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Clear the donation triage queue

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

Who can do this Owner, Admin, Finance, Member

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

Section titled “Before you start”

Steps

Section titled “Steps”

  1. Open Donations, then select Triage.

    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).

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

    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

Section titled “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
Section titled “Related”

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