Clients: How to track a case (timeline, statuses, and updates)

Goal

View the current status and history of any case you have submitted, understand what each status means, and know when action is required from you.

Prerequisites

An active Debitura client account
At least one case submitted to the platform

Step 1: Open your Cases list

Log in to your client portal and navigate to Cases. This page shows all your submitted cases with filtering, sorting, and search options.

Step 2: Find the case you want to track

Use the filters or search bar to locate a specific case. You can filter by status, date range, debtor name, or amount.

Step 3: Open the case detail page

Click on any case row to open its detail page. Here you will see the full case information, including current status, chat history with your collection partner, uploaded files, and case data.

Step 4: Check the case status

The status appears prominently on the case page. Cases move through the following statuses:

Status	What It Means
Pending Verification	Your case is being reviewed by Debitura and/or the collection partner. No action needed from you yet.
Active	The collection partner has accepted your case and is actively working on recovering the debt.
More Info Required	The partner needs additional information from you. Check your Tasks for details.
Collecting Quotes	Your case is being offered to collection partners. You will receive quotes to choose from.
Pending Quote Selection	Quotes have been submitted. You need to select a partner to proceed.
Paused	Collection activity is temporarily paused. The partner may resume or close the case.
Closed	The case has ended. Check the close reason to understand the outcome (paid, partially paid, or other).

For a deeper understanding of how cases move through these stages, see Case lifecycle (deep dive).

Step 5: Review the case chat

From the case detail page, use the chat feature to view all communication between you and the collection partner. Messages, files, and system notes are all recorded in a single thread tied to the case.

Step 6: Check your Tasks

Visit your Tasks page to see any actions requiring your response. Tasks are created when:

The partner needs more information from you
A new chat message requires your reply
You need to select a quote (for cases in "Collecting Quotes" status)
A closed case is ready for review

Result

You now know where to find your cases, how to interpret each status, and how to stay informed through the chat and task system. You will receive email notifications when the partner posts a new message, and weekly reminders for overdue tasks.

Understanding case outcomes

When a case closes, the close code indicates what happened. These are the most common outcomes:

Paid - The debtor paid the full amount
Partially Paid - The debtor paid some but not all of the debt
Withdrawn by Client - You requested to stop collection
Debtor Insolvent/Bankrupt - The debtor cannot pay due to insolvency
Pre-Legal Exhausted - All pre-legal collection efforts completed without payment

For the full list of all close codes and their definitions, see Case close codes reference.

Edge cases

Status shows "Pending Verification" for a long time: Both internal validation and partner review display as "Pending Verification" to you. The case is progressing through multiple checks before becoming Active.
No partner assigned yet: If no partner matches your case criteria immediately, the case enters "Collecting Quotes" where partners can bid on it.
Partner requests custom pricing: If standard terms do not apply, the partner may initiate a custom quote. You will see the case move to "Collecting Quotes" with a single offer to review. See Custom Quotes for details.