How much sympathy should I have for people failing in their obligations due to personal struggles?

In the past two years, I've witnessed two businesses (both one-person operations) crash and burn due to the owners' inability to continue to operate while suffering from severe depression. I don't know the trigger in the first case, but in the second case, the depression was precipitated by a divorce, then the murder of a toddler in the family. The business is online, and unhappy customers have been airing their frustration with the fact that they never received goods already paid-for. Some friends are stepping in to help, but the owner's reputation has been ruined. How much slack should I -- or others aware of the situation -- cut the owner? How far should my sympathy go?