The platform supports 18 active close codes, organized by outcome type. Three of them are system-assigned and are never selectable: No Quotes Received, Quotes Expired – Not Accepted, and Proposed Terms Declined by Client.
Success codes
These codes indicate money was recovered from the debtor.
Code | Description | When to use |
Paid | Full payment received | Debtor paid the full outstanding amount. System validates that total payments are greater than or equal to the outstanding amount. |
Partially paid | Partial payment received | Debtor paid some amount but not the full debt. System validates that payments are greater than zero but less than the outstanding amount. |
A payout record is created when a debtor payment is registered, splitting it between the client and the collection partner according to the agreed commission rate. Closing a case with a success code records its outcome; it does not create another payout or itself transfer money. Recovered payments are recorded before the case is closed.
Partner decline codes (no engagement penalty)
These codes represent legitimate reasons a collection partner cannot or should not work on a case. All eight are treated as validated declines, so none of them counts against your engagement multiplier in performance scoring.
They are not all treated the same way in the collection score. Of these eight, Case never started, Case never started - Internal, No Quotes Received and Quotes Expired – Not Accepted are always excluded from it, because the partner never began collection work. Debtor Insolvent/Bankrupt is excluded from the collection score when the case has no collection start date; when collection started, it contributes its actual recovery percentage. (Outside this group, three client decision codes - Withdrawn by Client, Disputed – Legal Action Declined by Client and Settlement Rejected by Client - are also excluded, and Unresponsive Client is excluded when the case has no collection start date.) Invalid Case Data, Debtor Untraceable and Statute of Limitations Expired still count in the collection score, so a case closed with one of them and no money recovered contributes a 0% recovery outcome.
Code | Description | When to use |
Case never started | Partner declined before starting | Partner reviews the case and declines it (jurisdiction mismatch, case type not handled, capacity issues), and the case is not shared with the partner network because the client has quote sharing switched off or the case is managed by another collection partner - or the case sat in Pending Verification for 30 days without the partner accepting it, requesting information, or starting a quote, in which case the system closes it automatically. No fees apply either way. |
Case never started - Internal | Internal closure decision | Case closed before partner engagement - either by a Debitura admin, by the creditor closing a pre-partner-view case (Pending Contract Signing, Pending Verification, Leads, or Leads Quote Given) or by the managing partner closing one in Pending Verification Internal or Pending Verification, via the Close case pull-back action, or automatically by the system when a creditor does not respond to an automated data request within 14 days (after two reminders). No fees apply and no collection period is started. |
Invalid Case Data | Invalid case data | Critical case information is incorrect or missing (wrong debtor details, invalid documentation, data quality issues). |
Debtor Insolvent/Bankrupt | Debtor bankrupt or insolvent | Debtor has filed for bankruptcy or is officially insolvent. Also assigned automatically when a partner declines a case in Pending Verification because the debtor is insolvent, dissolved or no longer trading, and confirms that this is the case now. |
Debtor Untraceable | Cannot locate debtor | All reasonable efforts to locate debtor have failed. |
Statute of Limitations Expired | Legal time limit expired | The legal deadline to collect this debt has passed per jurisdiction laws. |
No Quotes Received | No quotes received (system-assigned) | Automatically assigned by Debitura when a case's lead period expires without any partner submitting a quote. System-only - partners and creditors never select this. |
Quotes Expired – Not Accepted | Quotes expired, not accepted (system-assigned) | Automatically assigned by Debitura when a case's lead period expires and the creditor did not accept any submitted quote. System-only. |
Client decision codes
These codes reflect decisions made by the client that prevent collection from continuing.
Code | Description | When to use |
Withdrawn by Client | Client requested withdrawal | Client asks to stop collection (debtor is now a customer again, internal resolution reached, etc.). |
Proposed Terms Declined by Client | Client declined the proposed terms (system-assigned) | Assigned automatically when a client declines the single quote on an exclusive-onboarding lead. The case closes because there is nothing to collect on the proposed terms. It is deliberately kept separate from Withdrawn by Client, so a client saying no to the terms before collection started is not reported as a client pulling an active collection back. System-only - partners and clients never select this. |
Disputed – Legal Action Declined by Client | Debt disputed, legal declined | Debtor disputes the debt validity and client declines to pursue legal action. |
Settlement Rejected by Client | Settlement offer rejected | Partner negotiated a settlement but client rejected the terms. |
Unresponsive Client | Client unresponsive | Client stops responding to partner communication, making collection impossible. |
Process completion codes
Code | Description | When to use |
Pre-Legal Exhausted – No Payment | Pre-legal efforts exhausted | Partner has completed all reasonable pre-legal collection attempts without payment (multiple contact attempts, demand letters sent, debtor unresponsive or unable to pay). Typically used after the exclusive collection period of 6 months. |
Uneconomical to Pursue | Uneconomical to pursue | Recovery cost exceeds the claim value - further collection activity would cost more than the debt is worth (small claims, remote jurisdictions, high legal fees relative to amount). |
Fallback code
Code | Description | When to use |
Other | Other reason | Any closure reason not covered by specific codes. Partners must provide a detailed comment explaining the closure reason. |
Deprecated close codes
Five close codes were deprecated in 2025 and replaced with more specific alternatives. These codes remain in the system for backward compatibility but cannot be selected for new closures.
Old Code | Replacement | Reason |
Credited | Paid | Ambiguous terminology |
Disputed | Disputed – Legal Action Declined by Client | Lacked specificity about client decision |
Given up | Pre-Legal Exhausted – No Payment | Unprofessional phrasing |
Pulled back | Withdrawn by Client | Unclear actor |
Stopped after pre-legal | Pre-Legal Exhausted – No Payment | Ambiguous outcome |
Impact on partner scoring
Close codes directly influence partner performance metrics in two ways:
Collection score calculation: The collection score excludes Case never started, Case never started - Internal, No Quotes Received and Quotes Expired – Not Accepted (the partner never began collection work, or no partner was ever assigned), and Withdrawn by Client, Disputed – Legal Action Declined by Client and Settlement Rejected by Client (the client made the decision after the partner did the work). Unresponsive Client is excluded when collection never started, meaning the case carries no collection start date, and counted when it did. Debtor Insolvent/Bankrupt is excluded from the collection score when the case has no collection start date; when collection started, it contributes its actual recovery percentage. Other active close codes count, including Proposed Terms Declined by Client and Uneconomical to Pursue.
Case engagement multiplier: The following eight codes are defined as validated decline codes and do not count against the partner's engagement multiplier: Case never started, Case never started - Internal, Invalid Case Data, Debtor Insolvent/Bankrupt, Debtor Untraceable, Statute of Limitations Expired, No Quotes Received, and Quotes Expired – Not Accepted. When a partner has moved a case to More Info Required and the client does not answer, closing it as Unresponsive Client does not make the assignment an ignored case for the engagement multiplier, because the request for more information already resolved the partner's case-verification task. The collection-score exclusions do not change the separate engagement multiplier. Its eight validated-decline codes remain the same. A code can be excluded from the collection score without becoming a validated decline for engagement purposes: the client decision codes (Withdrawn by Client, Proposed Terms Declined by Client, Disputed – Legal Action Declined by Client, Settlement Rejected by Client, Unresponsive Client) are not validated declines.
When close codes are assigned
Automatic system assignment
Scenario | Code Assigned |
Partner declines case in Pending Verification because the debtor is insolvent, dissolved or no longer trading, and confirms that this is the case now (the case is not offered to the partner network) | Debtor Insolvent/Bankrupt |
Partner declines case in Pending Verification for any other valid reason, and the case cannot be shared with the partner network because the client has quote sharing switched off or the case is managed by another collection partner (otherwise the case goes to the network for quotes) | Case never started |
Assigned partner takes no action on a case in Pending Verification for 30 days (daily system job) | Case never started |
Admin or creditor closes a pre-partner-view case (Pending Contract Signing, Pending Verification, Leads, or Leads Quote Given), or a managing partner closes one in Pending Verification Internal or Pending Verification, before partner engagement | Case never started - Internal |
Creditor does not respond to an automated data request within 14 days (two reminders sent first, on day 5 and day 10) | Case never started - Internal |
Weekly AI cleanup confidently reclassifies an "Other" closure as invalid data (code correction on an already-closed case) | Invalid Case Data |
Payment fully covers debt (automatic closure) | Paid |
Lead expires, no quotes received | No Quotes Received |
Lead expires, quotes not accepted by creditor | Quotes Expired – Not Accepted |
Client declines the quote on an exclusive-onboarding lead | Proposed Terms Declined by Client |
Manual partner selection
Collection partners select close codes in the Partner Portal from the case detail page, or through the Partner API.
In the Partner Portal you first pick Fully Recovered, Partially Recovered or Not Recovered. The Not Recovered dropdown offers: Debtor Insolvent/Bankrupt, Debtor Untraceable, Disputed – Legal Action Declined by Client, Withdrawn by Client, Pre-Legal Exhausted – No Payment, Statute of Limitations Expired, Settlement Rejected by Client, Unresponsive Client, Uneconomical to Pursue, Invalid Case Data, and Other.
Case never started is not in that dropdown. If you cannot take a case on at all, use the separate Decline case action while it is still in Pending Verification. A decline confirming that the debtor is insolvent, dissolved or no longer trading now closes the case as Debtor Insolvent/Bankrupt; any other valid decline sends the case to the partner network for quotes, or closes it as Case never started when it cannot be shared. The 30-day Pending Verification deadline assigns Case never started automatically if the case is never actioned.
Through the Partner API the supported set is 12 values: Paid, Partially paid, Debtor Insolvent/Bankrupt, Debtor Untraceable, Disputed – Legal Action Declined by Client, Withdrawn by Client, Pre-Legal Exhausted – No Payment, Statute of Limitations Expired, Settlement Rejected by Client, Unresponsive Client, Uneconomical to Pursue, and Other. Case never started, Case never started - Internal and Invalid Case Data are not part of that contract. Of those three, only Invalid Case Data is available to you in the portal dropdown; Case never started comes from the Decline case action, and Case never started - Internal is never partner-selectable.
Debitura can also correct the close code on an already-closed case to any of the 18 active codes, without reopening it.
Impact by actor
Client
Receives visibility of case closure and the reason code through the portal
Success codes (Paid, Partially paid) record a successful outcome; the payouts were already created when each payment was registered
Client decision codes reflect actions initiated by the client
Collection Partner
Selects close codes when manually closing cases
Partner decline codes protect your engagement multiplier; four of the eight always keep the case out of your collection score, and a fifth, Debtor Insolvent/Bankrupt, does so when the case has no collection start date
Commission comes from the payouts created when recovered payments are registered, not from the close code itself
Where to find this in the platform
Clients: View case closure status and codes in the Cases list.
Collection Partners: Close cases and select codes from the Cases Received page by opening the case detail and using the "Close Case" action.