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Clear the donor triage queue

Who can do this Owner, Admin, Member

When a donation’s identity details don’t cleanly match an existing donor profile, DonorCARE holds it here instead of guessing — clearing the queue means telling it what you already know.

Merging two records from this queue needs Owner or Admin — see Merge duplicate donors. Everyone with donor access can view the queue.

Before you start

Section titled “Before you start”
  • Nothing in the queue blocks a donation from being recorded — it’s already saved. Triage only affects which donor profile it’s matched to.

Steps

Section titled “Steps”

  1. Open Donors → Triage. Each row shows a donation’s identity details next to the profile DonorCARE compared it against, and — in italics — the reason it was flagged.

    the Triage table showing a flagged row with its reason

  2. Read the badge. “Safe to resolve” means DonorCARE is confident enough to fix it automatically; “Needs a decision” means it isn’t.

  3. For a “Safe to resolve” row, select Resolve. DonorCARE updates the profile and the row drops out of the queue.

  4. For a row with Fix ID available, select it, choose whether the profile’s identity details or the donation’s are correct, and select Apply.

    the Fix ID popover with both identity values shown

  5. If the donation and the profile really are two different people, select Merge to combine them the same way as from a donor’s profile — see Merge duplicate donors for what that does.

  6. If they’re genuinely two different people who happen to share a detail, select Keep separate. This dismisses the row without changing either record.

If something goes wrong

Section titled “If something goes wrong”
What you see What it means What to do
A row has no Resolve, Fix ID, or Merge option — only Keep separate DonorCARE couldn’t determine a safe automatic fix or a mergeable pair for this row. Open both records from their profile pages, compare them directly, and correct or merge from there if needed.
“Nothing needs review.” The queue is empty. Nothing to do — this is the queue working as intended.
Section titled “Related”

Screenshots use sample data. Every screen on this page is captured against a demo organisation seeded with generated donors, amounts, receipt numbers and campaigns. Any resemblance to a real person or organisation is coincidental.