Goal
Notify your collection partner that you received a payment directly from the debtor, so they can update the case and process any outstanding fees.
When this applies
You need to report a direct payment when:
The debtor paid you directly instead of the collection partner
You received payment to your own bank account while the case was active in Debitura
This situation can occur because some jurisdictions do not permit collection partners to receive payments directly, or the debtor may have chosen to pay you instead of the partner.
Steps
Log in to your Debitura account
Go to Cases in the client portal.Find and open the relevant case
Use the search or filters to locate the case where you received the direct payment. Click on the case to open the case detail page.Open the case chat
On the case detail page, find the chat section. This is where you communicate directly with the assigned collection partner. For more details on using the chat, see How to contact your collection partner.Send a message to the collection partner
Write a message informing the partner that you received a direct payment from the debtor. Include the following information:
The payment amount received
The date you received the payment
Any relevant payment reference or documentation
Attach proof of payment (recommended)
If you have a bank statement, payment confirmation, or receipt, attach it to your message. This helps the partner verify and register the payment accurately.
What happens next
After you report the payment:
The collection partner receives your message and a task to respond within 48 business hours.
The partner registers the payment in Debitura, recording that the payment was received by you (the client) rather than by them.
The partner invoices you for their success fee and any applicable fees that would have been charged to the debtor.
Once you settle the partner's invoice, the case is marked as resolved.
To understand how payments flow between debtors, clients, and collection partners, see Payments, payouts and invoicing.
Edge cases
Partial payment: If the debtor paid only part of the outstanding amount, report the partial amount received. The partner will update the case balance and continue collection on any remaining debt.
Payment before case was active: If you received payment before submitting the case or before the partner started work, contact the partner through the case chat to clarify. You may need to withdraw the case.