Goal
Complete the partner rating form that Debitura assigns to you as a task after an eligible case closes, so the platform can track partner quality on your behalf.
Step 1: Check your task list.
For eligible cases, a "Review Partner" task appears in your task list about two hours after the case closes. The two hours are a processing delay that lets case details (payments, closing reason) finalize before you are asked for feedback, not a guarantee that a task will appear for every closed case. While the request is open, the closed case itself also shows Review Partner as the button at the top of the case page.
Two ways to leave a review
For eligible cases, after the case closes, we ask you automatically - a "Review Partner" task appears in your task list about two hours after closure. We ask your company about the same partner at most once every 90 days, measured from when the previous request was created rather than from when someone answered it. Several eligible cases closing around the same time therefore normally produce one request, not one per case. Where the figure is available, a later request tells you how many cases with that partner have closed since the previous one.
Or whenever you want: open the case, choose Actions > Report an issue, pick one of the options about how the partner acted, and choose Leave a review instead of File a complaint. You do not need to wait for the case to close. Report an issue is available on a case that has an assigned collection partner you have a relationship with and is no longer awaiting Debitura's internal verification. Starting from the collection partner's page instead of a case, you will first be asked which case the review is about. This route is not limited by the 90-day cooldown on automatic requests; the rule that each case can be reviewed only once still applies.
Step 2: Open the task.
Click the rating task in your task list. The form opens directly in the platform.
Step 3: Review the case summary.
At the top of the form you will see a summary of the case outcome:
If the debt was collected (fully or partially), a green banner shows the recovered amount and the number of days it took.
If the debt was not collected, a gray banner shows the closing reason (for example, "Debtor Insolvent/Bankrupt").
Step 4: Answer the rating questions.
The questions depend on the case outcome:
Collected cases:
Case satisfaction (1 - 5 stars): "How satisfied are you with the result of this case?"
Communication and professionalism (1 - 5 stars): "How would you rate their communication and professionalism?"
Free text feedback (optional): "Anything else?"
Recommendation score (0 - 10): "How likely are you to recommend [Partner Name]?"
Not-collected cases:
Case handling satisfaction (1 - 5 stars): "How satisfied are you with how they handled this case?"
Communication and professionalism (1 - 5 stars): "How would you rate their communication and professionalism?"
Explanation clarity (Yes / Somewhat / No): "Did they clearly explain why collection was not possible?"
Free text feedback (optional): "Anything else?"
Recommendation score (0 - 10): "How likely are you to recommend [Partner Name]?"
All fields are required except the free text feedback.
Step 5: Submit.
Click the submit button. The rating is saved and the associated task is marked as complete.
Result
Your feedback is recorded. The collection partner sees your two star ratings (for the case result or handling, and for communication and professionalism) on its ratings page, together with the case and who reviewed it. Every review also feeds the partner's Ratings score in the partner performance scoring system. The recommendation score (0 - 10), your free text feedback and your answer about how clearly collection was explained are visible only to Debitura and are not shared with collection partners.
Edge cases
Cannot find the rating task? The task appears roughly two hours after case closure. If you do not see it, check that the case is fully closed and allow some time for processing. Your company may also already have been asked about this partner within the last 90 days, in which case no new task is created. A case you already reviewed through Report an issue does not generate an automatic request either.
Request expired? An unanswered rating request stays open for 30 days after it is created, then closes itself and its task is resolved. This 30-day window is separate from the 90-day limit on how often we ask your company about the same partner. You can still leave a review afterwards - open the case, choose Actions > Report an issue, pick one of the options about how the partner acted, and choose Leave a review.
Do not want to rate this case? You can choose Skip on the review form, on the task in your task list, or in the case's action items, and confirm. The request and its task close without a rating, and we do not automatically ask you to review that case again. You can still leave a review for the case later through Report an issue, as long as the case has not already been reviewed.
Want to contact the partner directly? Use the in-platform chat on the case page. You can find your cases at Cases.
Already submitted? Each case can only be reviewed once, and that limit covers both routes. If you have already submitted a review for a case - whether from the task or from Report an issue - no further rating task will be created for it and you cannot leave a second review. Note that when you review from an open case there is no outcome banner, and you are not asked "Did they clearly explain why collection was not possible?"
Want to escalate? If your feedback goes beyond a rating and you want to raise a formal issue, you can file a complaint about the collection partner.