What are the phases of consumer collections?

Trustly currently has 3 phases of collections a consumer may experience if they don't pay off outstanding debt.

Merchant Collections Phase:

In this phase, Trustly informs the merchant of return events and the merchant attempts to collect funds from the consumer. This duration varies by merchant, and some merchants do not participate in this phase at all.

Agency / 3rd Party Collections Phase:

In this phase, the consumer's information is sent to a collections agency. In most cases, the agency is InDebted or TrueAccord. In some cases, the agency is a TeleCheck partner.

Self-Pay Collections:

In this phase, the consumer pays the debt directly to Trustly. There is no set duration for this phase and consumers may pay the debt directly at any time, unless it has been referred for litigation.

Note: If a payment is unsuccessful due to non-sufficient funds (NSF), we automatically attempt to process the payment a second time through a Retry Transaction. Review the related article to learn more.