When leads and quotes apply
Most cases follow standard pricing and are handled automatically. However, some cases enter a lead/quote workflow when:
The creditor requests legal escalation
The case is being priced by custom terms rather than the standard contract
An exclusive partner declines a standard case but offers custom terms
When this happens, collection partners submit quotes, and the creditor selects the best option. For a detailed explanation of how this process works, see Lead tracking and quotes - how it works.
Lead status definitions
A lead tracks the quote collection process for a case. The lead progresses through these statuses:
Status | What it means | What happens next |
Open | Lead has been created. The case is being verified and prepared for distribution to collection partners. | System verifies case details and identifies matching collection partners. No action required from creditor. |
Qualified | Case has been verified and sent to collection partners for quoting. | Collection partners receive the lead and may submit quotes. The quote collection window is 5 business days from when the quote request is sent, or until the expected number of quotes is collected, whichever comes first. |
Closed | Quote collection has ended. The lead has reached an outcome. | See lead outcomes below for details on what happens based on the specific outcome. |
Lead outcome definitions
When a lead closes, it has one of these outcomes:
Outcome | What it means | What happens next |
Winner | Creditor selected a winning quote from the options received. | The case is assigned to the winning collection partner, who begins work immediately. Other quotes are automatically declined. |
Pullback | Creditor decided not to proceed with any quotes, or the underlying case was closed. | All received quotes are declined. The case may be closed or may return to a previous state depending on the situation. |
Expired | No winner was chosen, so the quotes expired and the lead closed without one. | There is no hard deadline for choosing a winner, but reminders are sent - the first about 10 days after quotes are collected, and a second about a week after that. If no winner is chosen, the quotes expire and the lead closes without one. |
Declined Options | All invited collection partners declined to submit quotes. | Creditor is notified that no partners were interested. They may be offered suggestions such as adjusting the case terms or trying a different approach. |
On an exclusive-onboarding lead the client receives a single quote, and declining it closes the case rather than returning it to the lead flow. The case is closed under its own code, Proposed Terms Declined by Client, so an onboarding decline is distinguishable in reporting from a client who withdrew an active collection. See Case close codes.
Quote status definitions
Each quote submitted by a collection partner has its own status:
Status | What it means | What happens next |
Sent | Collection partner has submitted their quote with proposed pricing and approach. | Quote is visible to the creditor for review. Creditor can compare this quote against others received. |
Accepted | Creditor selected this quote as the winner. | The case is assigned to this collection partner. They can begin work immediately. |
Declined | This quote was not selected. Either another quote was chosen, or the creditor pulled back without selecting any quote. | No further action. The collection partner is notified that their quote was not selected. |
Timeline and reminders
The typical timeline for the quote process:
Quote collection window: 5 business days from when the quote request is sent, or until the expected number of quotes is collected, whichever comes first
First reminder: about 10 days after quotes are collected (if no winner selected)
Second reminder: about a week after the first reminder (if still no winner selected)
Expiration: There is no hard deadline for choosing a winner. If no winner is chosen, the quotes expire and the lead closes without one.
Supporting your customers
When your customers ask about case progress involving leads and quotes:
Lead is Open or Qualified: Explain that quotes are being collected from collection partners. No action needed yet.
Lead is Closed with Winner: The case is now being handled by the selected collection partner.
Lead is Closed with Pullback: The creditor chose not to proceed with the quotes. Check if they want to restart the process or close the case. The exception is an exclusive-onboarding lead whose single quote the client declined: that case is already closed under Proposed Terms Declined by Client, so there is nothing to restart.
Lead is Expired: No winner was chosen, so the quotes expired and the lead closed without one.
Lead has Declined Options: No collection partners were interested. Consider whether the case terms need adjustment.
For more details on custom quotes and when they apply, see the linked reference.