How do I allow backers to make changes after their order is locked?

Occasionally, a backer may request to change their order after you’ve locked their order. You can manually change their order for them, or you can temporarily unlock the backer to allow them to make the changes on their own.

Important: If you’ve already charged the backer’s credit card, you can only unlock their order if you issue a refund. Instead, you can change the survey answer on behalf of the backer. For more information, see How do I edit survey answers for backers?

To unlock a backer’s survey:

1. On the menu on the left, click Backers.
2. Search for the backer by their name, email address, notes, or pledge ID.
3. When you find the backer, click their name.
4. Under Status, click Unlock Order.
   
5. After the backer makes their changes, click Lock Order.