Frequently Asked Questions

Find answers to the most frequently asked questions about our services and debt collection process.

We have compiled a list of questions that were posed frequently to hopefully serve as a reference  and possibly assist you with your queries about our services. If we have not offered an answer to your queries in the list below, do not hesitate to contact us.

How do you recover outstanding debts?

Our amicable process consists of a combination of letters, email and calls.The exact sequencing of our letters and calls will vary country to country based on Atradius Collections experience of what constitutes the most effective process.

For all countries the first reminder letter is sent within 48 hours of receipt of the case with a follow up call made, where appropriate, dependent on the country between 1 to 10 days after the first reminder is sent. If there is no immediate positive response from the debtor then additional reminders and calls are made to the debtor of differing intervals dependent on the country.

Learn more about our debt collection process here.

How do you go about reaching the debtor?

We try to reach the debtor via email, phone calls and sometimes even fax, depending on the debtor information that is available. We also go about trying to trace and find additional information to get in contact with the debtor. In some circumstances agents will also be used to contact the debtor at the business premise.

Do you recover old debts?

In collecting overdue debts, time really is money. We accept old invoices but there are limitations on how old the invoices can be and the chances of recovering the debt narrows. Please note for debts placed where the oldest invoices is over 180 days overdue an extra 2% commission will be charged on-top of the standard commission following a successful recovery.

Can we place multiple cases with you?

Yes, you can place as many cases as you would like us to handle. You can also place one case with us and continue to place cases as they become overdue.

How does the legal action work?

If we are not successful if the amicable phase, the collector will assess the case for legal action based on financial status of the debtor, age of the debt, the likely cost of legal action, available documentation and likely chance of success. The timescale and cost of legal action will differ dependent on the country of the debtor and size of the debt. The decision to go ahead with legal action lies with our customer. The cost will be charged back to our customer.

How long do each case take?

Our amicable case handling typically lasts on average about 90 days. This can sometimes vary depending on the status of contacting the debtor which could be sooner or later. If we are not successful in the amicable phase, then we will provide you with our recommendations for further action.

Is there a minimum threshold for the amount ?

There is no threshold for us to collect, but depending on the amount of the debt which dictates the rate that we charge, it varies on the value band.

Will I be charged if I want to discontinue?

If you choose to withdraw the case against our recommendation during the amicable phase, a withdrawal fee may apply. However, you can choose the close the file at the end of our amicable phase at no cost.

It would depend on the case and the status of those. Each one is different and depends on other criteria that is pertaining to the individual cases.

What are the upfront costs, if any?

There are no upfront costs, (for us there are upfront costs called introduction fees – Most countries should have these introduction fees in place)We charge an introduction fee based on the location of the debtor. This is a one-off fee following by which we only charge commission on successful collection.

What is Collect@Net?

This is our online tool that helps our client be aware of anything that is happening on the case. You can:

  • Access each case that they have placed with us
  • View the history of the case
  • Contact the collector working on the case
  • Produce different reports

Who do I ask for updates?

You can either contact the collector that is handling the case in Collect@Net or by contacting the Customer Relationship Team member that is assigned to you.

What do you need from me?

When you place a case with us, we request as much information that you can provide. Typically we need invoices and contracts as a must have, but also statement of accounts and correct debtor contact information.

Costs associated with successful collection?

The commission charged is only charged on the amount we collect. We will also apply cost and interest at the statutory rate where applicable (determined by the laws of each country). 

  • Domestic case: if we are able to collect these cost and interest we will pay this amount back to you.
  • Export case: if we are able to collect cost and interest on export cases (cases outside of your registered business location) we will retain these costs.

Please note for debts placed where the oldest invoices is over 180 days overdue an extra 2% commission will be charged on-top of the standard commission following a successful recovery.

Can I place debts for collections online?

Yes, our online tool Collect@Net allows our clients to upload cases into our system. They can also upload multiple cases at once. Collect@Net helps our client be aware of anything that is happening on the case.

What are the services that you provide?

We have several services that we offer and can be tailored based on your needs.

Click here for the listing of our services.

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The statements made herein are provided solely for general informational purposes and should not be relied upon for any purpose. Please refer to the actual policy or the relevant product or services agreement for the governing terms. Nothing herein should be construed to create any right, obligation, advice or responsibility on the part of Atradius, including any obligation to conduct due diligence of buyers or on your behalf. If Atradius does conduct due diligence on any buyer it is for its own underwriting purposes and not for the benefit of the insured or any other person. Additionally, in no event shall Atradius and its related, affiliated and subsidiary companies be liable for any direct, indirect, special, incidental, or consequential damages arising out of the use of the statements made information herein.