From Cash Flow Constraints to Record Revenue: Ziella's Success with Reach

Ziella is a rapidly growing, direct-to-consumer ecommerce brand specializing in creating meaningful customer experiences through thoughtfully curated gift sets. Operating under the Protus Brands umbrella, Ziella has experienced significant growth, particularly during peak seasons like Black Friday and Cyber Monday.

Eliminated Payment Holds

during peak periods, enabling uninterrupted business operations

Seamless Expansion

into European markets with full compliance and infrastructure

Reduced Chargebacks

through improved support and returns experience

Record-Breaking Q4

with ability to scale ad campaigns and respond to viral demand

“

"Working with Reach, that's allowed us to not worry about cashflow, to worry about that payment process. It allowed the team to really focus on what they do well, which is creating meaningful ads, getting a good process in place and it really enabled the team to scale new products and deliver a great experience for our customers."”

— Sean Goodman - Operations Management, Protus Brands (Ziella)

The Situation

Ziella, a fast-growing direct-to-consumer ecommerce store under Protus Brands, specializes in thoughtfully curated gift sets. With demand spiking during seasonal periods—especially Q4—the team needed a reliable payments partner to scale. Ziella saw rapid growth, causing their previous payments solution to trigger holds on nearly 100% of incoming funds during their busiest time of year. This severely constrained cash flow and made it difficult to pay vendors, run ads, or even cover payroll.

The Solution

Within a few weeks, Ziella implemented Reach's Merchant of Record services, a decision driven by Reach's capacity to streamline global payment complexities. Key features of the solution included:

Transparent, Real-Time Support

Ziella's previous solution lacked direct communication and timely responses. Reach solved this by providing direct access to their team via Slack, ensuring quick and efficient issue resolution.

Stable, Scalable Payment System

Ziella, a rapidly growing brand, needed a payment platform that could handle fluctuating transaction volumes. Reach's solution provided the necessary infrastructure to process payments without revenue holds, enabling Ziella to capitalize on periods of high demand and plan for future growth.

Seamless Onboarding Experience

Reach delivered a fast, personalized, and frictionless onboarding process with clear documentation and hands-on support, ensuring a smooth transition and minimizing delays.

Ability to Launch into New Markets Without Delays

Reach provides the infrastructure and expertise to navigate international payments and compliance, enabling Ziella to launch into new EU markets with ease and confidence.

The Outcome

Scaling ad campaigns and responding to viral demand became possible without liquidity issues.

Seamless launches into new markets were possible with established infrastructure powered by Reach & completed with full compliance.

Improved support, transparency, and returns experience led to fewer chargeback disputes, with support from Reach.

By outsourcing their global payments solution, Ziella can focus on creativity and customer experience, not payments.