Goal
Request missing information (such as invoices, contracts, or delivery proof) from the client so you have what you need before starting collection work on a case.
Steps
Open the case from your Cases Received list.
Go to Cases Received and click on the case that requires additional information.Review what documentation is missing.
Check the case details, uploaded files, and any comments from the client. Common documents you might need include:
Original invoice or signed contract
Proof of delivery or service completion
Payment reminders or correspondence with the debtor
Bank statements showing disbursement (for loan claims)
Evidence addressing any disputes
Change the case status to "More Info Required".
Select the status update option and choose "More Info Required". This formally notifies the client that you need more information before proceeding. See case status definitions for details on what you can do in each status.Send a message in the case chat explaining what you need.
Navigate to the Communication Center within the case and write a clear message describing:
What specific documents or information you need
Why you need them (helps the client prioritize)
Any deadline if applicable
You can also attach files if you need to share examples or reference documents.
Wait for the client to respond.
The client will receive an immediate email notification about your message. A task is also created for them with a 7-day deadline. This is a soft deadline - it prompts the client to respond but does not automatically close the case if it passes. You can track your open tasks via Tasks.Once you receive the information, move the case to Active or Closed.
After the client provides what you need, you can accept the case and move it to Active to begin collection, or close it if appropriate.
Result
The case is placed in "More Info Required" status. The client receives an email notification and sees a task prompting them to respond. All messages and files are stored in the case chat, creating a complete audit trail. When the client replies, your task closes automatically.
If the client never replies
Nothing closes the case for you. There is no reminder ladder and no automatic closure for a case you have moved to More Info Required - the 7-day task deadline is a prompt, not a cut-off, and the case will sit in More Info Required indefinitely until you act. (The Day-14 automatic closure some partners have seen belongs to Debitura's own pre-partner validation loop, which runs before the case ever reaches you.)
When you decide the case cannot proceed, close it yourself:
The Decline case action is not available from this status. It exists only while the case is in Pending Verification, and the automatic Case never started code that comes with it is not in the close-code dropdown either.
Use Close case and select Unresponsive Client when the client simply did not answer your request.
Use Invalid Case Data only when the information on the case is actually wrong or unusable - not for a client who went silent.
Moving the case to More Info Required already resolved your case-verification task, so the close code you pick afterwards does not turn the assignment into an ignored case for your engagement multiplier.
See Case close codes for what each code means and how it affects your scoring.
Managing partner cases: when the validation request comes to you
When a case is submitted on behalf of a creditor who has no portal users (a "shadow-creditor" setup), Debitura routes the needs-info notification to the managing partner instead of the creditor. This means you receive the task and email notification directly - before any "More Info Required" status change on your side is needed.
Your response page is at /managed-cases/{case-id}/data-request - a mirrored version of the standard creditor data-request page. It supports the same actions: document upload, address correction, and the debtor-identity confirmation flow. Submitting triggers re-validation in the same way as the direct creditor flow. Your task clears from the partner inbox immediately on submit; re-validation runs within approximately 2 minutes.
Tips
Be specific in your request. Instead of "please send more documents," specify exactly which documents you need and why.
Use the chat for all communication. This keeps a single history for the case that both you and the client can reference. Learn more about uploading documents and evidence.
Check the case lifecycle. Understanding where the case sits in the case lifecycle helps you decide whether to request more info, accept, or decline. Note that declining is only possible while the case is still in Pending Verification - once you have moved it to More Info Required, your remaining exits are Active or Close case.