Regulatory Alerts2025-05-26
Payment Behavior in the Default Phase - AFM and in3 Research
The Dutch Authority for the Financial Markets (AFM) and BNPL provider in3 conducted a study on 7,425 customers to evaluate how modifying the customer journey affects payment behavior during the default phase. The research found that delaying the handover to a collection agency by 14 days did not reduce the proportion of customers with outstanding debts two months later, but it significantly decreased the number of customers incurring collection costs. This benefit was primarily driven by an additional reminder, which proved most effective when it included specific information about the consequences of late payment.
Share