How do I tell my backers that I am using BackerKit?

Projects that have the best BackerKit experience and highest survey response rates post regular project updates during each step of the survey process.

Project Update Templates

You can edit and post the provided templates to let your backers know what to expect next. Posting this project update sequence will reduce support requests and maximize your survey response rate by keeping your backers in the loop during the post-campaign fulfillment process.   

IMPORTANT TO POST IN YOUR UPDATES:

Include in your update to your backers that using BackerKit is optional, and that you are using it because it helps you out a great deal because it allows you save time and focus on fulfillment. If they do not want to use BackerKit, they can private message you and you can handle their information manually, no problem.

Roughly 1 in a 1000 backers will refuse to answer the survey.

If they message you:

1. Thank them for their support and tell them that you will be happy to manually collect their reward preferences and address information.

2. Delete their account. Learn how to delete a backer account.

If your backers need to update their survey or review it:

If your backers would like to review survey responses or their pledge status, they can request their survey to be resent from the survey recover page: <YourBackerKitProjectName>.backerkit.com. 

UPDATE OVERVIEW

1. Update: Thank you

Post as your campaign is finishing or right after the completion date. 

2. Update: BackerKit surveys going out

Kickstarter: Post once your 2-week “quiet period” (Stripe processing) is over.

Indiegogo: Post timing will depend on your  type of funding. For flexible funding, you can post anytime campaign is over, for fixed funding, post anytime 5-days after your campaign has ended (it may take up to 5 days for payments to be sent to your Paypal account).

3. Update: Last call for order updates

Post this “last call” for backers to update their information—give backers at least a week to make any final changes before your order due date.

4. Update: Finalizing shipping addresses

Post this update two days before  finalizing shipping addresses to give backers time to update their shipping addresses in their surveys in case they've moved since you locked down surveys. Roughly 10% of your backers will need to update their shipping addresses. Other creators, on Indiegogo in particular, have reported address update rates as high as 50%. Post this update to have backers use the BackerKit survey do the address update work for you. 

UPDATE TEMPLATES

Note: Edit the update copy below to make it work for your own project! We've included example links to updates from real projects. 


1. Update: Thank you

Examples:  QuicklockRobinMini Museum 2Gym Gekko

Title: Thank you + Next Steps

Thank you for making our project a reality! A few things need to happen before we can kick off production and fulfillment. 

Here's a quick rundown:

First, Kickstarter/Indiegogo needs to transfer over the funds so we have the money to make the rewards (this can take up to two weeks).

Second, we have to find out <fill in the blank> and where we need to ship them. We will send out a BackerKit survey to collect this information. 

We will give you a heads-up before we send the survey so that you can watch for it. You will not need to create a BackerKit account to answer your survey. The invitation email will contain a link to your personal survey. It is important to submit your responses as quickly as you can since we need this information to process your rewards.     

If you need to change your survey responses, add or remove add-ons, or update your shipping information, you can click on the link in your survey email again or request your survey link under "Lost your survey?" on our BackerKit project page. (This page will only start working after we send the surveys out.)

If you prefer, you can just message me and give me your information, but answering your survey will help us get your rewards out to you quicker. BackerKit helps us save lots of time by streamlining the survey process, automating data organization, and providing us with pledge management software to make it easy to process your pledge reward shipments.

If you used Facebook to log into your Kickstarter account, the BackerKit survey link will be sent to the email you used for your Facebook account. If you have another email address that you'd prefer to use, please message me.

Again, thanks for all your support. We can’t wait to send you your <fill in the blank>.

<Your team>


2. Update: BackerKit surveys going out

Kickstarter: Post once your 2-week “quiet period” (Stripe processing) is over, on the same day you send out surveys.

Indiegogo: Post depending on type of funding—for flexible funding, can post anytime campaign is over, for fixed funding, post anytime 5 days after your campaign has ended (may take up to 5 days for payments to be sent to your Paypal account).

Examples:  ShockStopBATTLETECH

Please do not post our support email address directly into your updates. Letting backers use the contact form at {yourbackerkitprojectname}.backerkit.com/faq allows our support team to better identify the backer's project and their questions.

Title: BackerKit surveys are coming!

We will send an email with a special link to BackerKit surveys <soon/today/etc>. It is important to respond to your survey as quickly as you can since we need this information for fulfilling your rewards.

You do not need to create a BackerKit account to fill out your survey, just click on the survey link, fill it out, and you’re all good to go! You will be able to answer questions about your rewards preferences, provide shipping information, and pledge for more “add-ons” if you'd like. You do not have access to this survey link yet, but it will be available soon via email!

If you decide later that you want to edit your survey response, you can go back to your survey and change it any time before we lock down the surveys for processing.

If you need to review your information or pledge status, you will be able to recover your survey here: <YourBackerKitProjectName>.backerkit.com.

If you use your Facebook login for your Kickstarter account, the BackerKit survey will be sent to the email you used for your Facebook account. If you have another email address that you would prefer to use, please contact support at <YourBackerKitProjectName>.backerkit.com/faq and we'll get you sorted out! 


3. Update: Last call for order updates

Post this “last call” for backers to update their information—give backers at least a week to make any final changes before your order lockdown date! 

Examples:  Everyday Messenger BagRoost Laptop StandLily TrottersTribal Collection

Title: Last call for order updates!

The “last” day to make final updates to your order is <deadline date>. After this date, we will lock your reward selections and charge cards for add-on purchases, pledge upgrades, and pre-orders. You will still be able to update your shipping address up until we lock addresses for shipping fulfillment. 

For backers who have not answered their surveys yet:

If you fill out your BackerKit survey or pay for extra shipping after the <deadline date> order due date, we will still receive your information, but your shipment may be delayed.

If you need to review your information or pledge status, you can request your survey at <YourBackerKitProjectName>.backerkit.com. 

THANK YOU!

Thank you all again for being so responsive to answering our BackerKit survey—even though it may not seem like much as an individual backer, you have no idea how tremendously helpful this has been for me when trying to keep track of all <# of backers> of you!

Thanks everyone for your support!

<Your team>


4. Update: Finalize shipping addresses

Post this update two days before  finalizing shipping addresses to give backers time to update their shipping addresses in their surveys in case they've moved since you locked down surveys. Roughly 10% of your backers will need to update their shipping addresses. Other creators, on Indiegogo in particular, have reported address update rates as high as 50%. Post this update to have backers use the BackerKit survey do the address update work for you. 

Examples:  CHIPSkies of FireRoost Laptop Stand

Title: Finalize your shipping address!

This is it! We’re finally getting ready to ship!
We will lock down shipping addresses in 48 hours. That means you have two days to update your shipping address in your BackerKit survey. 

If you need to recover your survey, go to <YourBackerKitProjectName>.backerkit.com and enter your email address to have your survey sent to you again. 

For backers that have not answered surveys yet, you will still be able to get your rewards if you answer your surveys after the lockdown date but they may ship out later than the backers that have responded on time. 
We’re currently aiming to ship rewards on <Target Month>. If you need to change your shipping address please make the changes in your BackerKit survey in the next two days. 
Thanks!  

Feel free to include any of these images in your update! You can find more logos on our  brand assets page.

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