Case Study: Kitchen and Bathroom Supplier, UK

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Libby James
Merchant Services Expert

Libby James is co-founder, director and an expert in all things merchant services. Libby is the go-to specialist for business with more complex requirements or businesses that are struggling to find a provider that will accept them. Libby is regularly cited in trade, national and international media.

Client Background

The client, a small business operating in the kitchen and bathroom industry, found themselves in a dire situation when their existing merchant terminated their services. As a result, they were unable to process customer payments, posing a significant threat to their operations.



Discovery: How They Found Us

The client turned to Merchant Advice Service (MAS) after being recommended by an industry peer. Recognising the urgency of their situation, they sought a swift and reliable alternative to resume processing customer payments seamlessly. Notably, Libby James was initially contacted through LinkedIn, highlighting the accessibility and professional networking aspect of their services.



The Issue

The client’s previous merchant account provider, a high-street bank (Global Payments), terminated their services due to the perceived high risk associated with the kitchen and bathroom industry. This left the business in a vulnerable position, requiring an immediate and sustainable alternative for processing payments.



How We Helped

Merchant Advice Service, led by the expertise of Libby James, swiftly intervened to address the client’s critical payment processing issue. Here’s how we assisted:

  • Industry-Specific Expertise: MAS specialises in working with banks that support suppliers in the kitchen and bathroom industry across the UK and EU. This specialisation proved crucial in understanding the unique challenges faced by the client.
  • Efficient Application Process: Recognising the urgency of the situation, MAS initiated an expedited application process. Leveraging their knowledge of the criteria set by various banks, they placed an application with a bank that viewed kitchen suppliers as medium risk rather than high risk.
  • Timely Approval and Better Terms: Remarkably, MAS secured approval for the client’s application within a week, offering terms that were not only acceptable but also more favourable than their previous arrangement. This ensured a smooth transition and minimise disruption to the client’s business operations.
  • Stress-Free and Cost-Free Assistance: MAS provided their expert guidance without imposing any charges on the client. This stress-free approach emphasised their commitment to supporting businesses in need.

Client Testimonial

The client expressed their gratitude via a Google review, commending Merchant Advice Service and Libby James for their quick and effective resolution of the payment processing issue. The review highlighted the seamless process, the understanding of industry-specific challenges, and the invaluable, cost-free assistance provided by MAS.

Great thanks to Merchant Advice Service and Libby James. We encountered a problem with our existing merchant that led us unable to process customer payments which as a small business was a disaster. Libby quickly matched us with a new merchant and we were up and running to accept payments within a week. Highly recommend and very grateful to them for helping us out.’

This case study underscores the pivotal role played by Merchant Advice Service and Libby James in swiftly addressing and resolving a critical issue for a small business in the kitchen and bathroom industry. Through their industry expertise, efficient processes, and commitment to client success, MAS demonstrated their ability to navigate challenges and deliver favourable outcomes for their clients. The initial contact through LinkedIn showcases the accessibility and responsiveness of MAS in the digital professional landscape.



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Libby James

Libby James Co-founded Merchant Advice Service alongside David Bird in 2016. Her finance background, coupled with retail and customer service experience, gave Libby the drive to bring transparency and non-biased advice to the world of merchant services. Having come from the heavily regulated mortgage and insurance industry, Libby found it puzzling that other financial sectors lacked regulation and transparency leaving customers confused and unable to make informed decisions when it came to accepting card payments. This was soon to become Libby’s obsession!

With the help of some of the industry’s best, Libby began to research acquiring banks, complex terminology/regulation, and the problems customers experience within merchant services and payment gateway markets. She spent years on sourcing solutions for complex clients, which previously others were unable to assist with. Libby established relationships with brokers and banks which would soon form the cornerstone of Merchant Advice Service. As a result Libby has been featured in high-profile publications across the web.

Libby is proud to be the entrepreneur’s champion, supporting start-up businesses regularly. Her industry insights can often be found on LinkedIn where she provides free of charge advice and money saving pointers. It’s safe to say she has her finger on the pulse of everything card payments related.

Libby speaks of her experience in founding and running Merchant Advice Service…

‘Merchant Advice Service is one of my greatest achievements to date. We help business owners to overcome card processing issues which can become detrimental to their business. We assist SME’s in finding suitable card payments solutions, helping them create their vision. Each and every day is different, exciting and fore filling. As technology advances I can’t wait to see the way in which the merchant services market advances, and I’m pleased that our business will play a part in educating company owners along the way.’

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