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I've received multiple calls from customers who were confused when trying to find my bank account details on the online invoice. They couldn’t see the bank account details immediately on the view after clicking the "Review and Pay" or "View your bill online" link in the Xero email. Initially, the invoice shows only the Stripe payment option, and customers must click "View Invoice Details" to see my bank account information. This setup is confusing and not straightforward for customers!

According to Xero support, it’s impossible to change this view for customers:

"As these small changes were requested by many users to show an invoice summary, your customers will need to select 'Show Invoice Details' to view terms & conditions and any bank details included. The invoice view in the email link you send is a default and cannot be customized at this time; however, our product team is continuing to explore ways to update layouts for a more positive user experience."

I would like to know who these users are who requested that bank account details be hidden from customers. Or is this another instance of gaslighting from Xero?

I don’t understand why Xero would make these changes, which negatively impact my business. Customers have pointed out that it appears we’re encouraging payment by credit/debit card, which incurs a commission fee—a fee that benefits Xero, as they receive the surcharge! Why should our business face negative customer feedback because of Xero's design decisions?

I would like the ability to choose how my clients view their online invoices. It’s critical for our business that customers have all the necessary information to make payments accurately! We use third-party software to create and email invoices to customers, but Xero does not allow us to add a PDF, so customers can only view the online version, which hides our bank account details and payment terms!