Definition
A monthly update is a required status report that collection partners submit for each case in Active status. The Debitura platform automatically generates an update request each month after a case is activated. Partners receive a Update Case Status task prompting them to complete the update through the partner portal.
When updates are required
Trigger | Description |
Cadence | Once per month for each case in Active status |
Start | Begins after the case moves to Active |
End | Continues until the case is Closed or Paused |
The system automatically creates a survey request and assigns a task to the partner. You can view pending tasks on the Tasks page in the partner portal.
Required information
When completing a monthly update, include the following:
Field | Description |
Actions taken | Describe collection activities performed (calls, letters, emails, etc.) |
Payments received | Report any payments collected during the period |
Status recommendation | Indicate whether the case should remain Active, be Paused, or be Closed |
You can also register new payments or close the case directly when submitting the survey. Once submitted, the creditor is notified through their portal and a summary message appears in the case chat.
How to submit
Partners complete monthly updates through the partner portal survey form. When an update is due, you will see a Update Case Status task on your Tasks page. Click the task to open the survey form, complete the required fields, and submit.
For detailed guidance on managing tasks and meeting deadlines, see How to use Tasks to meet SLA deadlines.
Impact on partner performance
Monthly updates are tracked as part of your SLA score, which makes up 15% of your overall partner performance score. Submitting on time earns full credit. The later you submit, the lower your score - reaching zero if you are 7 or more days overdue:
Days Late | Score |
0 days (on time) | Full credit |
3.5 days late | Half credit |
7+ days late | No credit |
The penalty is gradual, not a sudden drop - every day late reduces your score proportionally. For more information on how scores are calculated, see Performance scoring and quality expectations.
Voluntary updates
Partners may update a case at any time, not only when a monthly survey is due. Voluntary updates help keep creditors informed and demonstrate active case management. However, the monthly survey is the minimum required cadence to maintain regular status reporting.