The Three Types of Debtors & How to Respond to Each

Recovering debt while maintaining customer relationships is a delicate balance. At EC Credit Control, we know that understanding your debtor’s mindset is key to successful recovery. Not all debtors are the same, and tailoring your approach can make all the difference. Here are the three main types of debtors—and how to respond to each one effectively. Plus, we have a free downloadable infographic you can use to help you manage your debtor conversations.

1. The Struggling Debtor

These customers want to pay but are facing financial hardship. They may be dealing with cash flow issues, unexpected expenses, or economic pressures. Typically, they have a history of timely payments and good communication.

How to Respond:

Show empathy and listen actively. Acknowledge their situation and offer support.
Offer flexible payment plans. Break the debt into manageable instalments or extend terms where possible.
Document everything. Confirm agreements in writing and keep records updated.

💡 Tip: Use validating language like “I understand this must be a tough time” to build trust and cooperation.

2. The Disorganised Debtor

These customers miss payments due to oversight or poor organisation. They’re not avoiding payment—they just need reminders and better systems.

How to Respond:

Send invoices promptly. The sooner they receive it, the more likely they are to pay.
Use friendly reminders. A polite nudge before the due date can be very effective.
Make payment easy. Offer multiple payment options and ensure your details are clear and accessible.

💡 Tip: Test your payment process across devices to ensure it’s user-friendly.

3. The Deliberate Non-Payer

These are the most challenging debtors. They may be intentionally delaying payment, disputing charges without basis, or ignoring communication.

How to Respond:

Stay firm but fair. Keep communication professional and focused on solutions.
Escalate when needed. If payment hasn’t been received after 90 days, it’s time to engage a debt collection agency.
Use professional services. EC Credit Control is trained to handle difficult conversations with care and professionalism.

💡 Tip: Script your opening and closing statements for tough conversations to stay focused and calm.

Why Categorising Debtors Matters

Recognising which type of debtor you’re dealing with helps you:

Save time
Improve recovery rates
Maintain customer relationships
Protect your reputation

At EC Credit Control, we believe debt recovery doesn’t have to be confrontational. With the right mix of empathy, clarity, and professionalism, you can recover what’s owed while keeping your business relationships intact.

✅ Download the infographic and use it as a guide in your conversations with debtors.

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About EC Credit Control

We are a New Zealand owned credit management agency that has been supporting Kiwi businesses for over 30 years. As a specialist in debt resolution and developing business terms and conditions of trade, we have the tools and expertise to help minimise the risk to any business that offers credit. For a free no-obligation consultation, get in touch with your local Business Support Specialist.

What our customers say

      EXCELLENT  
   Based on 227 reviews 
    
 
 
 
   
 
 
       Posted on Google  
   
   Nicky Hughes 
 1 November 2026
 
 
 Trustindex verifies that the original source of the review is Google. EC Credit are excellent at assisting in debt collection.  They are organised and efficient.  The team understand the best way to work with individuals and businesses to obtain results.  T=EC have access to the best legal support needed to navigate the tricky work of statements of claims, statutory demands and other legal tools.  I have worked with other providers and can confirm the results from EC are better.  In one recent case we secured a 100% recovery of monies owed.
  
 
      Posted on Google  
   
   Jess Browne 
 1 November 2026
 
 
 Trustindex verifies that the original source of the review is Google. Very efficient, quick response. proactive. Excellent communication and support.
  
 
      Posted on Google  
   
   Jamie Pohl 
 16 October 2026
 
 
 Trustindex verifies that the original source of the review is Google. EC Credit Control have been fantastic to work with. They made updating our Terms of Trade a smooth and straightforward process, and their team has been responsive and helpful every step of the way. Highly recommend their services.
  
 
      Posted on Google  
   
   Voiptel Business 
 7 October 2026
 
 
 Trustindex verifies that the original source of the review is Google. Implementing any new system can be challenging. Changing our terms and conditions was pretty much painless with Tony. He came in to assist with the Xero and Workflowmax integration and didn't leave until we had it working. The only thing I would like to suggest is you sort out Tony's outgoing calling ID so that it doesn't look like he is in Hawkes Bay. This is something we do and can assist you with.
  
 
      Posted on Google  
   
   Sam Bennett 
 5 September 2026
 
 
 Trustindex verifies that the original source of the review is Google. They have helped us from when we started our plumbing business.
Very helpful along the way.
Ascend Plumbing
  
 
      Posted on Google  
   
   Keith Tarsau 
 28 August 2026
 
 
 Trustindex verifies that the original source of the review is Google. Great team, great communication and great results. Thank you so much for your help!
  
 
      Posted on Google  
   
   Alicia Mander 
 26 August 2026
 
 
 Trustindex verifies that the original source of the review is Google. I've used EC Credit Control for a number of years across several different companies and have consistently had a positive experience. They provided a comprehensive set of Terms of Trade that were practical, well-structured, and easy to implement within our business.

A particular mention goes to Shaun Irvin, who was excellent to deal with throughout the process. His communication was prompt, professional, and clear, making the entire engagement straightforward and efficient.

Based on my experience, EC Credit Control delivers a reliable service backed by knowledgeable staff who genuinely understand the needs of New Zealand businesses. I would happily recommend them to any organisation looking for credit management support, documentation, or advice.
  
 
      Posted on Google  
   
   Doug Vause 
 24 August 2026
 
 
 Trustindex verifies that the original source of the review is Google. I am very happy to endorse the work and accomplishments of our experience with EC Credit Control. The initial sales connections were collegial and constructive as they guided us through the process, never rushing and letting us set the pace. Ordinarily, we don't incur bad debts, but a client had problems processing our payments due to an internal systems problem, and we needed help. Once engaged, EC Credit Control were very effective, with a very quick payment from our client. Evidently, they treated our client with courtesy and respect, and we maintain positive relations with our client. Well done, thank you.
  
 
      Posted on Google  
   
   NZFADE 
 19 August 2026
 
 
 Trustindex verifies that the original source of the review is Google. Brilliant company, had a debt sorted within a week, that had taken a month on my end to sort. Thank you.
  
 
  
  
 
    Verified by Trustindex  Trustindex verified that these reviews were published on EC Credit Control (NZ) Ltd's Google Business Profile. Learn more

EC Credit Control offers you total debt management. Operating since 1989 we have the experience, skills and expertise to deliver these services to your business promptly and efficiently.

We’ve put together some brief stories that highlight what and how we’ve been able to help our clients.

EC Credit Control is today a recognised leader in the Debt Collection and Credit Management industries.

0800 324 768

The Three Types of Debtors & How to Respond to Each

1. The Struggling Debtor

2. The Disorganised Debtor

3. The Deliberate Non-Payer

Why Categorising Debtors Matters

Need Help with Overdue Accounts?

Get more information

About EC Credit Control

What our customers say

Contact us

Freephone 0800 324 768

Phone 06 835 1800

Click to Email

What we offer