Goal
Submit a monthly progress report for an active case by completing the case survey in the partner portal. This notifies the creditor and creates a record of your collection activity.
Prerequisites
You are logged in to the partner portal
The case is in Active status (see case lifecycle)
You are assigned as the collection partner for the case
A "Reply to case survey" task has been created for the case
Steps
Open your Tasks. Go to Tasks in the partner portal. Look for tasks with the title containing "Reply to case survey" or the case reference you need to update.
Click the task to open the survey. The task links directly to the survey form for that specific case. The right-hand panel shows a reference summary with debtor, creditor, financial data, and collection period status.
Select the current case status. Choose Active, Paused, or Closed. The form adapts based on your selection.
If Active - complete the update flow. The form walks you through several steps:
Payment check: Has the debtor made a payment? If yes, record the payment details. If the case is fully paid, you can close it directly.
Contact status: Has the debtor been contacted, not contacted, or not traceable?
Debtor response (if contacted): Is the debtor in dialogue, promising to pay, disputing the claim, or unresponsive? If the debtor promises to pay or agrees to an installment plan, you must upload documentary proof - this creates a collection period extension of 12 months. If the debtor disputes the claim, you can record the dispute details and upload supporting documents.
Actions taken: Select action chips for each type of collection activity (demand letter, phone calls, email, SMS, physical visit, skip tracing, negotiation). Each chip opens a detail panel where you add individual entries with dates and notes. Available action types depend on the contact status you reported.
Comments: Optional free-text comment. Required if you did not select any action chips.
What happens next: Choose your recommendation - continue pre-legal collection, recommend legal action, or suggest additional services. Each option requires a brief explanation.
If Paused - select a reason and who needs to act. Choose a pause reason from the list (such as awaiting client information, client needs to make a decision, payment plan in progress, legal proceedings pending, or dispute under review). The platform creates a follow-up task for whichever party must act to unblock the case - either you or the creditor. A badge on each option shows who will receive the task. Provide details explaining what is needed to unblock the case.
If Closed - complete the close case form. You are redirected to the standard case closure flow.
Review and submit. A timeline preview shows what will be recorded on the case. Review your entries and submit the survey.
Result
After you submit the survey:
Structured timeline entries are created for the case - a summary note consolidating your selections, plus individual records for each logged action (one note per demand letter, email, SMS, visit, skip tracing, or negotiation entry; call records with outcome and duration for phone calls). A single submission typically generates several timeline entries.
The creditor receives a notification in their portal
Your task is marked as complete
If you recorded a promise to pay or installment agreement with proof, the collection period is extended by 12 months
If you paused the case, a follow-up task is created for the responsible party with a 14 business day deadline
If the debtor disputes the claim, a dispute record is created on the case
📋 Non-Exclusive Partners
The monthly update process works the same way for Legal Network partners. Once you have an active case assigned to you (after winning a quote), you will receive monthly survey requests just like exclusive partners.
Tips
Update frequency: Surveys are generated monthly while the case remains active. You can also update the case at any time outside the survey by using the case detail page to log notes and calls.
Meet your deadline: Each survey task has a deadline. Complete it on time to maintain good standing. See Tasks for more on managing deadlines.
Alternative entry point: You can also access the case survey from the case detail page. Go to Cases Received, open the relevant case, and look for the survey prompt or pending task.
Collection period pre-selection: If the collection period has more than 30 days remaining, "Continue pre-legal collection" is pre-selected as the recommended next step. When the period is ending or expired, you must make a deliberate choice.