Collection Partners: How to close a case
This guide walks you through closing a collection case in the Partner Portal, including how to select the correct close code and what happens after closure.
Goal
Close a collection case in the Partner Portal by selecting the correct close code that reflects the outcome.
When to close a case
Close a case when one of the following applies:
The debt is fully paid
The debt is partially paid
You cannot proceed (debtor bankrupt, untraceable, or statute of limitations expired)
The client has requested withdrawal
All pre-legal collection efforts are exhausted (typically after the 6-month collection period)
Recovery cost exceeds the claim value
Client-requested closures
When a client requests closure from their portal, the system behaviour depends on the case's collection period state. Review the message before proceeding with final invoicing.
Within the active collection period: The case is paused and you receive a standardized chat message acknowledging that the full success fee and collection costs apply. Close the case with the appropriate close code and issue any applicable invoices.
After the collection period has expired: The case is closed automatically with the Withdrawn by Client close code, and you receive a notification asking you to stop all collection activities. No further action is required from you to close the case.
Steps
Open the case from your Cases Received page.
Click Close Case in the case detail actions.
Select the outcome category: Fully Recovered, Partially Recovered, or Not Recovered.
If you select Fully Recovered or Partially Recovered, the modal redirects you to register the payment first. Once the payment is recorded, the system closes the case with the appropriate success code (Paid or Partially paid).
If you select Not Recovered, choose the specific close code from the dropdown. There are 12 codes available (see below).
Add a comment explaining the closure reason. This is required when selecting Other and recommended for all closures.
Click Submit.
Choosing the right close code
Each close code indicates a specific outcome and affects your performance score differently. For a full reference of all codes, see Case close codes.
Success codes
Code | When to use |
Paid | Debtor paid the full outstanding amount. |
Partially paid | Debtor paid some amount but not the full debt. |
Both success codes trigger payout creation to distribute funds between the client and you according to the agreed commission rate.
Partner decline codes (no scoring penalty)
Code | When to use |
Case never started | You reviewed the case and cannot take it (jurisdiction mismatch, case type not handled, capacity issues). |
Invalid Case Data | Critical case information is incorrect or missing (wrong debtor details, invalid documentation). |
Debtor Insolvent/Bankrupt | Debtor has filed for bankruptcy or is officially insolvent. |
Debtor Untraceable | All reasonable efforts to locate the debtor have failed. |
Statute of Limitations Expired | The legal deadline to collect this debt has passed per jurisdiction laws. |
These codes do not count against your engagement multiplier or collection score.
Client decision codes
Code | When to use |
Withdrawn by Client | Client asks to stop collection (debtor became a customer again, internal resolution reached). |
Disputed - Legal Action Declined by Client | Debtor disputes the debt and client declines to pursue legal action. |
Settlement Rejected by Client | You negotiated a settlement but the client rejected the terms. |
Unresponsive Client | Client stops responding to your communication, making collection impossible. |
These codes currently count against your collection score even though the closure is driven by client decisions, not your performance.
Process completion codes
Code | When to use |
Pre-Legal Exhausted - No Payment | You have completed all reasonable pre-legal collection attempts without payment. Typically used after the 6-month collection period. |
Uneconomical to Pursue | Recovery cost exceeds the claim value (small claims, remote jurisdictions, high enforcement costs relative to amount). |
Fallback code
Code | When to use |
Other | Any closure reason not covered by the codes above. You must provide a detailed comment. |
When you select Other and type a comment, the system may suggest a more specific code based on your comment. You can accept the suggestion or keep Other.
📋 Non-Exclusive Partners
Non-Exclusive (Legal Network) partners close cases the same way via the Partner Portal. The main difference is that collection periods do not apply to quote-based cases, so there is no exclusivity constraint on timing. Close codes and scoring impact are identical.
What happens after closure
Success codes (Paid, Partially paid) trigger payout creation, distributing funds between the client and you per the agreed commission rate.
The close code is recorded and affects your performance score.
Partner decline codes do not count against your engagement multiplier.
Client decision codes currently count against your scoring (known limitation).
Case history is retained for reporting and analytics.
Common mistakes to avoid
Selecting Other when a specific code fits. Review the close code tables above or the full close codes reference before choosing.
Not adding a comment. Even when not required, a brief comment helps with reporting and data quality.
Using Pre-Legal Exhausted too early. This code should only be used after completing all reasonable pre-legal collection attempts.
Confusing Uneconomical to Pursue with Pre-Legal Exhausted. "Uneconomical" is a cost-benefit decision (recovery cost exceeds claim value). "Pre-Legal Exhausted" means all standard efforts have been tried without result.
Result
The case moves to Closed status. The close code, your comment, and the closure date are recorded. If payments exist, payouts are generated automatically. You can view closed cases and their outcomes on your Cases Received page.