Donors and the donor profile

Finding, adding and editing donor records on the Contacts screen, and how email consent and deliverability decide which emails a donor receives.

Every person your organisation knows about has one donor record: donors, supporters and ambassadors alike. You find them on the Contacts screen. This page covers finding donors, adding one, reading and editing each part of a donor's profile, and the two settings that decide whether emails reach a donor: email consent and deliverability.

Finding donors

Click Contacts in the sidebar, outside any club.

The list shows every donor in your organisation, sorted by last name and then first name. It has these columns:

Column	What it shows
First name and Last name	The donor's name. Click it to open their profile.
Email	Their email address.
Phone number	Their phone number.
Memberships	Their memberships in your clubs. If there is one, the cell links straight to it. If there are several, click the cell to see a list of them.
Created	When the record was created.
Updated	When the record was last changed.

Click the First name, Last name, Created or Updated heading to sort by that column.

To search, type into the box marked "Search name or email". The list keeps donors whose first name, last name or email address contains any of the words you type. Unless you have sorted by a column, the closest matches come first.

If nothing matches, the list says "No contacts match your search.", "No contacts match your filters." or "No contacts match your search and filters.", with a button to clear what is hiding the rows. If your organisation has no donors yet, it says "No contacts yet."

Filtering by club or tag

Click Filters.
In the Filter contacts panel, tick clubs under Club and tags under Tag. Type into "Find a club" or "Find a tag" to shorten a long list.
Click Apply.

The Club filter keeps donors who have a membership in any of the ticked clubs. The Tag filter keeps donors who have any of the ticked tags. If you use both, a donor must match both.

Once filters are applied, the Filters button shows a small badge with the number of filters in use. Each filter also shows as a chip above the list, such as "Club: Harbour Swimmers, Riverside Rowing +3". Click a chip to change the filter, or click its × to remove it. To remove every filter, open Filters and click Clear filters.

Choosing columns

Click More, then Columns….
In the Columns panel, untick a column to hide it, or tick it to show it. Drag a row to move that column.

First name and Last name always comes first and can't be hidden or moved, because it links to the donor's profile. Every other column is shown by default.

Each change is saved as you make it, for you only. Other administrators keep their own choice of columns. Once your columns differ from the default, a Reset to default button appears. Click it to go back to every column in its original order. If a change can't be saved, it is undone.

The same Columns… option is on the Clubs list and on a club's Members list.

Adding a donor

On Contacts, click New contact.
On the Contact details step of Create a new contact, enter the Email and First name. Both are required. Last name is optional.
Click Continue.
On the Consent step, under Email consent, choose:
- Given: "Receives marketing and transactional emails."
- Revoked: "Receives only transactional emails, such as receipts and membership updates."
Click Create contact.

You land on the new donor's profile with the message "Contact created".

Each donor is identified by their email address. If the email already belongs to a donor, the Contact details step shows "Name already has this email." with a link to that donor's profile. Open that profile instead of creating a second record.

Click Cancel at any point to stop without creating the donor.

You can also start this from the Contact step of recording a donation, with Create a contact. In that case the error also offers Use this contact, which takes you back to the donation's Contact step. If that donor is not already chosen there, choose them from "Select a contact". See Donations.

The donor profile

Click a donor's name on Contacts to open their profile. The heading shows their name. Click Contacts above it to go back to the list.

To open your own record, click Account under your first name near the foot of the sidebar.

The profile has these panels.

General

Shows Name, Email, Time zone and Birth date.

Click Edit to change First name, Last name, Email, Time zone (choose from "Select a time zone", which you can search) and Birth date. Click Save changes, or Cancel to leave it as it was.

Numbers

Lists the donor's phone numbers. The preferred number has a "Preferred" label. With no numbers, it shows "No phone numbers found."

To add a number:

Click Add.
Choose a Label (Home, Mobile, Work, WhatsApp, Telegram or Other), choose the Country code, and type the Number.
Tick Preferred if this is the number to use first.
Click Add number.

To change or remove a number, hover over its row and click Edit. Change it and click Save changes. To remove it, click Delete and confirm "Are you sure you want to delete this phone number?"

Address

Shows the postal address, or "No address found."

Click Edit to change Street, City, Post code and Country code ("Select a country"), then click Save changes.

Mail

Shows the donor's email Consent and Deliverability, each with the date it last Changed. This panel can't be edited. See Email consent and deliverability below.

Memberships

Lists the donor's memberships, newest first, with Club, Status and Ends. Click a club name to open that membership.

Messages

Lists the emails sent to the donor, newest first, five to a page. The columns are ID, Subject, Created and Status. Status shows the latest thing that happened to the email: "Opened", "Link clicked", "Bounced", "Complained" or "Suppressed". It is empty if nothing has been recorded yet.

Click an email's ID to open it as it was sent, in a new browser tab.

Deliverability

Deliverability records whether emails to the donor's address can be delivered. It is one of:

OK
Bounce, transient
Bounce, permanent
Complained
Suppressed
Unsubscribed

Every new donor record starts as OK. After that, it changes when an email to the donor comes back:

A temporary bounce changes it to Bounce, transient.
A permanent bounce changes it to Bounce, permanent.
A complaint, such as the donor marking your email as spam, changes it to Complained.

It always shows the most recent of these. You can't change deliverability in the admin. Nothing sets it back to OK on its own.

Which emails a donor receives

Supporter Club checks these settings each time it sends an email from your Emails or Workflows:

Every email is sent only if the donor's deliverability is OK or Bounce, transient. A donor at Bounce, permanent, Complained, Suppressed or Unsubscribed receives no emails from you.
Emails from Emails are marketing emails. They also need the donor's consent to be Given, Pending or Not known. A donor whose consent is Revoked does not receive them.
Emails from Workflows, such as receipts and membership emails, are transactional. Consent is not checked. A donor whose consent is Revoked still receives them, as long as their deliverability allows it.

An email that is held back for these reasons is not delivered. It still appears in the donor's Messages panel, with the status "Suppressed".

To see consent and deliverability for many donors at once, export them. See Exports.