Problem (symptoms)
You may be experiencing a payment reporting mismatch if:
The amount shown in Partner Balance differs from the payment you recorded
Your expected earnings do not match the "Collection Partner Amount" column
A payment appears but the commission status shows "Unpaid" when you expected "Paid"
Monthly totals used for Debitura's invoice seem incorrect
Likely causes
Payment reporting mismatches typically occur for one of the following reasons:
1. Payout split calculation
Every payment creates a payout that splits funds between the creditor (client), you (collection partner), and Debitura. The amounts shown in Partner Balance reflect your share after this split, not the gross payment amount.
For Exclusive partners, Debitura takes a revenue share from your portion:
Pre-legal cases: 40% platform / 60% partner
Legal cases: 20% platform / 80% partner
If your contract has different percentages, those override the defaults. See Commission models and revenue share for details.
📋 Non-Exclusive Partners
Legal Network partners have a 0% revenue share to Debitura. You keep all fees collected from clients. Your payout split shows only the creditor amount and your full earnings with no Debitura revenue line.
2. Payment recipient affects commission status
The Payment Recipient field determines who received the debtor's money:
Collection Partner: You received the funds directly. Commission Payment Status is automatically marked "Paid" because you already hold the cash.
Client Directly: The creditor received the payment. You must invoice the client for your fees and manually update the commission status to "Paid" once settled.
If you expected a payout to show "Paid" but it shows "Unpaid," check whether the payment recipient was set to "Client Directly." For guidance, see How to handle direct payments to the client.
3. Commission Payment Status
The Commission Payment Status field tracks whether Debitura's revenue share has been collected:
Unpaid: Commission not yet paid to Debitura (default for client-received payments)
Paid: Commission received by Debitura
Credited: Commission written off as uncollectible
Debitura's monthly invoice to you includes only payouts where Commission Payment Status = Paid. If a payout is still "Unpaid," it will not appear in that month's invoice calculation.
4. Processing status timing
Payouts move through several states: Pending, Processed, Failed, and Reconciled. If a payout is still "Pending," it may not yet appear in finalized reports. Wait for the payout to reach "Reconciled" status before comparing totals.
5. Commission type differences
Your partner account is configured with one of two commission types:
Standard: Debitura's percentage applies to all your earnings (success fees, interest, reminder fees, collection fees)
Success Fee Only: Debitura's share applies only to the success fee portion. You keep additional fees (interest, reminders, collection charges) in full.
If your totals seem off, confirm which commission type applies to your account. See Pricing rules and commission types for more information.
Fix (self-service checks)
Follow these steps to identify and resolve the mismatch:
Open Partner Balance: Go to Partner Balance and locate the payment in question.
Check the payout split: Review the "Creditor Amount" and "Collection Partner Amount" columns. Confirm that the split matches your understanding of the revenue share percentages.
Verify Payment Recipient: If the payment went directly to the client, Commission Payment Status will be "Unpaid" until you mark it as paid.
Review Commission Payment Status: Confirm whether the payout shows Unpaid, Paid, or Credited. Only "Paid" payouts are included in monthly invoicing.
Check the case details: Open the case from Cases Received and review the payment and payout records on the case timeline.
Compare against your records: Match the payout date and amounts to your own accounting. Small discrepancies may be due to rounding (tolerance: 0.01).
For a full explanation of Partner Balance fields and calculations, see Partner Balance: fields, calculations, and common questions.
Escalation
If the steps above do not resolve the issue, contact Debitura Support and include the following information:
Case reference or Invoice ID for the affected payment
Payment date and gross amount received
Expected amount versus actual amount shown in Partner Balance
Payment Recipient value (Collection Partner or Client Directly)
Commission Payment Status shown on the payout
Screenshots of the Partner Balance and case payment records (if available)
This information helps Support investigate the discrepancy quickly.