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Handling Incomplete Case Information

Category: Case Management
Audience: Donors, Admin (Internal)
Used by: Case Agent, Donation Agent
Last Updated: November 8, 2025
Usage Count: 0

Handling Incomplete Case Information

Overview​

Sometimes cases may have incomplete information (missing banking alias, guardian details, etc.). This guide explains how to handle these situations and still help effectively.

Common Missing Information​

Missing Banking Alias​

What This Means:

  • Guardian's banking alias is not yet available
  • Case may be new or alias is being set up
  • Donation process may be delayed

What to Do:

  • Option 1: Use TRF (Toto Rescue Fund) - available immediately
  • Option 2: Wait for alias to become available (check back later)
  • Option 3: Contact the guardian directly if contact info is available
  • Option 4: Share the case to help raise awareness while waiting

When to Use TRF:

  • Case is urgent and needs immediate funding
  • Guardian alias is not available and case can't wait
  • You want to support the case right away
  • Multiple cases need combined support

When to Wait:

  • Case is not urgent
  • Guardian alias should be available soon
  • You prefer direct donation to guardian
  • You can check back in a few days

Missing Guardian Contact Information​

What This Means:

  • Guardian's contact details are not available
  • May be a new case or privacy concern
  • Direct contact may not be possible

What to Do:

  • Use platform messaging if available
  • Donate through available channels (alias or TRF)
  • Share the case to help raise awareness
  • Check case updates for new information

Missing Case Details​

What This Means:

  • Some case information may be incomplete
  • Medical details, timeline, or other specifics may be missing
  • Case may be in early stages

What to Do:

  • Work with available information
  • Donate or share based on what you know
  • Check for case updates regularly
  • Contact support if you have specific questions

Best Practices​

For Donors​

  1. Use Available Options: If alias is missing, use TRF
  2. Check Back: Information may be added later
  3. Don't Wait: If case is urgent, use TRF to help immediately
  4. Ask Questions: Contact support if you need clarification

For Agents​

  1. Be Transparent: Explain what information is missing
  2. Offer Alternatives: Suggest TRF when alias is unavailable
  3. Provide Context: Explain why information might be missing
  4. Guide Users: Help them make decisions with available information

TRF vs Guardian Alias​

When to Recommend TRF​

  • Banking alias is not available
  • Case is urgent and can't wait
  • User wants to donate immediately
  • Multiple cases need support

When to Recommend Waiting​

  • Case is not time-sensitive
  • Guardian alias should be available soon
  • User prefers direct donation
  • User can check back later

Getting Updates​

How to Stay Informed​

  • Check the case page regularly for updates
  • Enable notifications if available
  • Follow the guardian on social media (if provided)
  • Contact support for specific questions

What Updates to Expect​

  • Banking alias may be added
  • Case details may be completed
  • Status may change
  • Funding progress will update

Communication Guidelines​

What to Say​

  • "El alias bancario aún no está disponible, pero puedes usar el TRF"
  • "La información del caso se está completando, pero puedes ayudar ahora"
  • "Puedes donar a través del TRF mientras esperamos el alias del guardián"
  • "Te notificaremos cuando el alias esté disponible"

What Not to Say​

  • Don't make promises about when information will be available
  • Don't discourage donations because information is incomplete
  • Don't suggest the case is not legitimate
  • Don't create false urgency

Important Notes​

  • Incomplete information doesn't mean the case isn't legitimate
  • TRF is a valid and important donation option
  • Cases are often updated as information becomes available
  • Your support is valuable even with incomplete information
  • Contact support if you have concerns about case legitimacy