Goal
Request missing information (such as invoices, contracts, or delivery proof) from the client so you have what you need before starting collection work on a case.
Steps
Open the case from Cases.
Go to Cases or your Accept or decline case task and open the case that requires additional information.Review what documentation is missing.
Check the case details, uploaded files, and any comments from the client. Common documents you might need include:
Original invoice or signed contract
Proof of delivery or service completion
Payment reminders or correspondence with the debtor
Bank statements showing disbursement (for loan claims)
Evidence addressing any disputes
Choose Request more information.
A case you are collecting that is in Pending Verification opens on the New case page. Under What do you want to do with this case?, choose Request more information. If the page instead asks Can you take this case on your standard terms?, select the Request more information link under the two answers. See case status definitions for details on what you can do in each status.Say what you need.
Under What do you need from the client?, describe the specific documents or information, why you need them and any deadline. Your question is sent inside your standard request message; open Message to [client] to see the full text. Select Request more information. The case moves to More Info Required and the client is notified. You do not need to send a separate chat message. To share example files, send them in the case chat afterwards.Wait for the client to respond.
Your request is posted in the case chat and the client is notified by email, usually within about two hours because requests are grouped into one digest. A task is also created for them with a deadline of 14 business days. This is a soft deadline - it prompts the client to respond but does not automatically close the case if it passes. You can track your open tasks via Tasks.Once you receive the information, set the case to active or close it.
Select Update status on the case, keep The collection process is active and select Set to active. If the case cannot proceed, use Close case.
Result
The case is placed in "More Info Required" status. The client receives an email notification and sees a task prompting them to respond. All messages and files are stored in the case chat, creating a complete audit trail.
When the client marks the information request done, or uploads a file while the case is in More Info Required, you receive a Client answered your request task. Open the case's files and chat, review what the client supplied, and continue the case. The task is due in 7 business days. It clears when you reply in the case chat, move the case out of More Info Required, or mark it done. The case does not return to verification automatically. Repeated uploads keep one open task; a later response after you have dealt with it can open a new one.
If the client never replies
Nothing closes the case for you. There is no reminder ladder and no automatic closure for a case you have moved to More Info Required - the task deadline is a prompt, not a cut-off, and the case will sit in More Info Required indefinitely until you act. (The Day-14 automatic closure some partners have seen belongs to Debitura's own pre-partner validation loop, which runs before a case reaches its collecting partner. On a case you submitted as its managing partner, those validation requests are addressed to you.)
When you decide the case cannot proceed, close it yourself:
The Decline case action is not available from this status. It exists only while the case is in Pending Verification, and the automatic Case never started code that comes with it is not in the close-code dropdown either.
Use Close case and select Unresponsive Client when the client simply did not answer your request.
Use Invalid Case Data only when the information on the case is actually wrong or unusable - not for a client who went silent.
Moving the case to More Info Required already resolved your case-verification task, so the close code you pick afterwards does not turn the assignment into an ignored case for your engagement multiplier.
See Case close codes for what each code means and how it affects your scoring.
Managing partner cases: when the validation request comes to you
This section is about Debitura's validation requests on a case you submitted as its managing partner - not the ordinary request you send to a client as the collecting partner. If you submitted a case as its managing partner, validation requests are addressed to you, even if the underlying client has portal users. You receive the task and the email notification directly. The managing partner owns this response rather than the underlying client.
When Debitura requests information, open the data request on that submitted case, address every requested item, and click Send response to submit one complete response. Uploading a file or editing a field alone does not submit it. You can correct permitted debtor details, explain, or attach evidence; for a concern about the client's company registration you can explain or add evidence, but you cannot change the client's registration number. Follow any approval step shown. After acceptance, the response is in review: wait for a further request before taking more action.
Tips
Be specific in your request. Instead of "please send more documents," specify exactly which documents you need and why.
Use the chat for all communication. This keeps a single history for the case that both you and the client can reference. Learn more about uploading documents and evidence.
Check the case lifecycle. Understanding where the case sits in the case lifecycle helps you decide whether to request more info, accept, or decline. Note that declining is only possible while the case is still in Pending Verification - once you have moved it to More Info Required, your remaining exits are Active or Close case.