What are monthly case updates?
Monthly case updates are progress reports that your assigned collection partner submits through the Debitura platform. When a case moves to Active status, Debitura automatically requests an update from the partner each month. This ensures you stay informed about collection efforts without needing to chase the partner for information.
The partner completes a survey through their portal, describing the actions they have taken and the current status of the case. Once submitted, the update appears in your case view.
Why you receive them
Transparency is central to how Debitura works. While partners may update a case at any time, the monthly survey ensures you receive a regular status report for as long as the case remains active. This keeps you informed about progress and helps you understand what to expect next.
What information the partner provides
Each monthly update typically includes:
Actions taken: A summary of collection activities such as phone calls, letters, and emails sent to the debtor.
Payments received: Any partial or full payments collected since the last update.
Case status recommendation: Whether the case should remain active, be paused, or be closed.
Partners can also register new payments or close the case directly when submitting their update. Any declared actions (such as calls) are recorded individually so that all activity is tracked.
Where to view updates
You can view monthly updates in two places within your portal:
Case timeline
Open your Cases list and select the relevant case. The case page shows a timeline of all activity, including partner updates, notes, and logged calls. Entries appear with timestamps so you can see when each action occurred.
Case chat
When a partner submits a monthly update, a chat message summarising the update is automatically posted to the case conversation. You can read this message alongside any other correspondence with the partner. See How to track a case (timeline, statuses, and updates) for detailed guidance on navigating the case view.
How you are notified
Debitura sends you an email when a partner writes in the case chat. To reduce inbox clutter, the platform waits ten minutes after the last message before sending the notification, allowing multiple messages to be bundled together.
You can manage which emails you receive in your notification settings. See Managing email preferences and notification settings for instructions.
What to do if updates seem missing
If you feel updates are missing or overdue, you have two options:
Send a chat message: Open the case and use the chat to ask the partner directly. Every message creates a task for the partner to respond, so your question will not go unanswered. See How to contact your collection partner for guidance.
Check your email preferences: Ensure you have not disabled case update notifications. Visit Managing email preferences and notification settings to review your settings.
Kindly note that you should not contact Debitura for cae updates, as these are provided directly from the assigned collection partner via our platform.
Partners receive automated reminders about overdue tasks, so most delays resolve themselves within a few days.