Requests
Track gift / aid requests end-to-end: the public form collects them, your team triages, fulfills, and marks them complete. PII is redacted at completion to keep your audit log compliant.
Who this is for: anyone who holds the Request Manager capability (owners and admins always do). It is one capability, not a read and a write one: whoever holds it can see, change and delete requests, and without it the Requests screen does not open at all.
What’s here
| Article | What it covers |
|---|---|
| Creating a request | Submit a request from the admin side (e.g. on behalf of a phone caller). |
| Managing requesters | The Requesters tab: contacts, consent tiers, history. |
| Snapshotting PII | Why and how recipient name gets frozen at completion. |
| Campaign link & codes | Tie requests back to the campaign that drove them. |
| Inbound email | Your inbound request address, and email that did not become a request. |
Public side (the form members of the public fill out) lives in end-users / Submitting a gift request.
The Requests table
The header shows how many requests there are in total, how many are open and how many are picked. Top right:
- Refresh reloads the table, so you see requests that arrived since you opened the page.
- + New request opens the form for entering one by hand. See Creating a request.
The columns are Received, Requestor, Recipient, Items, Recipient Location, Method (the shipping method), Delivery, Done and Picked. Click most of the column headings to sort by that column.
Above the table: a search box (name, recipient, location, notes, campaign), a status filter — All statuses, Open (not completed), Completed, Picked, Not picked — and ★ Special orders only. There are no separate tabs for new, picked and completed requests; the status filter is how you narrow the list. The two tabs at the top are Requests and Requesters.
Reviewing a request and marking it done
- Open Requests. To see only what still needs doing, set the status filter to Open (not completed).
- Read the row. To see or change every field, click the requestor’s name — it opens Edit request (the same form as a new one). Change anything, then Save request.
- If the row carries a ⚠ Review pill, Fraud Detection has flagged it as a possible duplicate. Click the pill to open Fraud Review before you fulfill it. A red ⛔ Confirmed fraud pill means a reviewer has confirmed the flag. The flag never blocks the request — see Fraud Detection.
- When the items are picked, click mark picked on the row. It changes to ✓ picked.
- When it has been handed over or sent, click mark done. It changes to ✓ done, and the request counts as completed.
Each toggle is one click and saves at once; clicking ✓ picked or ✓ done again turns it back off.
Marking a request done removes the recipient’s name, immediately. The name is replaced with [redacted], any mention of it in the original email or note is scrubbed, and the delivery address is cut down to city, state and ZIP. Age, gender and that coarse location stay for reporting. It is one way: turning ✓ done back off does not bring the name back. See Snapshotting PII.
Deleting a request
Each request row has a delete action (the ✕ at the end of the row on desktop, Delete on the mobile card). It asks for confirmation naming the requestor, then permanently removes the request — there’s no undo, and the deletion is recorded in the audit log. Use it for test entries and duplicates; for fulfilled requests, prefer marking them done so your history and reports stay accurate.
Last updated: 2026-06-11 · Applies to: CartonCrew v1.119+