Asking for an Update on Your Reward
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You've graciously supported a project on Kickstarter. You watched as the project creator excitedly met their goal, and for the first few months after the campaign ended, you followed along with the creator's updates, eagerly awaiting the estimated delivery date. But then, perhaps something happened. Maybe the creator is posting updates less frequently, or the estimated delivery date of your reward has passed and you haven't received or heard anything. Maybe you received the wrong reward altogether or just want to let them know that your shipping address has changed. We've been there too, and have answered lots of questions from backers with each of these questions –– we’re here to help! Here are our suggestions on how to best approach the situation.
1. First check the updates.
As a first step, we recommend looking at the project’s updates. This is where we encourage creators to share news about their progress and any milestones they’ve reached with their project. Updates could shed light on project delays, contain pertinent information regarding surveys, or even provide alternative ways of reaching the creator. If the creator has linked to a personal website or social media account, check there for updates, too.
2. Share your questions or concerns.
If you have questions or concerns about the status of a project, post in the comments section, or even message the creator directly with your concerns. To message a project creator, visit the project page and click on the creator's profile image. This will open up their bio, where you can click the blue "Contact me" link to send them a message.
We’ll often suggest sending a follow-up message if you haven’t heard back from a creator within a week. But before sending multiple follow-up messages, keep in mind that the creator might be balancing this project with a full-time job or other responsibilities. We recommend giving people some time to get back to you.
3. Try reaching out through alternative means.
In the creator's bio on the project page, you can find additional resources, like links to websites, relevant background information, and in some cases, a connected Facebook account:
You'll also find a verified name with a check mark next to it: this person is the creator of the project or a part of the company or team behind it. With this information, you might find that the creator is more actively conversing with their community on their own blog or social media channels. If that seems like the case, you might want to consider reaching out to them there.
4. Understand that delays happen and that Kickstarter is a place for fostering new ideas.
Kickstarter is here to help creators find support for new ideas, giving them control over their creative work as backers follow along and become part of the process. But projects often start off by explaining an idea for something that isn't yet finished — and nobody can predict exactly how the process is going to go. Many ideas get refined or modified as they move from prototypes to actual products, and it’s not uncommon for wrinkles to crop up that push back a project’s estimated delivery date. And while some changes or delays might have you worried about receiving your reward, an independent study recently found that just 9% of projects fail to deliver rewards. No matter the situation, our main expectation is that the project’s creator is in touch with backers to keep them informed of changes and new developments, communicating throughout the project's evolution. When a creator is communicating about delays or other changes, we hope that backers are able to return that respect by being patient and supportive.
Thanks for being a member of the Kickstarter community!
Conversation is an essential part of our community — we encourage backers and creators to keep in touch via messaging and comments, especially when they have questions. Courtesy and respect are also essential pillars of the Kickstarter community and the relationship between creators and backers. We aim to uphold those values in our conversations with you, and created our Community Guidelines to make sure they're part of each and every conversation happening on Kickstarter.
If you've tried all of these things and haven't heard back or have other questions about backing a project on Kickstarter, our Support team is here to help. We appreciate receiving feedback about specific projects, and often reach out to creators when communication falls by the wayside. You can reach us on Twitter @KSRHelp or by sending us a message here.
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