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Real-World Example

Jane receives a mailed collection notice from ABC Collections before ABC Collections has sent her a digital offer through the network. Jane logs into the consumer portal, uploads an image of the notice, selects the matching creditor profile from the EcoMail Hub directory, enters the account number and balance, and submits a settlement offer. The system validates Jane’s identity against the notice details, checks for duplicate accounts, and routes the response through EcoMail Hub. If ABC Collections is an active member, the response should appear in Creditor Portal -> Notice Responses and the sidebar badge should increase. If ABC Collections is not yet active, the response should stay held in EcoMail Hub until creditor portal delivery is available. When ABC Collections reviews the delivered response, the creditor user can either add the account or return it to sender. The uploaded notice, account details, response type, routing history, and final outcome must remain historically tracked.

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Visual Flow

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Overview

Notice Responses allow consumers to digitally respond to mailed collection notices from inside the consumer portal, even when the creditor has not yet sent a digital communication through the network. Consumers can:
  • Upload a collection notice.
  • Associate the notice with a creditor profile.
  • Submit account details.
  • Create a response such as Pay Balance, Settlement Offer, Payment Plan Offer, Dispute, or Other No-Pay Reason.
Notice Responses are routed through EcoMail Hub and delivered based on creditor membership status.

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Business Purpose

This feature converts mailed collection activity into structured digital negotiations and disputes without requiring the creditor to initiate first contact through the network. The system acts as:
  • A consumer intake workflow.
  • A creditor identity matching workflow.
  • A negotiation automation workflow.
  • A response-routing system.

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Consumer Workflow

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Upload Notice

The consumer uploads a photo or image of the mailed collection notice. The notice must match the consumer’s verified PII:
  • Last name.
  • Last four digits of SSN.
  • Full SSN validation rules where applicable.
Failed identity matches should reject the submission.

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Select Creditor Profile

The consumer selects a creditor profile from the EcoMail Hub directory. Profile data can include creditor name, address, email, website URL, and phone number. If no creditor profile exists, the consumer may create a new profile entry. New consumer-created profiles are classified as CP (Consumer Prospect).

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Enter Account Information

The consumer enters:
  • Account number.
  • Current balance.
  • Additional account reference information.
The system performs account deduplication, account ownership validation checks, and creditor routing checks. Only non-duplicate accounts continue processing.

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Submit Response Type

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Payment Method Restriction

Notice Responses must not collect payment methods. This restriction exists because:
  • The account may no longer be owned or serviced by the noticed creditor.
  • The creditor has not yet added the account into the creditor portal.
  • No merchant processor relationship can be associated with the account until the creditor validates and adds the account.
As a result, Notice Responses do not allow payment execution, payment authorization, bank account attachment, debit card submission, or credit card submission.

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EcoMail Hub Routing Logic

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Active Members

If the creditor profile is an Active Member (AM), the Notice Response is delivered directly into Creditor Portal -> Notice Responses.

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Pending And Prospect Profiles

If the creditor profile is PM, YP, or CP, the Notice Response is not delivered to a creditor portal. It enters a holding state inside EcoMail Hub and remains pending until:
  • The creditor becomes an Active Member.
  • Onboarding is completed.
  • Portal delivery becomes available.

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Deduplication Logic

Before delivery, the system checks:
  • Original account number.
  • Existing portal account records.
  • Prior imported accounts.
Duplicate accounts must not create duplicate negotiations, duplicate notice responses, or duplicate account insertions. Only non-duplicate records proceed.

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Creditor Review Workflow

Delivered Notice Responses appear in Creditor Portal -> Notice Responses. The sidebar badge count increases when a new unhandled response arrives. The creditor user has only two available intake actions: No other intake actions are available. The creditor user cannot manually approve, manually reject, or manually update the response status directly from intake.

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Creditor Review Flow

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Automated Processing After Account Add

Once the creditor user selects Add Account, the system creates the account and automatically evaluates the consumer response.

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Auto-Approved Responses

The following response types automatically approve after the account is successfully added: These responses bypass manual review workflows.

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Settlement And Payment Plan Evaluation

Settlement Offers and Payment Plan Offers are compared against Creditor Master Pay Term Offers. The system compares:
  • Settlement percentage.
  • Monthly payment amount.
  • Days-to-payment rules.
If the offer is not auto-approved:
  • The account has already been added.
  • The response converts into an active negotiation.
  • The negotiation is delivered into Open Negotiations, Negotiations, and the Performance Dashboard.
These non-auto-approved responses function as digital counteroffers requiring creditor review.

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Post-Add Processing Flow

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Return-To-Sender Workflow

If the creditor determines that the account is no longer placed, ownership changed, the account is invalid, or the creditor cannot process it, the creditor user may select Return to Sender. The system should then reject the response, notify the consumer, close the workflow, and preserve the audit history. Badge count should increase when a new unreviewed Notice Response arrives or new response activity occurs. Badge count should decrease when the response status changes from new or unhandled, or when the creditor user reviews or processes the response. Handled responses remain historically tracked but no longer count as new activity.

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Status Handling

Status changes must preserve audit history, communication history, and uploaded notice records. Responses must never be physically removed from tracking after handling.

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Suggested Internal Events

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How It Should Work

  • It should show only Notice Responses associated with the creditor.
  • It should preserve all consumer response details.
  • It should maintain historical response tracking.
  • It should update sidebar counts accurately.
  • It should route responses based on membership status.
  • It should auto-process qualifying response types.
  • It should deliver negotiation exceptions into Open Negotiations.
  • It should prevent duplicate account creation.
  • It should preserve uploaded notice images and routing history.

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How It Should Not Work

  • It should not show responses for unrelated creditors.
  • It should not create duplicate accounts.
  • It should not lose uploaded notice images.
  • It should not remove handled response history.
  • It should not continue showing handled responses as new.
  • It should not allow payment method collection.
  • It should not deliver responses to inactive or non-member portals.
  • It should not allow manual approve, reject, or status editing from the intake stage.

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Developer Notes

  • Notice Response intake is separate from Open Negotiations until an account is added and a non-auto-approved settlement or payment plan offer becomes an active negotiation.
  • Payment method collection must stay unavailable in Notice Responses.
  • Add Account and Return to Sender are the only creditor intake actions.
  • Status changes must preserve uploaded notice records, communication history, routing history, and audit history.
  • Deduplication must run before account creation or negotiation creation.
  • EcoMail Hub membership status controls delivery to the creditor portal.
  • app/Livewire/Creditor/ConsumerOffers
  • app/Livewire/Creditor/NoticeResponse
  • app/Livewire/Creditor/Dashboard
  • app/Livewire/Creditor/Dashboard/Stats
  • app/Livewire/Consumer/NoticeResponse
  • EcoMail Hub
  • Creditor Portal
  • Consumer Portal
  • Open Negotiations
  • Performance Dashboard
Last modified on May 27, 2026