Donor Management

  • Q: How do I reactivate a donor once I’ve archived them?
  • A:  Navigate to the contacts page and choose archived in the view. From there, select the donor and re-activate them under the actions button. For more information about how archiving works, check out the Archiving Contacts article. 

  • Q: How should “Do Not Solicit” be used for a contact?
  • A: Do Not Solicit is a way to identify a contact that does not want to be contacted via any medium (phone, email, letter, etc.).  In order to identify a contact as “Do Not Solicit,” access their record and check the box manually.

  • Q: How can I avoid an import error?
  • A: It's important that when you are using the import template that you do NOT change any of the header names. The system maps fields in DonorDock to the headers in the import file. A change to the formatting, spacing, naming convention, etc. will not match any data to that field in DonorDock.

  • Q: My organization uses an online giving platform that creates a lot of duplication contacts. What’s the easiest way to manage duplicate contacts? 
  • A: The system requires a few specific details with contacts when characterizing a match and will not use “fuzzy” data, which could cause that duplication. This is to ensure that the right donation is allocated to the right donor. You can make it a practice to regularly view your duplicates by accessing Contacts > View > Possible Contacts. From there you can determine if you want to merge identified duplicates. 

  • Q: How should I identifying a participant in a household that doesn't donate monetarily? 
  • A: In some cases you may have a non-profit where children will donate time but not gifts. It is important to include them in your database. You can do this by creating the participant as a contact, badge them as a participant or volunteer and relate them to a household. Information on relationships can be found in this article.

  • Q:  What is the best way to import my Constant Contact list of if I only have an email for contact information?

  • DonorDock (A): 

    • In cases where you can match based on the change file matching criteria, those records will be updated accordingly with the mapped field. For the contacts where you only have an email and can’t determine the first and last name, you would end up with a new contact. However, the system does a great job of advising contacts that could be duplicates. After your import you would review possible duplicates and complete your merge updates. Check out Updating Contacts with a Change File article for helpful information on importing/updating contact information. 

    • Another suggestion, that isn’t perfect by any means, would be to import those contacts with a badge (i.e. Constant Contact) that will help you identify where they came from and allow you to slowly gather information on them over time.


  • Q: What is the difference between Badges and Marketing lists?
  • A: Both badges and Marketing Lists are tags that are stored to a donor's contact record. However, the tag uses differ in the following way:
    • Badges: Identifiers that you tie to a contact record to characterize and segment a donor based on things like their demographics, propensity to give, communication mediums and preferences, etc. Badges are generally a long-term tag that you will store on a contact record indefinitely. 

    • Marketing Lists: A specific list of people that you want to communicate with for a particular reason. Contacts can be in more than one list, which makes sense depending on how and what you are communicating to them. A marketing lists can be created by using badges to funnel or filter the type of contacts you want to communicate with. Unlike badges, a marketing list may be temporary depending on the duration of a campaign, event, appeal, etc. 

  • Q: Can I attach a badge to more than one donor at a time?
  • A: After you've run a report and pulled back the contacts that you want. You can do an add > add Badges and find an existing or create a new one to apply to the contacts in the report. Review Tagging Contacts with Badges for more helpful information.


  • Q: How can I share data across different systems that I'm using in my organization? 
  • A: DonorDock uses Zapier, which is a middleware integration tool that allows DonorDock to integrate with 2,000+ cloud based apps. The integrations provide a seamless way to share data through a series of triggers and actions to create new contacts, new gifts, campaigns, funds, appeals or activities in DonorDock from that app or vice versa.

  • Q: Does Give Lively Integrate with DD?
  • A: The system is geared around front end fundraising, such as events, text to gives, etc. They do not have API tools that DonorDock can integrate with. However, they have exports that can be imported into DonorDock.


  • How can I create a report and re-access it? 
  • A: A helpful tutorial to load, filter and create existing or new reports can be found on our Learn page under DonorDock 101 Lesson 6. If you create a preferred report with filters that will be helpful to access time and time again, you can save it and reload later.

  • Q: How can I make sure to not send communication to people that have requested such?
  • A: When you access a report you can pull the "Do Not Solicit" field into a column. To make sure you aren’t reaching out to someone that has requested to no be solicited, filter the column to only show false instances.

Marketing Lists

  • Q: Will contacts automatically be pulled up in a report or be a part of a bulk email when I add them to a marketing list?
  • A: Anytime you add a contact to a marketing list, they will load in a contact or gift report if that marketing list filter is applied. If you schedule an email in the future that includes a specific marketing list, any new contacts added to that marketing list prior to the scheduled send will be in that email distribution. 


  • Q: A test email went to my junk mail.  Is there a setting to make sure people get them?
  • A: When you send a test email to yourself, there is more likelihood that it will end up in your junk mail because your email system recognizes it's not you, flagging the email as spam. To avoid this, your organization will need do a quick set up rules in order to allow DonorDock to send emails on your behalf. You can do that by sharing the SPF (Sender Policy Framework) article with whoever manages your organization's email service. 

  • Q: Can you send image or attachment in a one-off email from DonorDock?
  • A: This is not functionality that we currently have in DonorDock. However, you can create a personal email from your inbox with the content, images, etc. that you wish and track the email activity back to a contact's record in DonorDock. To do this, be sure to CC as you send the email. 

  • Q: What causes a bounce and how many bounces will flag an email as Spam? 
  • A:There are two types of bounces
    • Soft Bounce - The system will continue to send the email if it’s bounced up to 5x before it’s pulled. An example of a soft bounce is something that’s temporary, like a full mailbox. 
    • Hard Bounce- The system will flag this email as undeliverable right away and drop that email, as the situation isn’t temporary and costs for each send. An example of a hard bounce is the email does not exist.  
      • Note: As long as DonorDock customers are going by guidelines of collecting vetted lists and keeping donor information up to date, there won’t be an issue with emails being flagged as spam.


  • Q: How do I handle a letter activity?
  • A: If you are sending a letter to a contact you can create an activity from their record. Click on add activity, choose letter activity and set the status to complete. 

  • Q: How can I handle a donation that comes through a foundation but is designated from a grant or a person?
  • A: It's recommended that you leverage and use soft credit in DonorDock. 
  • To do this, track the actual received dollars to the foundation since that is where it came from. If you already have a contact record for the person who designated, create a soft credit within the gift form to that person or org. This tracks like a gift and shows why your organization received it by that it came from another source. You can also use the notes field for additional details. 

  • Q: What's the best way to track received gifts from requests that were sent?
  • A: If you have a goal in mind and a plan for how you are going to use the donations from a specific request, you should create an appeal and tie each request activity to that appeal. This will help you organize gifts and tie them back to a specific request.

  • Q: Is there a system back up? If so, how often?
  • A: The system is backed up daily. If you happen to delete a document it can be recovered for up to 7 days from being deleted.

  • Q: What is the benefit of tying an email to a campaign or an appeal?
  • A: Strictly for tracking purposes, showing you what was sent for particular touchpoints to these contacts. 
  • Tracking at the Appeal level has an additional benefit in which it will show how many solicitations were sent by appeal and will show you gifts tied to an appeal and how effective it was compared to others.


  • Q: How can I add in memorial or tribute into my thank you letters? 
  • A: In your template manager choose the type and template you want to use. From there you can edit and add in merge tags. One of which includes Gift/Honor Memorial tag.  
  • If there is a scenario in which you ware sending to a bulk group and some have filled out tributes and some have not, you will need to do the merge tags conditionally. In this case, you would want to have two different reports, 1) one that includes tributes, and 2) one that doesn't include tributes and edit your tags accordingly to your marketing list within the template. 

  • Q: Can I rename the name of a template?
  • A: You aren’t able to rename a template. As a work around you can save an updated template as a new name and remove the one you don’t want anymore, as long as it's not a system created template.