HUB - Debt Recovery Process

HUB - Debt Recovery Process

This Article will explain all you nee to know about the Debt Recovery process through HUB.

Initial Configuration

Before you can start confirming and sending debt cases to your preferred agent, you will first need to raise a request through our helpdesk so we can setup the debt export for that agent from your instance. 
You will also need to make us aware of this when you’re looking to use a new debt agent alongside or instead of your existing agent.

Login Details

When we setup the new debt agent, we will provide you with a set of FTP login details which is where the export will be sent to on a daily basis.
We will also provide you will HUB access for the debt agent so they can access any evidence for the exported PCNs.

How Debt Recovery is calculated

When a PCN has reached an age where it's able to confirm the PCN for the debt recovery agent (usually 56 days), the status of the PCN will change. However, the system doesn't use the total age of the PCN when I'm referring to 56 days old. It's broken down into two sets of 28 day periods.
  1. The first 28 days are from the issued date to FR sent date. 
  2. Once the FR letter has been sent, the second duration of 28 days starts which then allows the PCN to be sent to Trace.
We do this so that no PCNs are sent to a DR agent without the FR letter being sent which is the last correspondence between issuance and DR.

Confirming PCNs for Debt Recovery

You'll be able to select this from the Status drop down on the Parking Charge Search list - 'Debt Recovery - Confirmation Required'.
From here, you'll be displayed with all PCNs which are at a stage you can confirm them for Debt Recovery. Using the arrow icon on the right hand side. See below on the left:

We recommend you check the details on the PCN one last time before confirming for Debt Recovery.
Once you've clicked this icon, the status will be updated to Debt Recovery Confirmed. At which point it's waiting for the system to batch up all confirmed debt cases overnight to send over to the debt agent in one file. This file will be exported to the FTP area referenced above.

After Confirmation

One you have confirmed a PCN for Debt recovery, the system will process them overnight and batch them up into a .csv file which will be uploaded to an FTP area which we will provide to you to pass onto the Debt Agent.

Also, once confirmed, the balance of the PCN will be increased by the defined debt costs setup on the system. Along with this, the system will also prevent payment using the IVR line and Online Payment Page, as the payment will now be made via the Debt Agent.

Cancelling Debt Recovery

If you need to bring the PCN back from Debt Recovery for any reason, you can do this from HUB using the yellow cross icon below:


This will change the statis of the notice to Debt Recovery - Pending Cancellation which will be processed overnight similar to how the confirmation process works.
A file will then be created and uploaded to the FTP area so the Debt Reocvery agent is aware they no longer need to pursue the case.

Other Debt Statuses

Debt Reocvery - All
  1. This status will show all PCNs which are at one of the following status.
Debt Reocvery - Confirmation Required
  1. When a PCN reaches 56 days, the status will be updated to require confirmation to be sent to Debt Recoevry. At this point, you can filter the PCN list to only show the once which require this confirmation using this status.
Debt Reocvery - Pending
  1. Once you have confirmed a PCN for Debt Reocvery, it is put into a pending state for the rest of the day until the export is processed overnight. During this time, you’re able to cancel the confirmation if you need to hold it back from debt.
Debt Reocvery - Awaiting Agent Confirmation
  1. If required, we can setup the system to require some secondary confirmation before the cases are exported to the debt agent. This secondary confirmation can only be actioned by certain users (agents).
Debt Reocvery - Sent - All
  1. A bit like the status Debt Recovery - All, this status will show all cases which have been confirmed and sent to debt recovery. Anything at this status currently being pursued by the debt recovery agent.
Debt Reocvery - Cancelled
  1. If you need to bring the PCN back from debt recovery, then you will cancel the debt recovery for that PCN. At this point, the PCN will be placed in a cancelled pending state until the batch is ran overnight. Once this batch is ran, a file will be uploaded to the FTP area so the debt recovery agent can see which PCNs have been taken off their list to pursue. But will also set the PCN back to an issued status so you’re able to process it again.

Importing Debt Payments

We have a more details explaination of this process as part of another article which is linked below:

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