select "External Payment Machine" in Petboost when recording these payments. Business Pro charges $0.40 per appointment (billed monthly). Business Max includes external payments free. Important: External payments don't count toward the $7,500 Stripe threshold that waives your monthly subscription, and they require manual reconciliation (no Xero Bank Feeds).

Question 14

Can I use Stripe for online bookings but my own terminal for in-person payments?

Accepted Answer

Yes! This hybrid approach is fully supported. Use Stripe for online bookings (Card on File, automatic charging, no-show protection) and your existing terminal for walk-ins. At checkout, choose the appropriate payment method. Note: Only Stripe payments count toward the $7,500 monthly threshold that waives your $65 subscription. External payments don't count toward this waiver.

Question 15

What are the fees for using my own EFTPOS terminal with Petboost?

Accepted Answer

External Payment Machine fees: Business Pro charges $0.40 per appointment (billed at end of month). Business Max includes external payments free. Compare to Stripe: 1.4% Petboost + 1.7% + $0.30 Stripe (deducted per transaction, pay-as-you-go). You can pass Stripe fees to customers as line items on their invoice. Key difference: Stripe payments count toward the $7,500 monthly threshold that waives your subscription. External payments don't.

Question 16

Can I pass payment processing fees to customers?

Accepted Answer

Yes! Both Petboost (1.4%) and Stripe (1.7% + $0.30) fees can be passed to customers as transparent line items on their invoice. Many businesses pass all fees to protect their margins. Configure this in Settings → Payments. You can choose to pass both, one, or neither.

Question 17

What is the bookkeeping difference between Stripe and external payment machines?

Accepted Answer

Stripe payments auto-sync to Petboost appointments and flow to Xero via Bank Feeds: one clean data source. External payment machine transactions appear in your separate bank statement, requiring manual reconciliation. At tax time, Stripe users have one source to reconcile. External payment users have two. Most businesses find Stripe's automation saves 4-6 hours per week in bookkeeping.

Question 18

How does the $7,500 subscription waiver work with external payments?

Accepted Answer

Process $7,500+ via Stripe in a calendar month → next month's $65 subscription is waived. Each month counts separately (not cumulative). Example: process $7,500 in January → February subscription is $0. Important: External Payment Machine transactions don't count toward this threshold. Only Stripe payments (Card on File, payment links, Stripe Terminal) count.

Question 19

Does Petboost connect to Xero or QuickBooks?

Accepted Answer

Petboost doesn't have a direct integration, but Stripe connects to Xero/QuickBooks via Bank Feeds. Set this up in your accounting software, and transactions automatically flow: Petboost → Stripe → Bank Feeds → Xero. Your accountant will love the clean data.

Question 20

How do I handle tips?

Accepted Answer

Tips can be added to invoices before or after payment. For card payments, tips are processed through Stripe. For cash tips, record them manually in the appointment for accurate reporting and staff commission tracking.

Question 21

What happens if a payment fails?

Accepted Answer

When Auto-Pay or Pre-Auth fails, you receive an immediate notification. Common causes: expired card, insufficient funds, card reported lost/stolen, or bank declined. The appointment is flagged and you can retry with a different card, send an SMS payment link, or contact the customer. Failed payments don't cancel appointments automatically - you decide next steps.

Question 22

How do I refund a payment?

Accepted Answer

Navigate to the appointment or invoice, click the payment, and select 'Refund'. You can refund the full amount or a partial amount. Refunds are processed through Stripe and typically appear on the customer's statement within 5-10 business days. One-click refunds, no support tickets required. Refunded amounts are deducted from your next Stripe payout.

Question 23

Does Petboost replace my accounting software?

Accepted Answer

No. Petboost is NOT accounting software. We help you collect and catalogue payments exceptionally well using Stripe. Your accountant handles the accounting in Xero or QuickBooks. We give them clean data: export from Stripe or generate PDF invoices from Petboost. We recommend Xero because it works well with Stripe and most accountants use it.

Question 24

What if a customer needs an invoice or receipt?

Accepted Answer

Petboost generates professional PDF invoices with your ABN, GST breakdown, and itemised services. Customers can self-service receipts from the Customer Portal: go to Appointments, click 'Receipt' on any paid appointment, and download the PDF. Staff can also generate receipts from the customer profile. Everything your customer needs for their records.

📖 Read more: Stripe: Best Practices for Invoices in Australia (https://docs.stripe.com/invoicing/australia-invoicing)

Question 25

How do I give my accountant what they need?

Accepted Answer

Two options: (1) Connect Stripe Bank Feeds to Xero (see our guide: https://central.xero.com/s/article/Stripe-direct-feeds), or (2) Generate PDF invoices from Petboost. Either way, clean data for your accountant. Need Xero? Get started: https://referrals.xero.com/buanj427uiu3

Question 26

How do Petboost Packages reduce admin?

Accepted Answer

Petboost Packages flip the traditional model. Customer pays upfront via Stripe, credits are tracked automatically in-app, credits deduct on booking. No chasing payments (already paid), no invoicing each visit (package covers it), no reconciliation drama. Just clean payment data for your accountant. Most businesses save 4-6 hours per week on payment admin.

Question 27

Can I void an invoice without processing a refund?

Accepted Answer

Yes! Use 'Void Invoice Amount' when payment was never collected and you want to close the invoice without financial processing. This is appropriate for appointments cancelled before payment, billing errors discovered before charging, or complimentary services. The appointment status changes to 'Invoice Amount Void' with no financial transaction processed. For appointments where payment WAS collected and needs returning, use Refund instead.

Question 28

What if a cancellation fee charge fails?

Accepted Answer

When an appointment is cancelled with a cancellation fee, the charge may fail if the customer's card is declined, expired, or missing. Petboost flags these in Mission Control and shows an alert on the appointment. You can retry the charge once the customer has a valid payment method on file. Click 'Retry Charge Cancellation Fee' on the cancelled appointment to attempt charging again.

Question 29

How do I cancel a card reader transaction in progress?

Accepted Answer

If a card reader payment gets stuck or you need to abort a tap/chip/swipe transaction, click 'Cancel Reader Action' in the terminal payment dialog. The transaction is aborted and the card reader returns to ready state. You can then retry with the card reader, switch to a different payment method, or process as cash/bank transfer if terminal issues persist.

Question 30

How do Stripe payouts work? When will I receive my money?

Accepted Answer

Stripe processes payouts on a rolling 2-day basis (not batched). When a customer pays, Stripe holds the funds, processes them over approximately 2 business days, then transfers to your bank. Payments successfully processed before 9pm local time are included in the next day's batch. Petboost shows your complete payout history with each transaction's pet name, owner, and service, so you always know exactly where your money is. Your money is never missing: it's either processing, in transit, or in your bank.

📖 Learn more: Stripe Payout Schedules FAQ (https://support.stripe.com/questions/payout-schedules-faq)

Question 31

Can I see my bank account details in Petboost?

Accepted Answer

Yes! The Payouts tab in Settings shows your connected bank account including bank name, last 4 digits of your account number, BSB, and verification status. You can click 'Manage' to open Stripe Dashboard and change your payout bank account or schedule.

Question 32

Why is my payout smaller than expected?

Accepted Answer

Payouts show the net amount after fees are deducted: Stripe processing (1.7% + $0.3) and Petboost platform fee (1.4% Pro, 1.2% Max). If you've processed refunds, those are also deducted. Click any payout in the history to see the fee breakdown per transaction and exactly which appointments are included.

Question 33

Why didn't I receive a payout on Monday?

Accepted Answer

Banks don't process transfers on weekends or public holidays. If your payout was scheduled for Saturday or Sunday, it automatically moves to Monday. The Payouts tab in Petboost shows you the actual expected arrival date, accounting for these delays, so you always know when to expect your money.

Question 34

How do I change my payout schedule or bank account?

Accepted Answer

In Petboost, go to Settings → Payouts and click 'Change schedule in Stripe' or 'Manage' on your bank account. This opens your Stripe Dashboard where you can set daily, weekly, or monthly payouts and update your bank details. Changes typically take effect within 1-2 business days.

Question 35

Can I match payouts to specific appointments?

Accepted Answer

Yes! Each payout in Petboost shows the individual transactions with pet name, owner name, service, amount, and fees. Click 'Open Appointment' to jump directly to that booking, or 'View in Stripe' for the payment details. This makes reconciliation straightforward and eliminates guesswork.

Payments & Packages