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 two-business-day deadline. 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.
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.