Goal
Stop collection activity on a case you have submitted to Debitura. Depending on the lifecycle stage, you will either:
• Close a case directly if no collection partner has started active work on it
• Request closure on a case where a collection partner has already accepted and started collection work
Before you start
Check your case status in the Cases list. The action available to you depends on the case’s current lifecycle stage:
Case status | What you can do | Fees |
Pending Verification | Close the case directly | No fees owed |
Active, Paused, or Needs Additional Details (within collection period) | Request closure | Full success fee and collection fees apply |
Active, Paused, or Needs Additional Details (collection period expired) | Request closure | No success fee owed |
Leads or Leads Quote Given | Close the case directly | No fees owed |
For a full explanation of what each status means, see case status definitions.
Option 1: Close an early-stage case
If the collection partner has not yet accepted and started working on your case (Pending Verification, Leads, or Leads Quote Given), you can close it directly with no fees.
Go to Cases and open the case you want to close
Click Close case in the Actions dropdown
Optionally add a comment explaining why you are closing the case
Click Close case to confirm
The case closes immediately with no fees owed.
Tip: If you closed a case to correct information, you can recreate it with the correct details.
Option 2: Request closure on an active case
If the collection partner has already accepted and started working on your case (Active, Paused, or Needs Additional Details), you must request closure. This sends a message to the partner and pauses the case.
Go to Cases and open the case you want to close
Click Close case in the Actions dropdown
Read the fee notice and tick the checkbox to confirm you understand that closing the case will trigger an invoice for the agreed success fee and applicable collection fees
Click Send Request
What happens next
After you submit a closure request:
•The case is paused immediately
A standardized message is automatically sent to the collection partner via the case chat, requesting that they close the case and stop all collection activities
If the case is within the active collection period, the message confirms you understand the success fee and collection fees apply
If the case is outside the active collection period, the message asks the partner to stop collection immediately
The partner reviews the request, issues any final invoices for fees owed, and closes the case once settled
You will see a confirmation when the request is submitted successfully. If you need to follow up, you can contact your collection partner through the case chat.
Fees when closing a case
Whether you owe fees depends on the case’s lifecycle stage and whether the collection period and exclusivity period is still active.
Early-stage cases (Pending Verification, Leads, Leads Quote Given): No fees owed. The case closes immediately.
Active cases within the collection period: The full success fee remains payable, calculated based on the claim amount, even if no money has been recovered yet. Any partner-added collection fees are also owed. The collection period is typically 6 months from submission, extended by 12 months whenever the debtor makes a payment or signs a payment agreement.
Active cases after the collection period has expired: You may withdraw the case without owing the success fee. The request closure process is the same, but no success fee invoice will be issued.
Edge cases
Debtor paid you directly: If the debtor paid you instead of the collection partner during the collection period, the success fee is still owed. Request closure and inform the partner via chat so they can record the payment and finalize the case.
Case is in Leads status: You can close a lead request at any time, even if quotes have been offered or accepted.
Partner has not yet accepted the case: If the case is still in Pending Verification, use Close case to close it directly and avoid fees.