A customer asks for the debt to be waived
A request to write off the debt deserves a fair hearing, a clear process, and an honest answer — not an instant yes or a reflexive no.
What this scenario teaches
- Take a waiver request seriously without committing on the spot
- Distinguish full waiver from partial relief or a pause
- Apply a consistent, fair process to such requests
- Refer to counselling so any decision is well-founded
- Communicate the outcome clearly, whatever it is
5 min read
The scenario
A customer asks, sometimes desperately, for the debt to be wiped — because of severe illness, a permanent loss of income, or a situation they say they will never recover from. It is a significant request, and the temptation is either to refuse outright or to agree just to end an uncomfortable call.
Neither extreme is right. A waiver request calls for a fair, considered process and an honest response, even where the answer is ultimately no.
What's really going on
Waivers — writing off some or all of a debt — are a genuine hardship tool, usually reserved for cases where there is no realistic prospect of payment: permanent incapacity, terminal illness, or sustained income loss with no recovery in sight. They are not the default, but they exist for a reason, and a blanket refusal to consider one can be unfair.
There is a spectrum between full waiver and normal collection: partial write-off, a long pause, a token settlement. The customer asking to "wipe it" may actually be served by one of these. Whatever the route, the request deserves consistent treatment and a decision the customer can understand, made on the facts rather than on how forcefully it was put.
Your options
- Hear it out. Take the request seriously and gather the circumstances.
- Offer the spectrum. Consider a partial reduction, a long pause, or a settlement, not just yes or no.
- Follow process. Apply whatever consistent criteria the business uses so like cases are treated alike.
- Refer for support. The National Debt Helpline (1800 007 007) can help frame and substantiate a genuine case.
Recommended approach
Respond seriously and without false promises: "That's a significant request and I want to handle it properly — let me take down your situation and we'll consider it fairly." Gather the circumstances, explain the range of possible outcomes, and apply a consistent process rather than deciding on the spot. Where the case looks genuine, suggest counselling so it is well-founded.
Communicate the outcome plainly, with reasons, whatever it is. Merion's commitment to fair treatment runs through the Merion site.
What to avoid
Do not agree to a waiver on the spot just to escape a hard conversation, and do not refuse to even consider one out of habit. Avoid treating identical situations differently depending on who pushes hardest — inconsistency is both unfair and indefensible. And do not leave the customer hanging without a clear answer and the reasons behind it.
The lesson
- Take waiver requests seriously, but do not commit on the spot.
- Consider the spectrum — partial relief, long pause, settlement — not just yes or no.
- Apply a consistent process so like cases are treated alike.
- Communicate the outcome clearly, with reasons, whatever it is.
Frequently asked questions
When is a full waiver appropriate?
Typically where there is no realistic prospect of payment — permanent incapacity, terminal illness, or lasting income loss with no recovery in sight. It is the exception, not the default.
Can I offer something between waiving and full payment?
Yes. A partial write-off, a long pause, or a token settlement often serves a struggling customer better than an all-or-nothing answer.
How do I keep waiver decisions fair?
Apply consistent criteria so similar situations get similar outcomes, base the decision on the facts rather than on pressure, and explain the reasons to the customer.
Real situations, the right call
When an account goes past talking, Merion recovers it — commission-only, no upfront fee.