--- title: Frequently Asked Questions | PRA Law Firm description: Understand your statutory civil damages rights and obligations related to theft incidents, and learn how to navigate payment and settlement options. --- [Skip to content](https://www.pralawfirm.com/faq#main-content) [![](https://www.pralawfirm.com/hs-fs/hubfs/Untitled%20design%20(21).png?width=400&height=100&name=Untitled%20design%20(21).png)](https://48017064.hs-sites.com/?hsLang=en) - [Civil Demand](https://www.pralawfirm.com/civil-demand) - [Restitution](https://www.pralawfirm.com/restitution) - [About Us](https://www.pralawfirm.com/about) - [Contact Us](https://www.pralawfirm.com/contact) - Resources Show submenu for Resources - [Payment Portal](https://www.pralawpay.com/WebApp/) - [Client Portal](https://www.praportal.com/main/Default.aspx) - [FAQ](https://www.pralawfirm.com/faq) - [Blog](https://www.pralawfirm.com/blog) Open main navigation Close main navigation - [Civil Demand](https://www.pralawfirm.com/civil-demand) - [Restitution](https://www.pralawfirm.com/restitution) - [About Us](https://www.pralawfirm.com/about) - [Contact Us](https://www.pralawfirm.com/contact) - Resources Show submenu for Resources - [Payment Portal](https://www.pralawpay.com/WebApp/) - [Client Portal](https://www.praportal.com/main/Default.aspx) - [FAQ](https://www.pralawfirm.com/faq) - [Blog](https://www.pralawfirm.com/blog) - [REQUEST A CALL](https://www.pralawfirm.com/request-consultation) [REQUEST A CALL](https://www.pralawfirm.com/request-consultation?hsLang=en) **WE're Here to Help** # Frequently Asked Questions Why am I receiving this letter? Our client (the retailer) has forwarded your file to PRA Law Firm to make a restitution and/or statutory civil damages settlement request.  Civil laws have been enacted by state legislatures allowing for civil remedies which to a certain extent are used to compensate retailers for a variety of losses, costs  and expenses associated with theft and shoplifting generally as well as the legal damages associated with the specific incident in question.  These laws were often enacted in part to serve as a penalty against theft offenders or responsible individuals apart from any possible criminal punishment and to make it less likely for the theft offenders to commit theft again.  Restitution may be requested to compensate the retailer for any actual loss associated with the incident, such as damage to merchandise or theft of cash, while statutory civil damages may be requested to reimburse the retailer for additional losses associated with theft incidents and can sometimes include both actual damage and exemplary (penalty) damage components.  The exemplary or penalty damage component of these statutory civil damages requests is often allowed to be requested even if the merchandise or property was recovered and not damaged. What happens if the store has its merchandise or property back? Restitution will not be requested if the store has received its merchandise or property back undamaged.  However, whether the item or property was or was not damaged, or whether or not it was returned to the store has little, if any bearing on whether there will be a statutory civil damages request or the amount of that separate request. If restitution has been made, a statutory civil damages request may therefore still often be made.  The statutory civil damages settlement amount being requested by the retailer is not to compensate it for the merchandise, but for the invasion of a legal right to the retailer’s ownership of and control over its property. The police were not called. Why am I still being asked to pay? Store personnel are typically the ones given authority to decide whether to call the police or not.  This statutory civil damages request is separate from and independent of any criminal action that may or may not have been taken. I went to criminal court, why do I have to pay this? Whenever a person commits, or attempts to commit a theft, that action may be considered both a crime and a civil tort.  The retailer may request the state to file criminal charges and it may choose to request statutory civil damages.  This statutory civil damages request is separate from and independent of any criminal action that may or may not have been taken.  So even if criminal charges are pending and regardless of the outcome of the criminal matter, the retailer may still make a statutory civil damages request pursuant to state statute. If I pay the statutory civil damages claim do I still need to go to criminal court? If there is a criminal court action, then you need to comply with the rules of the criminal court regarding the criminal matter.  Payment of this statutory civil damages request does not relieve you of any obligations associated with a possible criminal proceeding, but does ensure that you will be relieved of  statutory civil damages liability for the incident. What if I can’t or don’t pay? If you are currently unable to pay the entire statutory civil damages amount being requested, please call one of our customer support representatives, using the number listed on the letter to discuss the matter. Failure to respond to our client’s request for settlement within the time specified in the Settlement Offer may, depending on the jurisdiction, result in the request of a higher settlement amount.  Refusal to pay the requested settlement amount may also, at the discretion and direction of our client, result in the filing of a civil lawsuit against you. How can I pay my civil penalty? Visit our payment portal for more information here. How can I find out the balance on my file? Dial 1 (866) 213-4847. When is my next payment due? Dial 1 (866) 213-4847. How can I find out if my payment posted? Dial 1 (866) 213-4847. Please note, it may take approximately two to three business days for your payment to post to your file and it may sometimes take longer for your payment to post to your bank. When will I get my release letter? Please allow up to eight weeks to receive your release letter. All release letters will be delivered via U.S. Mail to the address listed on file. Therefore, please make sure you update your address with our office and your local post office to ensure accurate delivery. What are your office hours? Monday through Friday: 8:30 a.m. through 9:00 p.m. (Eastern Standard Time Zone)   Saturday: 11:00 a.m. through 4:00 p.m. (Eastern Standard Time Zone)   Sunday:  11:00 a.m. through 3:00 p.m. (Eastern Standard Time Zone) Do you speak Spanish? Si tiene mas preguntas, le exijo que nos llame para mejor seleccionar esta indiscreción. El número de nosotros es (888) 572-5637. **El horario de esta officina es:** Lunes – Viernes: 8:30 a.m. – 9:00 p.m. (tiempo este) Sábado: 11:00 a.m. – 4:00 p.m. (tiempo este) Domingo:  11:00 a.m. – 3:00 p.m. (tiempo este) I still have questions, where can I get more information? Additional information can be found on our secure website at [www.PRALawPay.com](http://www.pralawpay.com/), or you can call us using the number listed on the letter. [![](https://www.pralawfirm.com/hs-fs/hubfs/Untitled%20design%20(21).png?width=400&height=100&name=Untitled%20design%20(21).png)](https://48017064.hs-sites.com/?hsLang=en) For over 35 years, PRA Law Firm has been a leader in nationwide civil recovery, specializing in helping corporations combat shrink. With our firm yet fair approach, we turn difficult and aged cases into successful recoveries. [linkedin-in icon](https://www.linkedin.com/company/pra-law-firm-pllc/)   [![SecurityMetrics PCI validation certification logo](https://www.securitymetrics.com/portal/app/ngsm/assets/img/WhiteContent_PCI_Validation_Transparent_Sqr.png)](https://www.securitymetrics.com/site_certificate?id=1879895&tk=4ba120f430132f993fda5097b6a9cf1a)         **Quick Links** [Civil Demand](https://48017064.hs-sites.com/civil-demand?hsLang=en) [Restitution](https://48017064.hs-sites.com/restitution?hsLang=en) [Contact Us](https://48017064.hs-sites.com/contact?hsLang=en) [Client Portal](https://www.praportal.com/main/Default.aspx) [Payment Portal](https://48017064.hs-sites.com/pay-your-bill?hsLang=en) [Blog](https://www.pralawfirm.com/blog?hsLang=en) [Terms and Conditions](https://www.pralawfirm.com/terms-conditions?hsLang=en) ```json { "@context" : "https://schema.org", "@type" : "FAQPage", "mainEntity" : [ { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Our law firm represents the retail merchant in this matter. This merchant has contacted our firm alleging an incident occurred in one of their stores involving the individual named in this letter. A civil demand is not a criminal charge. In general, civil demand statutes allow retailers to recover damages from shoplifters, employees, or accomplices who steal or otherwise damage their merchandise. The law provides a statutory formula for determining the amount of damages the retailer may claim. This amount is generally a penalty completely separate from the value of the stolen goods. The merchant has directed us to try and resolve this civil claim, which is based on an allegation of retail theft or other incident which amounts to theft, damage, or loss of merchandise." }, "name" : "Why am I receiving this letter?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "In all states, retail merchants have the right to request a civil penalty/damages from shoplifters, even if the merchandise was recovered. Your payment goes toward covering the retailer's loss prevention efforts and associated damages. While the item may have been recovered, the retailer has invested time, money, and resources into maintaining security, paying loss prevention personnel, and handling the incident. The civil penalty allows the retailer to recover these costs, and in many states, it is a penalty separate from the value of the stolen goods." }, "name" : "What happens if the item was returned/had no damage to it?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Criminal and civil cases are separate. Our law firm operates solely in the civil aspect of these matters. Retailers can pursue a civil demand without police involvement or a criminal conviction." }, "name" : "The police were not called. Why am I still being asked to pay?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "A civil demand is completely separate from any criminal proceedings related to this incident. Criminal proceedings involve the state or local municipality prosecuting an individual for a violation of the law. The civil demand, on the other hand, is a claim made by the retailer for damages and/or penalties related to the incident. Payment of the civil demand does not resolve any criminal charges, nor does a criminal case resolve the civil claim." }, "name" : "I went to criminal court, why do I have to pay this?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Yes. As stated above, a civil demand is completely separate from any criminal proceedings related to this incident. Criminal proceedings involve the state or local municipality prosecuting an individual for a violation of the law. The civil demand, on the other hand, is a claim made by the retailer for damages and/or penalties related to the incident." }, "name" : "If I pay the statutory civil damages, do I still need to go to criminal court?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "If you cannot afford to pay the total amount due at this time, you can set up a payment plan through our online payment portal. You will need your file number and the zip code on file to access the system. If you choose not to pay the civil demand amount, the retailer may direct us to take further legal action against you. This action may include filing a civil lawsuit to collect the total amount due plus attorneys' fees and costs (where permitted by law)." }, "name" : "What if I don't or can't pay?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "You may submit a payment online by clicking here." }, "name" : "How can I pay my civil penalty?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Click here to check." }, "name" : "How can I find out the balance on my file?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Click here to check." }, "name" : "When is my next payment due?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "The status of your account should be updated by the next business day. If you submitted a payment and the balance hasn't changed, please check back the following day." }, "name" : "How do I find out if my payment posted?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "A release letter is automatically generated within thirty (30) days of your account being paid in full. If it has been more than 30 days and you haven't received your letter, please contact us." }, "name" : "When will I get my release letter?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Our law firm's standard hours of operation are (Eastern Standard Time Zone): Monday-Friday: 8:30am - 5:30pm (EST) Closed Saturday and Sunday" }, "name" : "What are your office hours?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "For Spanish speaking calls, please call the number listed below to speak with a representative. Hablamos Espanol. El numero de telefono para llamar es 1-888-572-5637. Nuestro horario de atencion es el siguiente: Lunes a Viernes de 8:30am a 5:30pm." }, "name" : "Do you speak Spanish?" }, { "@type" : "Question", "acceptedAnswer" : { "@type" : "Answer", "text" : "Additional information can be found in our Payment Portal section or by contacting our law firm." }, "name" : "I still have questions, where can I get more information?" } ] } ```