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Collection Partners: Payment reporting mismatch (reconciliation)

If the payment amounts you see in your Partner Balance do not match what you expected, this guide walks you through the most common causes and how to resolve them.

Problem (symptoms)

You may be experiencing a payment reporting mismatch if:

  • The amount shown in Partner Balance differs from the payment you recorded

  • Your expected earnings do not match the "Collection Partner Amount" column

  • A payment appears but the commission status shows "Unpaid" when you expected "Paid"

  • Monthly totals used for Debitura's invoice seem incorrect

Likely causes

Payment reporting mismatches typically occur for one of the following reasons:

1. Payout split calculation

Every payment creates a payout that splits funds between the creditor (client), you (collection partner), and Debitura. The amounts shown in Partner Balance reflect your share after this split, not the gross payment amount.

For Exclusive partners, Debitura takes a revenue share from your portion:

Debitura's revenue share is configured individually for your partnership - there is no platform-wide rate. You have one pre-legal rate and one legal rate, and rates vary widely between partners (25%, 20% and 18% are common). 40% pre-legal / 20% legal are illustrative examples only. Your pre-legal rate may also be tiered by claim size. Check the rate on the payout itself, or your partnership agreement, before concluding a split is wrong.

See Commission models and revenue share for details.

📋 Non-Exclusive Partners

Legal Network partners have a 0% revenue share to Debitura. You keep all fees collected from clients. Your payout split shows only the creditor amount and your full earnings with no Debitura revenue line.

2. Payment recipient affects commission status

The payment recipient records who actually received the debtor's money - the collection partner, the creditor (your client), or Debitura directly. It also drives the commission status:

  • If you, the collection partner, received the funds directly - Commission Payment Status is automatically marked "Paid" because you already hold the cash.

  • If the creditor (your client) received the payment - you must invoice the client for your fees and manually update the commission status to "Paid" once settled.

If you expected a payout to show "Paid" but it shows "Unpaid," check whether the payment was recorded as received by the creditor (your client). For guidance, see How to handle direct payments to the client.

3. Commission Payment Status

Commission Payment Status tracks whether you have received your commission from the creditor - it does not track what you owe Debitura. That is tracked separately by the Debitura Invoice Status column. Unpaid - the creditor has not yet paid you your success fee (the default when the debtor paid the creditor directly). Paid - you have received your fee, either because the debtor paid you directly or because you marked the creditor's settlement as paid. Credited - the commission has been written off as uncollectible (Debitura admin action only).

Debitura's monthly invoice to you covers only payouts where Commission Payment Status = Paid - Debitura does not bill you for a commission the creditor has not yet forwarded to you.

4. You are looking at the wrong status field.

A payout has two independent status fields. Commission status answers 'has the creditor paid me?' (Unpaid / Paid / Credited). Debitura Invoice Status answers 'has Debitura billed me for its share?' and moves Not Invoiced to Invoice Issued to Payment Received, or Invoice Credited if the invoice is credited or cancelled. Neither field has a 'Pending' or 'Reconciled' state, and a payout is visible in Partner Balance the moment it is created - there is no processing delay to wait out.

5. Commission type differences

Your partner account is configured with one of two commission types:

  • Standard: Debitura's percentage applies to all your earnings (success fees, interest, reminder fees, collection fees)

  • Success Fee Only: Debitura's share applies only to the success fee portion. You keep additional fees (interest, reminders, collection charges) in full.

If your totals seem off, confirm which commission type applies to your account. See Pricing rules and commission types for more information.

6. Wrong amount entered

If the amount recorded is simply wrong, you can edit or delete the payment directly on the case. Open the case from Cases Received, find the payment, and use the edit or delete action. If the case is overpaid and closed as Paid, deleting the payment first offers a "Fix the amount instead?" shortcut with a pre-filled corrected amount - use it to resolve the overpayment without reopening the case. If that shortcut does not fit, or the case is not overpaid, you will be prompted to confirm reopening the case instead - the change is blocked if you decline. If the payment is already on a Debitura invoice, it is locked and cannot be edited or deleted; contact Support to arrange a credit note.

Fix (self-service checks)

Follow these steps to identify and resolve the mismatch:

  1. Open Partner Balance: Go to Partner Balance and locate the payment in question.

  2. Check the payout split: Review the "Creditor Amount" and "Collection Partner Amount" columns. Confirm that the split matches your understanding of the revenue share percentages.

  3. Verify who received the payment: If the payment went directly to the client, Commission Payment Status will be "Unpaid" until you mark it as paid.

  4. Review Commission Payment Status: Confirm whether the payout shows Unpaid, Paid, or Credited. Only "Paid" payouts are included in monthly invoicing.

  5. Check the case details: Open the case from Cases Received and review the payment and payout records on the case timeline.

  6. Compare against your records: Match the payout date and amounts to your own accounting. Small discrepancies may be due to rounding (tolerance: 0.01).

For a full explanation of Partner Balance fields and calculations, see Partner Balance: fields, calculations, and common questions.

Escalation

If the steps above do not resolve the issue, contact Debitura Support and include the following information:

  • Case reference or Invoice ID for the affected payment

  • Payment date and gross amount received

  • Expected amount versus actual amount shown in Partner Balance

  • Who received the money - you, the creditor (your client), or Debitura directly

  • Screenshots of the Partner Balance and case payment records (if available)

This information helps Support investigate the discrepancy quickly.

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