Order Management

Help with understanding and managing backer orders.

How to Find a Backer's Pledge

Here are the steps to locating a backer's order: 1) Click Orders. Found on the left menu. 2) Search by Backer Name, Email or Order ID.
Updated 5 years ago by Cristina Mihalik

How to Manage a Backer's Pledge

You can access and make changes to backer's pledge, until the order is locked. Click here for more info on how to locate a backer's pledge. Here are ways to manage a backer's pledge: 1 ) Edit Backer…
Updated 5 years ago by Cristina Mihalik

How to Refund a Backer

Overall, the refund policy is your decision as the project creator. In most cases, projects will allow refunds only for payments issued during the survey. We've included instructions below on how to…
Updated 5 years ago by Cristina Mihalik

How to Add a Credit to an Order

Adding a credit to a backer's order will adjust the amount that the backer owes. Some of the most common reasons to add a credit is if you offered a product at discounted price, add a credit for the…
Updated 5 years ago by Cristina Mihalik

Using Bulk Actions

Bulk actions is an easy way to perform a variety of actions on multiple orders at once. When using bulk actions, the action selected will apply to all of the orders listed. You can narrow down the or…
Updated 5 years ago by Cristina Mihalik

Importing Backer Credits as a Bulk Action

Bulk actions are a great way to apply an action/change to multiple orders at once. The 'Add Credits' bulk action allows you to add credits of the same amount to each of the listed orders. When the cr…
Updated 5 years ago by Cristina Mihalik

Adding Order Notes in Bulk

The "Add Note" bulk action allows you to add a note to multiple orders at the same time. The notes are only visible internally (backers do not have access to their order notes) but will appear on the…
Updated 5 years ago by Cristina Mihalik

How to Preview the Survey as a Backer

Would you like to preview the survey from a backers perspective? You can do so by following these steps: 1) Select the source that you would like to preview. The available sources (Crowd Ox, Kickstar…
Updated 5 years ago by Cristina Mihalik

How to Create a New Order

There may be times in which you need to create a new order for a customer. This is typically used to create orders for giveaways or promotional offers. How to create a new order: 1) Click "Orders" Fo…
Updated 5 years ago by Cristina Mihalik

How Does Backer Support Work?

At the bottom of the survey, the backer has the option to email Crowd Ox for any survey related issues. Our support team will respond to their inquiry as quickly as possible during normal business ho…
Updated 5 years ago by Cristina Mihalik

How do Backers Receive their Survey Link?

First Survey Link Email. When the surveys have launched, individual survey links are sent to each backer via email. Depending on the number of backers, the process of sending the invite emails can ta…
Updated 5 years ago by Cristina Mihalik

My Backer hasn't Received the Survey Invite Email

There may be times that a backer reports to you that they haven't received their survey invite link via email. Below are troubleshoot steps to help resolve this for the backer. Attempt each troublesh…
Updated 5 years ago by Cristina Mihalik

How do Backers Change their Address after Completing the Survey?

Change Shipping Address: If a backer needs to change their shipping address after completing their survey, they can do this from their survey link. When a survey is already completed, the survey link…
Updated 5 years ago by Cristina Mihalik

How to Unlock Orders

If you need to make changes to a locked survey, you'll need to first unlock the survey. You can make the necessary changes once the order is unlocked. As long as the surveys are still live, the backe…
Updated 5 years ago by Cristina Mihalik

Backers with Excess Funds

Often times, campaigns will notify their backers that if they add a certain dollar amount to their pledge, it will cover the purchase of a specific add-on or shipping. Once the backers are imported i…
Updated 5 years ago by Nathan Palmer

Order Filters Defined

A brief explanation of each of the available order filters, listed in the order in which they appear. Click here for help with using the order filters. Search. Allows you to search by name.. Shipping…
Updated 5 years ago by Cristina Mihalik

How to Apply Order Filters

Adding order filters allows you to include or exclude orders meeting certain criteria. We offer an extensive list of filters and options to choose from. Click here for a brief description of each fil…
Updated 5 years ago by Cristina Mihalik

Using Segmentation

Segmentation gives creators the ability to save segments of orders to reference again at a later time. You'll be able to retrieve previously saved segments and use bulk actions on the orders, or expo…
Updated 5 years ago by Cristina Mihalik

How to Access Previously Saved Segments

1) Access Orders. Click Orders from the left menu. 2) Access Segments menu. Click on "Segment" found to the far right of the orders menu. 3) Select "Load". "View All Segments" will list all segments…
Updated 5 years ago by Cristina Mihalik

How to Create Segments

Creating segments is helpful when you have a portion of orders in which you need to use bulk actions, access easily, or export the orders. Orders can be narrowed down by applying order filters or upl…
Updated 5 years ago by Cristina Mihalik

How to Create the Order Selections File

To import the order selections you'll need to create a CSV or Excel file. To avoid any issues with the file being accepted, be sure to use the Official Column Names exactly as listed at the bottom of…
Updated 5 years ago by Cristina Mihalik

How to Import Order Selections

Importing Order Selections is used when you would like to add products to multiple orders. The orders can have different products, quantities, prices and shipping costs. You'll need to start by creat…
Updated 5 years ago by Cristina Mihalik

Creating and Applying Tags

Tags are an easy way to mark orders when a standard method of tracking the orders does not already exist. Once a tag is created, you can use the "Tag" filter to find the marked orders. Click here for…
Updated 3 years ago by Anna McCullough
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