Guide for firms
Creditor proposal tracking for debt mediation firms
Creditor negotiations produce a lot of small decisions: what was offered, when it was sent, who replied, which terms changed, and what the client eventually accepted.
If those decisions live across email, phone notes, and separate spreadsheets, it becomes difficult to know which terms are current. A structured proposal record gives the team one place to check. It usually follows an affordability assessment and sits in the middle of the firm's mediation workflow.
Start with one proposal per account
Do not treat a client's creditors as one undifferentiated list. Each account may have a different balance, instalment, contact, response, and agreed term.
For each account, record:
- creditor name;
- account or reference number;
- balance used for the proposal;
- current instalment;
- amount being offered;
- requested term or change;
- proposal date; and
- contact details or channel used.
If a figure is estimated, label it. A proposal record should make clear what the creditor was asked to consider.
Use clear proposal statuses
A simple status helps the team see what needs attention:
- draft;
- ready to send;
- sent;
- awaiting response;
- accepted;
- rejected;
- counter-offer received; or
- closed.
Keep status names consistent. “Sent” should not mean one thing to an agent and another to a mediator.
Record responses where the account lives
When a creditor replies, save the response against the relevant account and record:
- date received;
- person or department that replied;
- response type;
- terms offered;
- conditions attached;
- follow-up date; and
- the next action.
The original email or letter can remain attached to the record, but the important decision should also be visible in a structured field or note. That saves the next person from reading an entire inbox to find the answer.
Keep versions when terms change
Negotiations rarely move in a straight line. A creditor may accept one amount, counter with another, or agree to a term subject to a condition.
Keep enough history to answer:
- What was first proposed?
- What did the creditor reject or change?
- Which terms were eventually accepted?
- When did the accepted terms take effect?
Do not overwrite the previous proposal without a note. If the current arrangement is disputed later, the practice should be able to show how it was reached.
Set follow-ups that someone owns
“Follow up with creditor” is not a complete task. Assign it to a person and give it a date.
Useful follow-up types include:
- proposal not acknowledged;
- documents requested by creditor;
- counter-offer awaiting client approval;
- accepted terms awaiting written confirmation;
- payment instruction to confirm; and
- arrangement review date.
The owner should be able to see their open follow-ups without searching every file.
Separate negotiation notes from client advice
Keep a factual record of what the creditor said and what the practice decided to do. If the mediator gives the client options or recommendations, record that conversation separately and clearly.
DebtDesk is a record-keeping tool. It does not provide legal or financial advice and does not decide whether a proposal is suitable.
A useful proposal record
At a glance, a team member should be able to see:
| Creditor | Creditor A |
|---|---|
| Account | Account reference |
| Balance used | R42,000 |
| Proposed instalment | R1,200 |
| Date sent | 12 August 2026 |
| Current status | Counter-offer received |
| Counter-offer | R1,350 for 36 months |
| Next action | Mediator to discuss with client |
| Due date | 15 August 2026 |
The figures above are illustrative. Each practice should use the fields and terms appropriate to its process.
How DebtDesk supports proposal tracking
DebtDesk keeps creditor accounts, proposal details, responses, notes, and follow-ups together in the client's case. Teams can see what is outstanding and which terms are current without rebuilding the history from email. Accepted terms then flow into payment distribution records for each month.
The practice remains responsible for sending proposals, reviewing responses, confirming accepted terms, and communicating accurately with clients and creditors.
Common questions
Should each creditor get a separate proposal?
Usually, yes. Each creditor has its own account, balance, payment terms, and response. Keeping proposals at account level makes the final arrangement easier to check.
How long should a proposal stay open?
That depends on the creditor and the practice's process. Give every open proposal a next action and review date rather than leaving it indefinitely in an inbox.
What should I do with a phone response?
Record the date, the person spoken to, the terms discussed, and the next step. Request written confirmation where the terms affect the client's arrangement.
Does DebtDesk contact creditors automatically?
DebtDesk records proposal information and responses. Whether the practice sends proposals by email, message, or another channel depends on the practice's workflow and permissions.
For mediation firms
See proposal tracking on a real file
Book a DebtDesk walkthrough to see how a team can move from affordability to proposal status without losing the negotiation history.
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