When leads and quotes apply
Most cases follow standard pricing and are handled automatically. However, some cases enter a lead/quote workflow when:
The creditor requests legal escalation
The case requires custom pricing from collection partners
An exclusive partner declines a standard case but offers custom terms
When this happens, collection partners submit quotes, and the creditor selects the best option. For a detailed explanation of how this process works, see Lead tracking and quotes - how it works.
Lead status definitions
A lead tracks the quote collection process for a case. The lead progresses through these statuses:
Status | What it means | What happens next |
Open | Lead has been created. The case is being verified and prepared for distribution to collection partners. | System verifies case details and identifies matching collection partners. No action required from creditor. |
Qualified | Case has been verified and sent to collection partners for quoting. | Collection partners receive the lead and may submit quotes. The quote collection window is typically 120 business hours (5 business days) or until the expected number of quotes is received. |
Closed | Quote collection has ended. The lead has reached an outcome. | See lead outcomes below for details on what happens based on the specific outcome. |
Lead outcome definitions
When a lead closes, it has one of these outcomes:
Outcome | What it means | What happens next |
Winner | Creditor selected a winning quote from the options received. | The case is assigned to the winning collection partner, who begins work immediately. Other quotes are automatically declined. |
Pullback | Creditor decided not to proceed with any quotes, or the underlying case was closed. | All received quotes are declined. The case may be closed or may return to a previous state depending on the situation. |
Expired | The selection window passed without the creditor choosing a quote. | Creditor receives reminders at 7 and 14 days. After 14 days without selection, the lead expires. Creditor may still manually select a winner if desired. |
Declined Options | All invited collection partners declined to submit quotes. | Creditor is notified that no partners were interested. They may be offered suggestions such as adjusting the case terms or trying a different approach. |
Quote status definitions
Each quote submitted by a collection partner has its own status:
Status | What it means | What happens next |
Sent | Collection partner has submitted their quote with proposed pricing and approach. | Quote is visible to the creditor for review. Creditor can compare this quote against others received. |
Accepted | Creditor selected this quote as the winner. | The case is assigned to this collection partner. They can begin work immediately. |
Declined | This quote was not selected. Either another quote was chosen, or the creditor pulled back without selecting any quote. | No further action. The collection partner is notified that their quote was not selected. |
Timeline and reminders
The typical timeline for the quote process:
Quote collection window: 120 business hours (5 business days) after lead is qualified, or until the expected number of quotes is received (whichever comes first)
First reminder: 7 days after quote collection ends (if no winner selected)
Second reminder: 14 days after quote collection ends (if still no winner selected)
Expiration: After 14 days without selection, though manual selection may still be possible
Supporting your customers
When your customers ask about case progress involving leads and quotes:
Lead is Open or Qualified: Explain that quotes are being collected from collection partners. No action needed yet.
Lead is Closed with Winner: The case is now being handled by the selected collection partner.
Lead is Closed with Pullback: The creditor chose not to proceed with the quotes. Check if they want to restart the process or close the case.
Lead is Expired: The creditor missed the selection window. They may still be able to select a quote manually if desired.
Lead has Declined Options: No collection partners were interested. Consider whether the case terms need adjustment.
For more details on custom quotes and when they apply, see the linked reference.