Goal
Help your customers by looking up their case status, assisting with onboarding, verifying attribution, and escalating to Debitura when needed.
Prerequisites
An active referral partnership with Debitura.
Your Partner GUID (provided by Debitura during partnership setup). If you do not have one, see How to request credentials, environments, and support access.
At least one linked customer (client) in Debitura.
Steps
1. Log in to the Referral Partner Dashboard
Enter your Partner GUID on the login page.
The dashboard authenticates your partner account and opens the Cases view.
Your session persists for 14 days, even if you close the tab or restart the browser. After 14 days, or if you log out, you will need to re-authenticate with your Partner GUID. If you receive an authentication error, request updated credentials from Debitura.
2. Look up a customer's case status
When a customer asks about a collection case, use the Cases view to find it.
Navigate to the Cases view (the default view after login).
Use the search bar to find the case by case reference (e.g. DEB-12345), debtor name, or customer (client) company name.
Optionally, filter by status tab: All, Active, Pending, Closed, or Paused.
The table shows the case reference, customer name, debtor name, invoice amount, status, assigned collection partner, creation date, and last activity date.
What each status means:
Active - the case is currently with a collection partner who is working on recovery.
Pending - the case is awaiting contract signing or collection partner assignment.
Closed - collection is complete (successfully collected or terminated).
Paused - collection activity is temporarily on hold.
You can export the filtered results as a CSV file for further analysis.
3. Help a customer complete onboarding
If a customer has not yet signed the Standard Debt Collection Agreement (SDCA), their cases will remain in "Pending" status. Use the Clients view to check and resolve this.
Switch to the Clients view.
Filter by the Unsigned SDCA tab to see customers who have not yet signed the SDCA.
Find the customer in the table. The "Onboarding Status" column shows Pending or Complete.
For customers with pending onboarding, click on the row to open the onboarding modal. This displays the full onboarding URL and a copy-to-clipboard button.
Share the onboarding URL with your customer. They need to visit this link to confirm their company details, add users, and sign the SDCA electronically.
Once the customer completes onboarding, their status updates to "Complete" and their cases can proceed to collection partner assignment.
If a customer reports problems completing onboarding, see Customer signup / activation issues.
4. Verify earnings and attribution
Use the Earnings view to check that referral fees are being generated for your customers' cases.
Switch to the Earnings view.
Review the summary cards at the top: Total Earned, Ready to Invoice, Awaiting Debitura Payment, and Pending.
Search the transaction table by case reference or customer name to find specific earnings.
Check the Revenue Stage column to see where the fee is in the lifecycle: Pending (you can invoice), Invoiced (awaiting payment), or Paid (complete).
All amounts are displayed in USD for consistency across currencies. For details on how revenue stages work and how to invoice Debitura, see Revenue sharing and financial reconciliation.
If you expect fees for a case but none appear, check whether the customer is an attributed or non-attributed client. Non-attributed clients only generate fees on cases submitted through your platform (via bearer token), not on cases the client creates directly in Debitura. For more details, see Referral program overview. If you believe attribution is incorrect, see Missing lead attribution.
5. Escalate to Debitura
Debitura handles collection partner management, case operations, and compliance. Escalate to Debitura when:
A customer reports a problem you cannot resolve through the dashboard (e.g. case stuck in an unexpected status).
A customer disputes a fee or has a billing question that requires Debitura's investigation.
You need technical support with your integration or dashboard access.
Contact channels:
Technical support: [email protected]
Partnership and billing questions: [email protected]
When escalating, include the case reference, customer name, and a description of the issue so Debitura can investigate efficiently.
Result
After completing these steps, you can answer your customers' questions about case progress, help them complete onboarding, verify that referral fees are being generated correctly, and escalate complex issues to Debitura with the right information.
Edge cases
Dashboard is read-only. The Referral Partner Dashboard does not support creating cases, modifying client details, or managing onboarding directly. Cases are created through your platform's API integration. Onboarding is completed by the customer via the onboarding URL.
Non-attributed clients generate limited fees. If a customer already existed in Debitura before linking to your platform, they are marked as non-attributed. Fees are generated only for cases submitted through your platform, not for cases the client creates directly in the Debitura web app.
Onboarding URL expiration. If a customer's onboarding link has expired, a new link must be generated through your platform's API integration by calling the client creation endpoint again.
CSV export limit. Dashboard CSV exports are limited to 1,000 rows. For larger datasets, use the Referral Partner API directly.