📋 Non-Exclusive Partners
This workflow applies to Exclusive partners who receive cases automatically. If you are a Legal Network partner, you receive leads and submit quotes instead of reviewing assigned cases. See How to submit a custom quote for your workflow.
Goal
Complete your review of a newly assigned case and set it to the appropriate status so collection can begin (or the case can be redirected if needed).
Prerequisites
You have a partner account with access to the Cases Received list
You have signed the Standard Debt Collection Agreement (SDCA). If not, the system will prompt you to sign before you can approve a case.
Steps
Open your Tasks inbox
Go to Tasks in the Partner Portal. Look for tasks titled "Verify startup of invoice [reference] against [debtor name]". These are new cases awaiting your review. Tasks include a deadline based on your SLA (typically a few business days).Open the case
Click on the task to open the case details. You can also access pending cases from Cases Received by filtering for "Pending Verification" status.Review the case data and documents
Check the following information:
Debtor details: Name, contact information, address, and debtor type (company or private). Verify the debtor can be located using your local databases and tools.
Claim details: Principal amount, invoice date, due date, and any fees already added. Confirm the amounts appear reasonable.
Documentation: Review any attached files (invoices, contracts, correspondence). For larger claims, ensure adequate supporting documentation exists.
Jurisdiction: Confirm the case falls within your coverage area and meets local legal requirements.
As the collection partner, you are responsible for the final quality assessment. Even cases that pass Debitura's automated checks may not be collectible due to local factors only you can assess.
(Optional) Add fees during verification
You can add interest fees, reminder fees, and collection fees during verification if applicable. Adding fees is recommended but not required. If you verify a case with zero fees, you must add a comment explaining why no fees are added.(Optional) Assign the case to a specific user
If your organization has multiple debt collectors, you can assign the case to a specific user. Update the "Assigned collector user" field to route tasks and case-specific notifications to that person. If left unassigned, all partner users see the tasks and receive notifications.Set the case status
Based on your review, choose one of three actions:
Approve the case (move to Active): If the case passes your quality assessment and you accept it for collection, set the status to Active. This begins the collection period and creates a chat thread with the client.
Request more information (move to Needs Additional Details): If documentation is missing or you need clarification before accepting, set the status to Needs Additional Details. The client receives a notification and a task to respond. See How to request missing information from the client.
Decline the case: If you cannot accept the case (conflict of interest, outside your jurisdiction, debtor insolvency, or other valid reasons), decline it with a reason. The system validates your reason and notifies the client. The case moves to Leads where other partners can potentially quote on it. See How to decline a case.Send an initial message to the client
After approving a case, you can send a message to the client via the case chat. This is useful for introducing yourself, confirming next steps, or asking quick questions. Every message creates a task for the client to respond within 2 business days. See How to communicate with clients in Debitura.
Result
Once you set the status:
Active: The case is now assigned to you for collection. Your verification task closes automatically. The client is notified that collection has started.
Needs Additional Details: The client receives a task to provide missing information. Collection is paused until they respond.
Declined: The case moves to Leads. Other partners may quote on it, or the client may close it.
Edge cases
Case does not fit standard pre-legal requirements: If the case is disputed, a non-standard claim type, or requires legal action, you can still accept it. You may also choose to provide a custom quote instead of following standard terms.
Missing SDCA signature: If you have not signed the SDCA, the system redirects you to sign before you can approve a case. You can view and review cases without signing, but cannot move them to Active.
Reassigning a case after approval: You can change the assigned collector user at any time. This affects new tasks and future notifications but does not change existing tasks.