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 “What to do next?”

Shipping charges?  Learn more » | Kickstarter order not look right? Learn more » | Preorder Overview Learn more »

👉 Before proceeding – not sure what you owe?

Open your survey "Review" page to review an itemized breakdown. 

➡️ How duplicates happen:

If you backed on Kickstarter:

• Kickstarter Late Pledges: If you tried to add more items after the campaign ended, after pledging, before surveys are sent — this creates a second order and two surveys. It's always best to wait to modify until surveys are sent. Late Pledges take up to 72 hours to import before your second survey is sent.
• Kickstarter Failed Payments & Canceled Pledges: If your original payment failed 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. Once added, it's considered reinstated, and you will be charged.
• If you placed a Late Pledge or preorder in addition, both orders will be imported into BackerKit separately, and you'll receive two surveys: one most often with a balance, and one fully paid.
• Kickstarter Pledge Over Time: Surveys aren't sent until a Pay Over Time plan is fully paid. If a preorder or Late Pledge was placed before the final installment processed, this results in two separate surveys.

Preorders/late pledges & multiple orders):

You may have multiple preorders, or you may have a preorder in addition to your original order (Kickstarter, BackerKit Crowdfunding, Late Pledge, Pay Over Time, etc).  Learn more about pre orders here »

If you don’t see this option available, or you have already been charged – contact us. Non-preorders require staff intervention.

Why we recommend against placing multiple orders

If after the campaign ended and before surveys are sent — you tried to add more items via the preorder store, this creates a new order, new shipping charges, and and survey each time that you “add items”. It does not update your existing order. Preorders exist for late backers who missed the original campaign.

If you'd ever like to modify an existing locked order, wait until your survey is sent. As soon as the project team is ready, original campaign backers can make edits through their survey until lockdown, instead of paying shipping twice. The only time a second order is encouraged is if you are shipping to two different addresses.

If your order is locked – contact Support directly instead of placing a new order.

• Include the exact titles of the items you’d like to remove or add. 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!

Can I cancel my order and get a refund?

How to view both orders:

For all of the above 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."  You should be able to review both orders so you can tell us exactly what you'd like to keep.

⚠️ If you haven't completed a second survey yet — you will not see this toggle, even if you have two orders. If you think you could have a second survey, please contact us first. We want to help you avoid any unintended charges before payment information is added to a second survey.

The yellow bar is only visible if both orders are under the same email address and completed. If either order was placed under a different email, please let us know when you reach out.

Not a duplicate order?

Charged twice through your survey:

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.

I’m being charged for my pledge level again? I thought my pledge covered everything.

It's likely that your pledge level items were duplicated through the Add-ons section unintentionally:

Add-ons are additional items/upgrades selected in your survey and create a second charge once orders are locked.

Pledge level items are automatically included in your survey 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 duplicates, or you'll be charged twice.

I think I accidentally added duplicate items — can that be fixed?

🗑️ To remove unwanted Add-ons: if your order hasn't been charged yet, click the trash icon next to the item, click ‘Next’ to save. You can review your order and make changes anytime until your survey is locked.

If it's already been charged, please contact us and we'll help sort it out. 

What to do next:

If you placed multiple orders, you can ask the creator if they are merging orders or cancel a preorder, if applicable or remove any uncharged add-ons from unlocked orders before you are charged.

👉 Still need help? Contact Support ASAP before your order is locked. If we don't catch your message in time, we’ll try to help as much as we can! 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
• Whether any order was placed under a different email address
• Confirm if you’d like to cancel, or merge your order
  • If so, the exact names of the items or pledge level you'd like to keep (only one Pledge Level per survey is possible)