# Clear the donor triage queue

> Fixing the donor records DonorCARE cannot safely match or receipt.

Source: https://donorcare.my/help/organizations/donors/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](https://donorcare.my/help/organizations/donors/merge-duplicate-donors/). Everyone with donor access can view the queue.

## 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

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.

   *Screenshot: 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.**

   *Screenshot: 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](https://donorcare.my/help/organizations/donors/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

| 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. |

## Related

- [Merge duplicate donors](https://donorcare.my/help/organizations/donors/merge-duplicate-donors/)
- [Donor identity and ID types](https://donorcare.my/help/organizations/donors/donor-identity-and-id-types/)
- [Read a donor profile](https://donorcare.my/help/organizations/donors/understand-a-donor-profile/)