How do I process refunds?

If a backer asks for a refund, you can refund only additional purchases made through BackerKit. If the backer wants a refund for their campaign pledge, you must process the refund through your crowdfunding site.  

Note: You can’t provide exchanges through BackerKit. If you want to provide exchanges, provide instructions to your backers on your FAQ page. For more information, see Best practices for backer communication.

Provide a full refund

To fully refund a BackerKit payment:

  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 Refund BackerKit Payment.
  5. Remove any add-on items the backer purchased. For more information, see How do I edit survey answers for backers?
  6. Mark the pledge as canceled. For more information, see How do I remove backers?

Provide a partial refund

To partially refund a BackerKit payment:

  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 View Profile next to their name.
  4. Click the Order tab.
  5. Under Balance, find the Payment information.
  6. Click the Stripe ID link.
  7. This will take you to your account in Stripe and the backer's transaction.
  8. In the upper right hand corner, click "Refund"
  9. A small pop-up window will appear, and here you can adjust the amount to be refunded. 
  10. Return to the survey in BackerKit, and apply negative credit under 'Complimentary Credit' to the order in the amount you just refunded to zero out the order.
  11. For more information, see How do I edit survey answers for backers?
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