Missing Donations

Purpose

Use this workflow when a hospital reports a missing donation. The goal is to quickly identify where the donation should have come from, collect the right details, and route the issue for prompt resolution.

Step 1: Clarify what type of donation is missing

Start by asking:

·      Where do you believe the missing donation came from?

1.     Mailed check or money order

2.     Online donation

3.     Preferred Partner donation

4.     Donations collected at checkout through your PIMS

Then follow the matching path below.

Path A: Mailed check or money order

Ask for:

·      Amount

·      Who it was from (donor name / organization)

·      When it was sent (mail date, if known)

Confirm the mailing address:

·      9430 Mesa Vista Ave, La Mesa, CA, 91941

Path B: Online donation

Ask for:

·      Who donated (donor name)

·      When they donated (date/time if possible)

·      How much was donated (if known)

Path C: Preferred Partner donation

1.     Confirm activation in the myBalto Dashboard:

·      Go to the drop down menu in the upper left hand corner

·      Click Preferred Partner Marketplace

·      Click Activate for the appropriate partner

2.     Set expectations on timing:

·      Some partners are still learning to use the partner portal that distributes donations.

·      Donations may not always arrive exactly at the end of the month.

·      Some partners distribute donations quarterly.

3.     Collect the partner name:

·      Ask: Which Preferred Partner are you expecting the donation from?

·      Let them know: We will follow up directly with the partner.

Path D: Donations collected at checkout through PIMS

This is the most commonly missed donation type. We track checkout donations by monitoring a specific line item, and we can usually fix and retroactively track donations once we have the correct information.

Common reasons donations are missed

·      The hospital changed the name of the donation line item without updating us

·      The hospital is using multiple donation line items, and we are only tracking one

·      A team member accidentally used the “myBalto Foundation” payment type instead of the donation line item

What to request from the hospital

Ask them to provide:

·      The exact NAME of the donation line item in their PIMS

·      Confirmation that they are using only one line item to accept donations at checkout

·      A screenshot or PDF export of their donation line item transactions from their PIMS so we can quickly identify which donations are missing

Step 2: Reassure and set next steps (all donation types)

Regardless of donation type, close with reassurance:

·      Confirm that a team member has been notified

·      Let them know we will promptly address the issue and follow up once we locate the donation or identify what needs to be corrected

Internal notes (optional)

·      If the hospital is unsure which category applies, ask for any available donor details (name/date/amount) and whether the donation was expected via mail, online, partner, or checkout.