# Clear the donation triage queue

> What lands in Triage, why, and how to resolve each kind.

Source: https://donorcare.my/help/organizations/donations/clear-the-triage-queue/

**Who can do this:** Owner, Admin, Finance, Member

<!-- Viewer can open this page and see the queue, but cannot resolve an item — donations:update is required to clear a flag. -->

The Settlement tab holds completed donations whose payment couldn't be fully confirmed with the gateway — each one needs a person to look and say whether the money really came in.

## Before you start

- This page covers the **Settlement** tab. For the **Missing Names** tab, see [Complete unfilled offerings](https://donorcare.my/help/organizations/donations/unfilled-offerings/).

## Steps

1. **Open Donations, then select Triage.**

   *Screenshot: the Settlement tab with a flagged row expanded.*
2. **Open a flagged donation and check what it says.** Every row lands here for one of these reasons:
   - The gateway has no record of the payment at all — it was never actually captured.
   - The gateway was re-checked and the payment isn't in its final paid state (an authorize-only wallet payment, or one that was later reversed).
   - The gateway couldn't be re-checked because the campaign's payment gateway is no longer connected, or the re-check request itself failed.
   - A test-mode payment reached your live site — no real money moved.
   - The payment was reversed by the gateway sometime after the receipt was already issued.

3. **Check the payment against your own bank or gateway records**, then decide: if the money is confirmed received, it just needed a second look; if it isn't, the donation needs correcting separately (see [Void or refund a donation](https://donorcare.my/help/organizations/donations/void-or-refund-a-donation/)).

4. **Select Mark resolved and type a note** — for example, "Bank transfer received 18/6, ref 12345". The note is required.

   *Screenshot: the Mark resolved dialog with the note field.*
The row disappears from the queue. Clearing a flag only clears the flag — it does not change the donation's amount, status or receipt, and it does not touch any donor record.

## If something goes wrong

| What you see | What it means | What to do |
|---|---|---|
| "Nothing needs review." | The queue is empty | Nothing to do — check back after your next batch of donations |
| Mark resolved is grayed out, or resolving fails | Your role can view Triage but can't act on it | Ask an Owner, Admin, Finance or Member to resolve it |

## Related

- [Complete unfilled offerings](https://donorcare.my/help/organizations/donations/unfilled-offerings/)
- [Void or refund a donation](https://donorcare.my/help/organizations/donations/void-or-refund-a-donation/)
- [Find a donation](https://donorcare.my/help/organizations/donations/find-a-donation/)