Partial payments
When a debtor pays part of the outstanding amount but not the full debt, the collection partner records this in the platform. Partial payments affect how your case is closed and how fees are calculated.
What happens:
The partner registers the payment amount received.
The case continues until either the full amount is recovered or collection efforts are exhausted.
When the case closes, it receives a Partially Paid close code if some money was recovered but not the full amount.
The partner deducts their success fee proportionally from the recovered amount before transferring the remainder to you.
What you need to do:
If the debtor pays you directly instead of the partner, inform your partner immediately via the case chat. The partner must record the payment to ensure accurate billing and case closure.
Decide whether to accept a settlement for less than the full amount if the partner negotiates one. You can reject settlement offers, but this may result in the case closing without full recovery.
For details on reporting payments that came directly to you, see How to report a direct payment from the debtor.
Debtor disputes the debt
When a debtor contests the validity of the debt, the amount owed, or claims they have already paid, this creates a disputed claim. Debitura accepts only undisputed monetary claims for pre-legal collection under the Standard Debt Collection Agreement.
What happens:
The collection partner notifies you through the case chat when a debtor raises a dispute.
You must provide documentation supporting your claim (contracts, delivery confirmations, correspondence, etc.).
If the dispute cannot be resolved through documentation and you choose not to pursue legal action, the partner closes the case with the close code Disputed - Legal Action Declined by Client.
What you need to do:
Respond promptly when your partner requests documentation or clarification.
Decide whether to pursue legal escalation if amicable resolution fails. Your partner can arrange quotes from local law firms if you want to explore legal options.
Inform your partner immediately if you learn that a debt becomes disputed during collection.
For more on how disputes affect the collection process, see Disputed claims.
Debtor bankruptcy or insolvency
When a debtor has filed for bankruptcy or is officially insolvent, standard collection efforts cannot proceed. The collection partner will research the debtor's status and inform you of the finding.
What happens:
The partner discovers through their research that the debtor is bankrupt or insolvent.
The partner closes the case with the close code Debtor Insolvent/Bankrupt.
No payment is recovered, and no success fee is charged (since fees are only paid when money is collected).
The partner is not penalised in their performance scoring for this outcome, as it represents a legitimate reason collection could not proceed.
What you need to do:
Review the case closure notification and any documentation the partner provides.
Consult with your accountant about writing off the debt if appropriate.
If you believe the bankruptcy information is incorrect, contact your partner through the case chat to discuss.
Withdrawing a case during collection
You may need to withdraw a case if circumstances change, for example, if the debtor becomes a customer again or you reach a direct resolution outside of Debitura.
What happens:
You request case closure through the platform. This pauses the case and notifies the partner.
A confirmation modal reminds you that the full success fee and any partner-added fees remain payable even if you withdraw during the collection period.
The partner approves the withdrawal and issues any final invoices for fees owed.
The case closes with the code Withdrawn by Client.
What you need to do:
Before requesting withdrawal, understand that fees may still be owed under the Standard Debt Collection Agreement.
Settle any invoices from the partner for their fees.
For step-by-step instructions, see How to close or withdraw a case.
Updating debtor contact information
If you discover that the debtor's contact details are incorrect or have changed, you can update them, but timing matters.
Before the partner validates the case:
Open your case in the Cases list.
Edit the debtor information directly (email, phone, address, name, company details).
Save your changes.
After the partner validates the case:
Once a partner has accepted and started working on your case, you cannot edit debtor details directly. Instead:
Open the case chat through the Communication Center.
Send a message describing what needs to change and attach any supporting documentation.
The partner receives a task and updates their system accordingly.
For detailed instructions on what you can edit and when, see How to edit debtor information and claim details.
Other special scenarios
Your collection partner may close a case with other close codes depending on circumstances:
Scenario | Close Code | What It Means |
Partner cannot locate the debtor after reasonable efforts | Debtor Untraceable | All contact attempts failed; no way to reach debtor |
Legal time limit to collect has passed | Statute of Limitations Expired | The debt can no longer be legally enforced in the jurisdiction |
Partner exhausted all pre-legal options without payment | Pre-Legal Exhausted - No Payment | Collection period completed; all standard actions attempted |
Partner negotiated a settlement you rejected | Settlement Rejected by Client | You declined the terms the debtor offered |
Partner could not reach you for required decisions | Unresponsive Client | Case closed due to lack of client communication |
For the complete list of close codes and their meanings, see Case close codes.
Need help?
If you have questions about a specific scenario or need guidance on how to proceed with an unusual situation, contact your collection partner through the case chat. For platform issues or questions about your account, contact Debitura support at [email protected].