Debitura enforces a 14/21/30-day timeline on cases sitting in Pending Verification so a case is never left waiting indefinitely. This article explains the warnings you will see, what counts as acting on a case, and what happens if a case is not actioned within 30 days.

Pending Verification is the status a case sits in once it is auto-routed to you as an exclusive collection partner, until you act on it by accepting it, requesting more information, or starting a custom quote. This SLA enforcement is an escalating pair of in-portal warnings (day 14 and day 21) followed by an automatic closure if the case is still unactioned at day 30.

Both halves read the same underlying clock, so a case that is about to close is never a surprise: it is flagged at day 14, flagged again at day 21, and only closed at day 30.

A client is waiting on the other end of every case in Pending Verification. Acting promptly (even to decline a case you cannot take) keeps that case moving and protects your score, since declining does not affect your engagement score the way ignoring a case does.

The clock starts the moment a case enters Pending Verification, not when it was created. If a case is reassigned to a different collection partner while still in Pending Verification, the clock resets: the new partner gets a full 14/21/30-day runway from the point of reassignment.

Both warnings are computed live from your current set of Pending Verification cases. A case drops out of scope the moment it is accepted, moved to Needs Additional Details, moved into a quote, or auto-closed. Cases managed by another partner on your behalf are excluded from scope entirely.

Both warnings ask you to act on a case, not simply to accept it. Accepting, requesting more information, and starting a custom quote are all valid ways to clear a case from scope. Note that custom-terms cases specifically cannot be accepted with one click. See Collection Partners: How to review and approve a new case for the exact steps.

You can review every case currently in Pending Verification from your Cases Received list.

A daily background job checks for cases that have remained in Pending Verification for 30 or more days without action, and force-closes them with the close code Case never started. The closure is recorded as a System action, not a partner or admin decision.

Closing a case this way sends two separate emails: a withdrawal notice to you (to your assigned collector if the case has one, otherwise to your office email and every active admin on your team), and a separate apology to the client. The case stays fully visible in your case lists and case detail view after closure; it is not hidden from you.

Because the day-30 closure reuses the Case never started close code, it is treated as a validated decline by the Case Engagement Multiplier, the same treatment you would get for actively declining a case yourself. On its own, a case that ages all the way to auto-close does not depress your engagement score for having sat unactioned through the 14 to 30 day window. See Collection Partners: Performance scoring and quality expectations for the full scoring model.

An auto-closure only closes that individual case. It does not automatically strip your lead-agent rights, revoke exclusivity on other cases, or end your partner relationship. A repeated pattern of auto-closed cases is something Debitura reviews and acts on separately.

The case itself is also not automatically reassigned to another partner. Most jurisdictions have a single exclusive collection partner, so there is typically no other partner to route it to; Debitura closes the case while working to make sure a capable partner is available for that jurisdiction.

Clients: Why was my case closed after 30 days? explains what the client sees when this happens; that article is being published separately.