Goal
Upload supporting documents (invoices, contracts, correspondence) to a case and request additional information from the client when documentation is incomplete.
Prerequisites
You must be logged in to the Partner Portal
The case must be assigned to you as the collection partner
The case must be in a status that allows file uploads (Active, Paused, or Needs Additional Details)
Step 1: Open the case
Go to your Cases Received list
Find and click on the case you want to add documents to
The case detail page opens, showing case data, timeline, files, and communication tools
Step 2: Upload a document
On the case detail page, locate the Files section
Click the upload button or drag and drop your file
Select the appropriate file type category:
Invoice - Original Invoice for the primary invoice document
Miscellaneous Creditor Documents for contracts, agreements, or correspondence
Dispute - Creditor Documents for evidence supporting the creditor's position
Dispute - Debtor Documents for evidence from the debtor
Dispute - Partner Documents for your investigation materials
Demand Letter for formal payment demands
Wait for the upload to complete
Step 3: Request additional information from the client
If documentation is missing or incomplete, you can request additional details from the client (creditor). The method depends on the case status:
Option A: Use the chat (available at any stage)
On the case detail page, open the Chat section
Write a message explaining what documents or information you need
The client receives a notification and can respond with the requested materials
Option B: Change case status to Needs Additional Details (initial review only)
This option is only available when you are reviewing a case for the first time (from Pending Verification status). Once you have accepted a case and it is Active or Paused, you cannot change it to Needs Additional Details. Use the chat (Option A) instead.
During initial review:
Update the case status to “Needs Additional Details”
Add a note explaining what information is required
The client is notified that additional information is needed before collection can proceed
For detailed instructions, see How to request missing information from the client.
File requirements
Requirement | Details |
Maximum file size | 25 MB per file |
Allowed formats | .pdf, .doc, .docx, .xls, .xlsx, .jpg, .jpeg, .png, .txt, .zip, .csv, .eml |
Multiple files | You can upload multiple files to a single case |
Result
After uploading, the file appears in the case's Files section. Both you and the client can view files attached to the case. The file's uploader context is automatically recorded for audit purposes.
Tip: You can use File AI and Case AI to quickly analyze uploaded documents, get summaries, or translate content.
Edge cases and troubleshooting
Issue | Cause | Solution |
File is too large (25 MB limit) | File exceeds maximum size | Compress the file or split into smaller parts |
Invalid file type | Extension not in allowed list | Convert to an allowed format (PDF preferred for documents) |
Upload fails repeatedly | Network or browser issue | Clear browser cache, try a different browser, or check your internet connection |
Cannot upload to case | Case is in Closed or Pending status | Files can only be uploaded to Active, Paused, or Needs Additional Details cases |