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Portal: Case Management

Learn how to effectively manage cases in the Partner Portal, from initial assignment through final resolution.

Case inbox​

Your case inbox is the main view for all assigned cases.

Inbox views​

  • All cases - Complete list of your cases
  • New - Recently assigned cases requiring initial review
  • Active - Cases currently in progress
  • Awaiting payment - Cases where payment is expected
  • Closed - Completed cases (last 90 days)
  • SLA alerts - Cases approaching update deadlines

Sorting and filtering​

  • Sort by assignment date, value, SLA deadline, or client
  • Filter by case type, client, status, or custom criteria
  • Search by case number, debtor name, or reference
  • Save custom filter presets for quick access

Batch operations​

  • Update statuses for multiple cases at once
  • Export case lists to CSV/Excel
  • Assign cases to specific team members
  • Mark cases for priority follow-up

Case details page​

Click any case to view complete information:

Case overview section​

  • Case number - Unique identifier for this case
  • Assignment date - When the case was assigned to you
  • Client - The Debitura client who owns this case
  • Case value - Total amount to collect
  • Current status - Latest status (e.g., "In Progress", "Payment Plan", "Dispute")
  • SLA deadline - When next update is due

Debtor information​

  • Name and contact details
  • Address(es)
  • Phone numbers and email
  • Company information (if applicable)
  • Known payment history

Claim details​

  • Original invoice information
  • Claim amount breakdown
  • Interest and fees
  • Payment terms
  • Supporting documentation

Timeline and activity log​

  • All status updates submitted
  • Payment records
  • Communications sent/received
  • Documents uploaded
  • System events and changes

Documents section​

  • Original invoice(s)
  • Contracts and agreements
  • Correspondence with debtor
  • Evidence of collection attempts
  • Court documents (if applicable)
  • Upload new documents

Updating case status​

Regular status updates are critical for SLA compliance and client communication.

How to submit a status update​

  1. Click "Update Status" on the case detail page
  2. Select the appropriate status from dropdown
  3. Add detailed notes about collection activities
  4. Upload any supporting documentation
  5. Click "Submit Update"

Available status types​

Active collection statuses:

  • Contact attempted - Tried to reach debtor
  • Contact established - Successfully contacted debtor
  • Payment promised - Debtor committed to payment
  • Payment plan agreed - Installment arrangement made
  • Dispute raised - Debtor disputes the claim
  • Investigating - Gathering information or verifying details

Resolution statuses:

  • Paid in full - Complete payment received
  • Partially paid - Some payment received
  • Uncollectible - Case cannot be collected (explain reason)
  • Legal action initiated - Case escalated to court

Administrative statuses:

  • On hold - Temporary pause (requires reason)
  • Returned to client - Case sent back to client
  • Transferred - Reassigned to different partner

Status update best practices​

  • Be specific and detailed in your notes
  • Include dates, times, and contact methods
  • Document all communication attempts
  • Explain reasons for any delays
  • Upload evidence when available

Recording payments​

See the dedicated Payments and Ledger guide for detailed instructions.

Quick summary:

  1. Click "Record Payment" on case detail page
  2. Enter amount, date, and payment method
  3. Add reference number or notes
  4. Submit for verification

Case communications​

Internal messaging​

  • Send messages to the client about the case
  • Ask questions or request additional information
  • Receive responses from client or Debitura team
  • All messages are logged in case timeline

Document sharing​

  • Upload collection evidence
  • Share correspondence with debtor
  • Provide proof of attempted contact
  • Submit court documents or legal filings

Communication templates​

  • Use pre-written message templates for common scenarios
  • Customize templates for specific situations
  • Save frequently used messages for efficiency

Case assignment and reassignment​

Accepting new cases​

  • New cases appear in your inbox within 24 hours of assignment
  • Review case details and accept assignment
  • Set internal priority and assign to team member if needed

Requesting case return​

If a case cannot be collected:

  1. Update status to "Uncollectible" or "Returned"
  2. Provide detailed explanation
  3. Submit return request
  4. Client reviews and approves return

Case transfer (within your firm)​

  • Reassign cases to other team members
  • Maintain case history and continuity
  • Transfer responsibility for SLA compliance

Performance metrics​

Track your success on the dashboard:

  • Collection rate - Percentage of assigned value collected
  • Cases closed - Number of successful resolutions
  • Average days to collect - Speed of collection
  • SLA compliance rate - Percentage of timely updates
  • Payment plan success - Installment arrangements that complete

Tips for efficient case management​

Daily workflow​

  1. Check inbox for new assignments
  2. Review SLA alerts and upcoming deadlines
  3. Update cases with latest activities
  4. Record any payments received
  5. Respond to client messages

Weekly review​

  • Analyze performance metrics
  • Identify stuck cases needing attention
  • Review upcoming SLA deadlines
  • Plan collection strategies for challenging cases

Best practices​

  • Update case status at least every 14 days (or per SLA requirement)
  • Document all collection attempts thoroughly
  • Respond to client messages within 24 hours
  • Keep debtor contact information current
  • Upload supporting documents promptly

Next steps​

Learn about specific workflows: