Help your customers by looking up their case status, assisting with onboarding, verifying attribution, and escalating to Debitura when needed.

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.

When a customer asks about a collection case, use the Cases view to find it.

What each status means:

You can export the filtered results as a CSV file for further analysis. The export includes the waiting party, waiting-since date and reason labels for cases on hold, but not Debitura's question to the customer.

If a case is on hold for validation: open the case to see its validation card. When the case is waiting for the customer, the card shows when the wait started (when known), short reason labels and, when available, Debitura's current question to the customer, word for word, with How you can help and What happens next sections. It does not show Debitura's internal notes. Encourage the customer to answer the request Debitura sent them. If you have supporting evidence, such as an account statement, you can upload it with Go to Files for Debitura's team to review. Your upload is not the customer's answer to the request: it does not trigger an automatic recheck and does not by itself move the case to Debitura reviewing. If the card shows a date when the case may close, treat it as an estimate, not a guarantee.

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.

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.

If a customer has pending KYC verification: For customers whose cases are routed to a collection partner that requires KYC (currently UK partners under Oriel Collections), a Pending KYC Status badge appears in the Clients view. Clicking it opens a form where you can submit the director's full name, home address, and date of birth on the customer's behalf. This unblocks case submission without requiring the customer to fill in the form themselves. Once submitted, the badge updates to Completed.

One UK edge case to know about: if a customer hit a 409 "already exists" response on first submission and approved the link request before any KYC was on file, the cases that carried through may briefly appear without KYC enforced. The next case your platform submits for the same customer (through your API integration) will catch the gap and require the director details before it accepts. If a UK customer reports cases that "look like nothing's happening," check the Clients view for a Pending KYC badge and submit the director details to unblock.

Use the Earnings view to check that referral fees are being generated for your customers' cases.

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 (through your integration), 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.

Debitura handles collection partner management, case operations, and compliance. Escalate to Debitura when:

Contact channels:

When escalating, include the case reference, customer name, and a description of the issue so Debitura can investigate efficiently. For response-time SLAs and the full escalation path (including critical-issue contact), see Referral Partners: Support channels, SLA, and escalation.

Use these scripted answers to handle the three questions customers ask most often. Tailor the wording to your tone of voice; the facts below come from how Debitura's collection process actually works.

When a partner declines a case, the dashboard shows the specific close code on the case row in the Cases view (small text below the status badge in the case list). The close code tells you why the partner could not work the case.

Common reasons partners decline include: insufficient supporting documents, debtor jurisdiction or claim amount falling outside the partner's coverage, debtor already known to be insolvent or untraceable, or duplicate debtor records.

If the close code does not make the situation clear, escalate to Debitura with the case reference and ask for a fuller explanation.

Standard cases run on a 6-month exclusive pre-legal period. During this period the assigned collection partner is the only party working the case, and the customer cannot withdraw it without paying the full success fee.

The 6-month period extends automatically by 12 months if the debtor:

If the 6-month period passes with no outcome, the case may close as "Pre-Legal Exhausted - No Payment", and the customer can decide whether to pursue legal escalation.

Debitura assigns a local collection partner automatically, based on the debtor's country. The assigned partner's name is visible in the case sidebar inside the dashboard.

Customers can communicate directly with the assigned partner using the in-platform case chat on the case detail page. Every collection partner in the network has been verified and onboarded by Debitura, so customers do not need to vet partners themselves.

With the Full Integration, the approval link your platform delivered to your customer expires after the partner's configured window (default 7 days; configurable per partner up to 30 days). When it expires, you receive a client.link_expired webhook. To recover, your platform simply re-runs the same client creation call with the same external tenant ID and payload. Debitura creates a fresh link request and returns a new approval URL. Debitura does not email it, so your platform must deliver it to the customer (by redirect, an in-app prompt or your own email). Any cases originally submitted in the payload are still preserved and will land on approval. No data is lost. With the Starter Integration, Debitura emailed the approval invitation to the user you submitted, and it expires under the same window; the expiry shows on the collection request and its update webhook, and you send a fresh collection request to start a new approval.

The most common cause is that the customer (or you on their behalf) clicked twice in quick succession, or that the customer had two browser tabs open. The platform processes only one approval or decline per link request, so the second click is rejected. The first action did succeed - check the Clients view; the customer should already be linked. If they are not, contact [email protected] with the customer's external tenant ID.

Use this table to decide what to advise your customer.

SLA reminder: collection partners are expected to reply in case chat within 48 business hours (weekends excluded). If you have not heard back within that window, send a follow-up in case chat before escalating.

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.