Use the Surrenders workbench and profile to triage owner surrender requests before adding animals to your pet population.
Find Cases That Need Attention
Open More > Animal care > Surrenders. The list supports:
- Search by contact name, email, phone, or pet name.
- Status views for the surrender contact record.
- Stage, Priority, Due, and Tags filters.
- Sorting by name, recently updated, soonest due, priority, stage, or newest first. Priority sorts by urgency (Low, Normal, High, Urgent) and stage follows the intake pipeline (New through Closed) rather than alphabetical order.
The Due filter helps isolate overdue cases, cases due today or within the next seven days, and cases without a due date. A review counts as overdue only while the case is still open and no decision is recorded, so a completed, declined, or closed case, or one already accepted, waitlisted, or withdrawn, is never overdue.
Review the Case
Open a surrender and review:
- Contact for the owner's email, phone, and other contact details.
- Intake for stage, priority, decision, requested and scheduled dates, review due date, assignee, and completion details.
- Status for the separate contact-record status and note.
- Surrendered Pets for the animals attached to the request.
- Custom Details for answers from your surrender form.
- Email History for messages associated with the contact.
- Activity for the record timeline.
- Team Notes for staff-only discussion.
- Documents for uploaded records.
Urgent, overdue, and declined cases display a notice at the top of the profile.
Update the Intake
Use Edit to update the surrender record, including its stage, priority, decision, intake dates, review details, custom fields, and surrendered pet items. Saving sends only the case answers and pet details you changed, so answers, pet links, and item decisions a teammate saved while your edit page was open are kept.
The intake stage in the profile header is a summary. For non-pending records, use the Status row on the left when you need to change the separate contact-record status.
Review Each Pet Item
Each card in Surrendered Pets can show the animal's name, basic details, urgency, reason for surrender, medical notes, behavior notes, and linked pet.
With edit access, you can:
- Accept or Decline the item.
- Link Pet to connect an existing pet profile.
- Convert to Pet to create a new pet profile from the submitted item.
- Edit Pet or View Profile after a pet is linked.
- Remove an item that is not linked or converted.
Use Add Pet in the panel header to open the surrender edit form and add another animal.
Keep Pet Details in One Place
After an item is linked or converted, maintain the animal's ongoing details on the pet profile. The surrender remains available as intake context while the pet profile becomes the source of truth for the animal.