Duplicate or charged twice? How did I end up with two orders or surveys?

This guide explains the most common reasons this happens and what to do next.

👉 Skip to: How did this happen? | How do I fix it? | How do I view both orders? | Refund Policy

Why we recommend against placing multiple orders

1. Double Charges/Shipping: You’ll likely be charged twice for both your items and shipping – each survey is considered a separate order.
2. Split Delivery: Your items might ship at different times.
3. Confusion: It’s much harder to track your rewards or change your address when it’s split across two surveys.

First things first: check your balance!

Before you panic about a double-charge, take a quick peek at your Balance summary in your survey to confirm.

💡 Pro-tip: Does the breakdown state:

• Shipping, tax, VAT, tariffs (etc)?: You do not have a duplicate order. Most projects don't charge for shipping until the very end, so that might be what you’re seeing. Try this doc instead »
• "Add-ons" or "Upgrades"? Skip here »

1. How did I end up with two of these?

Scenario A:

If you used a "Preorder »" or "Late Pledge" link after the campaign ended and before surveys are sent or if you tried to:

• Modify or add more items to your preorder, original pledge, or payment installment
• Your original pledge payment failed
• Wanted to modify your preorder
• Accidentally used a different email

For preorders, if an edit is made within a 20 minute window, this can overwrite your original order instead of editing or creating a new one. losing the original items.

2. How do I prevent this going forward?

💡 Tips:

• • Preorders are immediately locked. To prevent any duplicates/extra charges or overwriting your original order — reach out to Support instead of trying to add more items/placing a second order and let us know exactly what titles you’d like to modify.
  • Be sure you are not placing a new order under a different email address
  • Kickstarter Late Pledges and payment installment plans don’t import (receive survey invites) for up to 72 hours (after the final installment is paid.)
  • If a single charge was missed on a Kickstarter Pledge Over Time plan, OR your original payment failed on Kickstarter or was canceled:
  • Kickstarter cancels the order. For campaigns using BackerKit as their pledge manager, you’re given a second chance to reinstate your pledge through your survey by adding payment information to your original pledge.
  • Once added, it's considered reinstated, and you will be charged.
  • If your payment is not added, the original will not be charged, but you will continue to receive survey reminders until it's canceled.
  • Two surveys are created if you Late Pledge or preorder before this imports.
  • Do not duplicate pledge level items » through the Add-ons store/section

3. Scenario B: You have one survey, but the price is double (The "Add-on" Mistake)

If something in your survey looks off, or you’re being charged the same paid amount for your original items in your survey, it may not be that you have a second survey – even if it feels like a duplicate order.

• Once your survey was sent or while the campaign was live, you might have accidentally added your "Pledge Level" items again as Add-ons either through the "Add-on Store" (survey) or as a paid Campaign Add-on (live campaign).
• “Pledge Level Items” are automatically included in your pledge and survey and and populate under a “Pledge Level Items” section.
• There's no need to add any items chosen during the live campaign unless you'd like a duplicate, or you'll be charged twice. “Add-ons” are an additional set of items.
• For example, if you pledged for a single "Board Game" while the campaign was live, and then clicked "Board Game" again in the Survey Add-on store or Add-ons section, you're now paying for two!

💡If you backed on Kickstarter, and your BackerKit survey still isn’t matching up with the above scenarios – Learn more »

4.How do I fix it?

If you have a duplicate order or items:

• 🗑️ If it's not locked/paid: If there's a Trash Icon next to any unwanted item, you can remove unwanted items yourself!

• If extra items are intentional to prevent duplicate shipping, reach out to Support, include the exact titles of the items you’d like to remove or add, and which email is preferred (if two different emails). We can merge these orders for you contingent upon the project teams policy.  Refunds are not guaranteed.
• You can often copy the titles directly from the preorder store if it’s still open, or the main campaign page under ‘Add-ons’. Just be sure not to place a new order!

5. Refunds:

• ⚠️ Note on Kickstarter Pledge Over Time: Kickstarter and BackerKit are two separate platforms. A Kickstarter Pledge Over Time order does not import into BackerKit until all payments are complete — until then, we cannot make any changes to that order, payment plan, or cancel your pledge and cannot guarantee the project team’s approval once your survey is sent.

6. How do I View Both Orders?

For all of the above duplicate scenarios, you can toggle between your pledges from your "confirmation page".

• Look for a yellow bar that says "You have multiple surveys for this project."  I

• ⚠️ If you haven't completed a second survey yet — you will not see this toggle, even if you have two orders. The yellow bar is only visible if both orders are under the same email address and completed. If you think you could have a second survey, please contact us first before payment information is added so we can help you prevent an unintended charge.
• If either order was placed under a different email, please let us know when you reach out.
• List the email address(es), items, and price total of the survey that you want to keep.

👉 Still need help? Before your order is locked, contact Support ASAP. If we don't catch your message in time before you're charged, once locked, merge order requests and cancellations are subject to the project team's policies and may not always be possible.

When you reach out, please have the following ready:

• The project name
• Backer ID or Pledge #, if applicable
• How recently your most recent order was placed
• The email address(es) associated with your orders
• Confirm if you’d like to cancel, or merge your order
  • If so, list the exact names of the items or pledge level you'd like to keep (only one Pledge Level per survey is possible)