How do I cancel a backer's pledge?

You may want to cancel a backers pledge from BackerKit if you provided the backer a refund, if the backer never paid for for their pledge, if you cancelled their pledge on Kickstarter (you must cancel the pledge in BackerKit too, the software doesn't detect if a pledge was cancelled outside of BackerKit's pledge manager) or if you merged multiple pledges from the same backer.

Pro Tip: Mark pledges as canceled rather than deleting backers. This ensures pledge dollars and items are removed from your totals, but you still have a record of the backer.

Canceling a Backer in the Pledge Manager:

To remove a backer:

1. On the menu on the left, click Backers.
2. Search for the backer by their name, email address, notes, or pledge ID.
   
   

   Note: If a backer has multiple pledges, they will be listed multiple times in the search results.

3. When you find the backer, click their name.
4. From the Actions menu in the top right corner, select Mark Pledge as Canceled.

Pro Tip: Leave notes on the order page with any refund transaction IDs, dates or other information as a paper trail.

Canceling a Backer on BackerKit Crowdfunding:

If you ran your campaign on BackerKit Crowdfunding and need to cancel a pledge for any of the reasons mentioned above, start by processing the refund and cancellation in the pledge manager and refunding on the Crowdfunding side.  After that, please contact BackerKit Support directly to remove the pledge from the Crowdfunding side as well.

Canceling a backer's pledge in the pledge manager does not automatically cancel it on the Crowdfunding side. Be sure to reach out to Support to fully cancel the pledge.

Canceling a Pay Over Time Backer on BackerKit Crowdfunding:

To issue a refund, or multiple. Review this Help Article: How do I process refunds on backers surveys?

• Canceling a backer in the pledge manager or issuing a refund will not stop future automatic payments from being collected. The backer will continue to be charged regardless of survey cancellation.

• Standard pledges can be canceled and refunded normally, but Pay Over Time pledges must be canceled in two places to halt future automatic billing. Canceling a Pay Over Time backers active payment plan is currently Staff only.

  Because Pay Over Time billing is unique, you must complete both steps to completely stop future automatic charges:

  1. Issue any refunds on the crowdfunding side. (Note: Refunds can only be issued once for Pay Over Time pledges).
  2. In the Pledge Manager: Cancel the backer's survey using the steps mentioned above.
  3. Contact Support: Reach out to Backer Support and request a cancellation on the crowdfunding side to fully end the Pay Over Time plan (this is currently a staff-only action).

View our public-facing backer Pay Over Time policies here, and our creator-facing Pay Over Time Help Doc here.