Calling creditors to buy time: a practical script

Why the call matters as much as the money

In almost every business emergency, there’s a person on the other side: a supplier’s credit manager, a landlord’s agent, a lender, a conveyancer, an ATO officer. What they do next depends heavily on what they hear from you — and when.

Silence tells a creditor to assume the worst. They escalate: stop supply, issue a notice, pass it to collections or lawyers. A clear, early call does the opposite. It shows intent, gives them something concrete to report upwards, and often buys the days you need for funding to land.

The best call can also reduce what you need to borrow. A creditor who’ll accept half today and half in 30 days has just halved your emergency.

Before you dial: three things to know

1. The amount you believe is owed, and the invoices it relates to.
2. What you can pay now, without borrowing.
3. When funding could realistically land, based on your route — today, within 24–48 hours, or this week. The emergency triage tool gives a quick read.

Only offer what you can definitely deliver. A broken promise does more damage than the original late payment.

The script

1. Get to the right person “Hi, it’s [name] from [business]. Could I speak with whoever looks after our account in credit or accounts?”

2. Confirm the facts “I’m calling about our account. Can you confirm the overdue balance and which invoices that covers?”

Write it down. Check it against your records.

3. Explain briefly “We’ve had [a customer pay late / a breakdown / an ATO notice] this month, which has put us behind.”

One or two sentences. Don’t over-explain or apologise at length.

4. Make a specific offer “Here’s what I can do: I can pay $[X] today, and I’m arranging funding for the balance of $[Y], which I expect by [date]. Could you hold off [stopping supply / further action] on that basis?”

5. Ask what they need “Is there anything else you’d need from me to keep the account open?”

6. Agree and confirm “So we’ve agreed $[X] today and $[Y] by [date]. I’ll email you now to confirm.”

7. Follow up in writing Send a short email within the hour summarising the agreement.

Adapting the script

Creditor	Who to ask for	What they usually want	Tip
Trade supplier	Credit manager	Oldest invoices cleared, firm date	Part payment often reopens the account
Landlord	Property manager or landlord	Arrears plan, rent on time from now	Offer to pay next month’s rent on time as proof
Conveyancer / other side of settlement	Your conveyancer	Funds by settlement time	Your conveyancer negotiates for you
Equipment financier	Hardship or collections team	Missed repayments caught up	Ask about a short arrangement
ATO	ATO or your tax agent	Lodgements up to date, payment or plan	See talking to the ATO
Statutory demand creditor	Their solicitor	Payment or agreement within 21 days	Speak to your solicitor first

What creditors are really listening for

Credit managers make decisions all day about who will pay and who won’t. They’re listening for:

• Specifics: amounts and dates, not “soon”.
• Ownership: the owner or director calling, not someone junior.
• Consistency: what you say matches what you then do.
• Realism: an offer that matches your situation.
• Early contact: calling before the due date or the notice expiry.

You don’t need to be persuasive. You need to be clear and reliable.

Illustrative example: two calls, two outcomes

Illustrative only. Two Adelaide cafés each owe the same coffee roaster $14,000, 45 days overdue.

The first owner avoids calls for two weeks. The roaster stops supply on a Friday, and the café runs out of beans on Saturday morning.

The second owner calls the roaster’s credit manager on the Tuesday before the account goes to stop. She confirms the balance, explains that a catering client paid late, and offers $5,000 that day and $9,000 within ten days from a short-term loan she’s arranging. The credit manager agrees, notes the account and keeps supply running. She pays both amounts on time — and later gets better terms.

Same debt, same roaster, very different week.

When the answer is no

Sometimes a creditor can’t or won’t agree to more time. That’s frustrating, but useful: you now know exactly how much you need and by when. That’s the brief for your funding. If the deadline is today, see money today; the first-hour checklist covers the rest of the routine.

If you believe a creditor is acting unfairly under your agreement, the Australian Small Business and Family Enterprise Ombudsman offers dispute support.

Keep every promise

The call buys time; keeping the promise keeps the relationship. If something changes, call again before the date — not after. One reliable follow-through can turn a stressed account into a stronger relationship than you had before.

How to write the follow-up email

The email after the call matters as much as the call. It turns a conversation into a record, and it gives the creditor something to forward to their manager. Keep it short:

Hi [name],

Thanks for your time today. To confirm what we agreed: we’ll pay $[X] today by bank transfer, and the balance of $[Y] by [date]. You’ll keep [supply open / further action on hold] on that basis. I’ll send a remittance as each payment is made.

Regards, [name, role, business, phone]

Send it within the hour. Then send a remittance the moment each payment is made. Those two small habits build credibility faster than anything you can say on the phone.

What if I can’t get through to the right person?

Large organisations can be hard to reach. Try:

• Asking for the credit or collections team by name, not general enquiries.
• Replying to the most recent overdue notice — it often goes straight to the right inbox.
• Asking your account manager or sales rep to make an introduction to credit.
• Leaving a clear voicemail with the amount you’ll pay and the date, then emailing the same message.

Keep a short log: who you called, when, and what was said. If the account escalates despite your efforts, that record shows you engaged in good faith — useful in any later dispute and reassuring to any lender looking at the situation.

Calling about a debt you dispute

If you believe some of the amount is wrong, separate the two parts. Pay or commit to the undisputed portion, and raise the disputed portion in writing with the reasons. Mixing them gives the creditor a reason to treat the whole amount as unpaid. If the dispute relates to a statutory demand, speak to a solicitor before the call — the deadline to apply to set it aside is strict.

Line up the funding behind your promise

Once you’ve agreed a plan, make sure the money arrives as promised. Start your 60-second enquiry and tell us the amount and date you’ve committed to.

There’s no credit check when you first enquire, and we won’t send your details to a crowd of lenders. One specialist reads it and calls you back with a route that meets your deadline. Please be accurate about what you’ve agreed with the creditor, so we fund the right amount on time and your promise holds. See if you qualify.