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.

While the case is open, it counts against your Case Engagement Multiplier as an ignored case from day 14 onwards. The multiplier measures whether you have an unresolved case sitting with you right now.

Once the case auto-closes, that penalty lifts - the Case never started close code is treated as a validated decline, the same as if you had declined it yourself.

But the auto-closure is not a free pass. The verification task on that case is resolved weeks past its deadline, and it stays in your SLA score. Case verification tasks carry the heaviest weight in the SLA component (60%), and a task resolved 7 or more days late scores 0. That is where a pattern of ignored assignments accumulates and shows up in your ranking. Acting on a case - even declining it - is always better for your score than letting it auto-close.

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.