Accidentally Ended Visits

Accidentally Ended Visits

There are a number of reasons that a donor's visit may be accidentally ended. Resist the urge to panic and follow these simple steps to ensure you take the correct action as quickly as possible to minimize the impact to the donor.

As soon as you discover the error, determine how far in the donation the donor progressed.

  • If they made it past vitals, they MUST be put back into the queue. Ask your CLT to submit an URGENT data change. Once the visit is updated, the donor will appear in the queue where their visit was ended, and you can pick up where you left off.
  • If the donor left the center after vitals were taken, they will need to rebook a new appointment and go through screening again, no exceptions.
  • If the donor’s visit was ended prior to vitals and they did not leave the center, you will need to submit an URGENT data change. This is important since the donor’s bonuses, Time Incentives, and DHQ entries can be preserved. Asking a donor &/or the Member Experience Team to make a new appointment in these situations will require a new DHQ entry as well as potentially impact a donor’s earnings since certain special offers may be rescinded after an incomplete visit.

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