FAQ'S - Complaint Management

Q: In which countries can you collect my unpaid invoices?

A: We collect debts in nearly all countries in the world. We work with specialised collectors who are familiar with local legislation and culture which of course increases the chance on a successful recovery. For the countries where we don’t have offices, we operate in partnership with a network of lawyers and debt collections agents.

Q: I just received my Collect@Net log-in but I’m not sure how to use it. Can you help me?

A: Please contact your local Customer Relations Team for support.

Q: What type of documents do you need to start a collections case?

A: If you use Collect@Net to transfer the case to us, we do not need any additional documents to start the collections process. During the collections process we might require some additional information in which case we will contact you. For completeness of information, however, you might want to upload all the relevant documents (e.g. copies of invoices, terms&conditions etc) to Collect@Net at the same time as you hand over the collections case to us.

Q: How can I check the latest status of my collections case?

A: Our online tool Collect@Net provides full information on both case level (including collector’s notes) and portfolio level. In addition, we provide on-line reports on our service levels, so you can always control our performance.

Q: Will the debtor make payments directly to me or to Atradius Collections?

A: We will always encourage the debtor to pay to Atradius Collections since we are managing the case and capturing all related activities. Should the debtor pay directly to you, please let us know as soon as possible so we can close the case. The easiest way for you to inform Atradius is to register the payment in Collect@Net.

Q: How long does it usually take for you to recover the debt?

A: There are a number of factors which can influence the speed of a debt collection process. We will of course begin our activity immediately upon receipt of the case and will aim to provide you with a recommendation on recovery prospects within one month. However, there will be other factors, such as the debtor’s financial situation, local regulations, and legal environment in debtor’s country, which can influence the length of the process.

Q: What should I do if the debtor contacts me after I handed over the case to Atradius Collections?

A: We suggest you should always refer the debtor back to us since we need to be aware of the last developments of the debt recovery process.

Q: We’ve received an invoice related to your success fees on the collected due amount. The case was only handled by Atradius for a week, is there a possibility to reduce the costs?

A: The fees we charge to our customers are based on successfully collected amounts irrespective of the time we spend on it.

Q: I received a closing letter informing me about debtor’s full payment. However, I have not yet got the money in my bank account. When can I expect the money to be paid?

A: We commit to repay collected amounts within 2 weeks upon receipt of the money by our bank.

Q: Once you’ve exhausted all amicable options, how will you inform me about the suggested next steps in my collection case?

A: At the end of the amicable phase, the collector will provide you with a thorough advice. Our collectors are familiar with the local legislation, court procedures and culture. Next to this we have local lawyers who support our collectors where needed. We will get back to you seeking approval before incurring any additional costs.

Q: What are the costs of a legal procedure?

A: The cost of legal action differs from country to country and is often dependent on the size of the debt. Whenever we advise you to initiate a legal procedure, we will provide you with an estimate of the related costs.