Real-World Example
Jane has a special hardship situation, so ABC Collections creates a custom settlement offer just for Jane. The offer should be connected only to Jane’s consumer account.
When another consumer logs in, they should not see Jane’s custom offer. If Jane accepts it, the system should move her through the correct payment or settlement flow.
Visual Flow
How It Should Work
- It should allow custom terms for selected consumers when needed.
- Custom offers should apply only to the intended consumer account.
- An eligible Individual Custom Offer should take priority over Group, Subaccount, and Master terms.
- A new Individual Custom Offer may replace a delivered offer only while the account remains eligible for offer refresh.
- Once protected negotiation or payment activity begins, the consumer should continue using the delivered offer snapshot.
- The creditor should be able to review custom offer activity separately from standard pay terms.
How It Should Not Work
- It should not accidentally apply one consumer’s custom offer to another consumer.
- It should not override standard rules without clear intent.
- It should not replace the delivered terms of an active negotiation.
- It should not keep inactive or expired custom offers available.
Last modified on July 30, 2026
