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. (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. 
    1. Please Note: Partially refunding without removing add-ons (or applying complimentary credit) will leave a balance owed, and this backer will be charged again the next time you 'Charge Cards'.
  9. For more information, see How do I edit survey answers for backers?
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