Clients: What does the "Merged" status mean on my case?
When your collection partner consolidates two or more of your cases against the same debtor into a single case, the absorbed cases show the Merged status and become read-only. This article explains what you see and what to do next.
What you see on a merged case
You opened a case in your Debitura portal and noticed:
A Merged badge in the case header.
A message at the top of the case directing you to another case (the primary case), with an inline link.
All action controls disabled - you cannot edit case details, add a bank account, submit documents, or take any other action on this case.
A "Merged — view only" indicator in the case detail sidebar.
This is expected behavior, not a fault.
Why this happens
Your collection partner has consolidated this case with one or more of your other cases against the same debtor. Rather than work multiple parallel cases for the same debtor, your partner now works a single combined case (the primary case) that covers all the consolidated debt.
Only your collection partner can initiate a merge - you cannot start one yourself, and merges cannot be reversed.
What to do next
Open the primary case. Click the inline link shown at the top of the merged case. Active collection work has moved to the primary case.
Use the primary case for all communication and updates. From now on, chat messages with your collection partner, document uploads, and payment notifications all happen on the primary case. The merged case stays read-only.
Your data is preserved
The merged case remains permanently accessible. All original information is kept as read-only:
Debtor details, claim amounts, and your creditor reference
Chat threads from before the merge
Documents you previously attached to this case
You can navigate back to the merged case at any time using its original URL or reference number. For the full lifecycle context (including how Merged fits with other case statuses), see Case Lifecycle (Deep Dive).
If you have questions
If you are unsure why your collection partner merged these cases, or you need more context on the combined case:
Open the primary case and message your collection partner directly via the chat. They initiated the merge and can explain why.
If your partner does not respond, contact Debitura Support and include: the merged case reference, the primary case reference, and what you would like to know.