Problem
You received a notification that your assigned collection partner declined your case. Your case status may show "Collecting Quotes" or the case may have been closed.
Why partners decline cases
Collection partners review every case before accepting it. They use local knowledge and tools to assess whether a debt is collectible in their jurisdiction. Partners may decline a case for reasons including:
Below minimum threshold - The case amount is below the partner's minimum (typically $100 USD equivalent for pre-legal collection)
Untraceable debtor - The partner cannot verify or locate the debtor's address or contact information
Out of jurisdiction - The case is outside the partner's agreed geographic coverage areas
Time-barred debt - The debt has passed the statute of limitations and is no longer legally collectible
Regulatory restriction - The partner is not licensed or authorized to collect in the specific jurisdiction
Debtor insolvency - The debtor is bankrupt, deceased, or the company is dissolved
Missing essential information - Critical information is missing that the partner needs to proceed
Conflict of interest - The partner has competing interests that prevent them from taking the case
Disputed debt - The case is disputed or requires legal action rather than pre-legal collection
When a partner declines, they provide a reason. Debitura generates a message explaining the decline, which you receive via email notification.
What happens after a decline
After a partner declines your case, one of two things happens depending on your account settings:
Scenario 1: Case sent to the partner network (default)
By default, declined cases are automatically shared with Debitura's network of qualified collection partners. Your case status changes to "Collecting Quotes" and the following process begins:
Debitura matches your case to other eligible partners based on jurisdiction, case amount, and debtor type
Matched partners receive an invitation to review your case and submit a quote
Partners have up to 72 hours (or until the maximum number of quotes is received) to submit quotes
You receive an email when quotes are ready for review
You review the quotes and select the best option for your case
Once you select a winning quote, the case moves to "Active" and the partner begins collection
See Compare quotes and select a winner for guidance on evaluating and selecting quotes.
Scenario 2: Case closed (network sharing disabled)
If your account has network sharing disabled, the case is closed when a partner declines. You receive a notification that the case was closed. If you want to resubmit the case or explore other options, contact Debitura support.
How to check your case status
Log in to your Cases page to view the current status of your case. If the case is in "Collecting Quotes" status, quotes are being gathered from the network. If you have quotes waiting, you can review and select them from the case detail page.
For more information about what each status means, see Case status definitions.
What you can do to speed up reassignment
If your case was declined due to missing information or data quality issues, you can help speed up the process by ensuring you have provided:
Complete debtor contact details - Full name, company name (if applicable), address, email, and phone number
Valid supporting documents - Invoice copies, contracts, delivery confirmations, or other evidence of the debt
Accurate claim amounts - Principal amount and any applicable interest or fees
Correct jurisdiction information - The country and region where the debtor is located
If you believe you can address the reason for decline, you may be able to provide additional information via the case communication thread. Partners and Debitura support can request specific details through the platform.
For reference on what information is required for case submission, see Case eligibility.
Can I request a specific partner?
Partner assignment is handled automatically by Debitura based on partner coverage and case matching rules. You cannot directly request a specific partner. However, if you have concerns about your case assignment or need a partner change after assignment, see Can I change the collection partner on my case?
Escalation
If your case has been declined and you have not received quotes within 5 business days, or if you have questions about why the case was declined, contact Debitura support and include:
Your case reference number
The decline reason you received (if any)
Any additional information you believe is relevant