How do I process refunds on backer surveys?

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Refunds (full and partial) from the Live Campaign

Post-campaign add-ons + shipping

Partial pledge manager refunds

Kickstarter refunds

Refunding payments collected from the BackerKit Crowdfunding campaign before surveys were sent:

1. Head to your project campaign page.
   1. Click "Manage my Project" at the top.

2. Using the left sidebar, click the 'Backers' section.
3. Search for your backer by email, name, or Pledge number → click "View"

3. After this, click "Refund" in the upper right-hand corner.
   1. You can choose to issue a Partial, or Full refund.
   2. If refunding a Pay Over Time payment, you can choose how many refunds to issue by typing the designated amounts in each box, or '$0'.

4. After this, click, "View on Pledge Manager", and follow the above instructions to refund any additional items.
5. Once in the pledge manager: Be sure to remove any refunded Add-ons if the backer is keeping their pledge. If the refund was due to a pledge level change, be sure to switch the backers pledge level, and after this, update the "Pledged During Campaign" to subtract the amount that was refunded to prevent leftover credit.

Pro tip: You can also locate the refund page directly through the backers pledge manager by clicking "View Pledge on BackerKit Crowdfunding":

Provide a refund for shipping/add-ons purchased through survey:

1. Search for the backer by their name, email address, notes, or pledge ID through the search bar at the top of your dashboard, or by clicking Backers on the left hand side.
2. When you find the backer, click their name to open their Order Page.
3. Remove add-on items from the backer's cart by viewing their survey. For more information, see How do I edit survey answers for backers?
   1. Make sure to click 'Next' on the survey to save changes.
   2. Go back to the order page by clicking their name from the top of their survey screen.
4. Under Balance, click Refund Payment under the payment transaction.
5. Issue full refund. If you have not refunded the backer on your crowdfunding platform, do so before marking canceling survey in BackerKit.

Provide a partial refund:

To partially refund a BackerKit payment:

1. On the menu on the left, click Backers. (or search the backers name/email from the Search bar at the top of your dashboard)
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 Payment, you will see 2x links:
   1. 'View Transaction on Stripe' - This takes you to your Stripe account to view the full Transaction
   2. 'Refund Payment' 
6. You can issue a Full Refund, or a Partial Refund through BackerKit.
7. Leave amount to issue Full Refund, or adjust to the amount to be refunded (partial)
8. If partially refunding for add-ons, you will need to edit the backer's survey and remove those add-ons or add complimentary credit to cover the leftover amount. For more information, see How do I edit survey answers for backers? and How do I add Complimentary Credit?

Note: If you collected payment via PayPal, you can process full refund using backer's order profile. If you need to offer partial refund via PayPal, please reach out to your success rep or hello@backerkit.com. 

Kickstarter refunds:

If a backer asks for a Kickstarter refund, you can only refund add-ons purchased through BackerKit, and shipping fees collected through BackerKit. If a backer requests a refund for their Kickstarter Pledge, or an external platform, you must process the refund through the associated crowdfunding platform. See Kickstarter guidance.

Note: Feel free to post your refund or exchange policy on the Backer Support FAQ page, or with a pledge question. For more information, see Best practices for backer communication.