The Kickstarter Blog

New Feature: Managing Backer Address Changes

Moving is one of the more annoying things in life, and making sure everyone has your new address is a total pain. Backers often ask, how do I tell the creator of a project I backed that I moved, and my reward needs to go to a different place? Creators worry about this too: If they send their backer surveys far in advance of shipping, a lot of people will have new info by the time the stuff gets out the door. But you also need to give people enough time to respond! Suffice it to say, address changes have been an issue.

Today we're excited to add new functionality that lets backers change their address in their survey response. Gone are the days of replying to and sifting through messages, hoping you sorted everything out properly. This new feature creates a much cleaner, nicer experience that hopefully makes this annoying thing less annoying.

So, how’s it work? When a creator is sending surveys, they now have the option to let backers change their address, in case they moved or are moving. It’s as simple as clicking a button that says “Let backers change their address.” Once this is done, backers can change their address at any point up until the creator closes the window.

Backers are able to see and edit the address they originally submitted in the survey. If you moved or think you may have written in the wrong apartment number, here’s your opportunity to let the creator officially know, without having to tweet or Facebook them, or track them down via smoke signals. The creator will get a notification that you changed your address, and all should be well and good. 

When the creator is almost ready to ship, they can disallow address changes, at which point backers who have not changed their address are sent a reminder that they have 48 hours to do so. After 48 hours, addresses are locked in.

This new feature alleviates a lot of the stress that comes from only being able to send a survey once. We hope it makes everyone’s life a little bit easier.

Comments

    1. Creator Joey Daoud on February 10, 2014

      If you've already sent a survey out but haven't shipped, can you retroactively activate this?

    2. Creator Emily Reese on February 10, 2014

      So stoked! I just moved apartments, and this is going to be very useful.

    3. Creator Michael McGregor on February 10, 2014

      @joey indeed you can!

    4. Creator Katherine Pan on February 10, 2014

      Really nice post

    5. Creator Tor Iver Wilhelmsen on February 10, 2014

      I'd still recommend adding mini-survey options to backer updates (both before and after the funding period); as it stands now they need to set up an external poll (e.g. some boardgames I have backed have used boardgamegeek.com to vote for what factions to add to the game), with no effective way to limit the responses to just backers. These can be used to more easily summarize opinions on choices the creators want to make during the project rather than asking for comments and then analyzing them.

    6. Creator Mythos Labs on February 10, 2014

      Thank the sweet heavens! Great new feature. Sounds like a fab time-saver.

      While we're here:
      How about looking into better ways to organize domestic and international shipments? ;) Even better, implement a full-on shipping solution. yay!
      Then, develop a post-Kickstarter ordering platform for successful projects. K, that should do it.

    7. Creator fantomas on February 10, 2014

      Would be nice if there was a central way of doing this for those of us who have backed many kickstarters. Or an easy way of telling within kickstarter which ones I've filled the survey out on & the kickstarter has not sent out physical items as yet.

    8. Creator Chris Mulligan on February 10, 2014

      Aaaawesome!

    9. Creator Lance on February 11, 2014

      Thanks, we had reviewed this on facebook.

    10. Creator Christian Steudtner on February 11, 2014

      really nice feature!

    11. Creator Erika Svanoe on February 11, 2014

      So glad this has changed. Trying it now on my project.

    12. Creator John T. Unger on February 12, 2014

      I've thought about this a lot as someone who just moved and is still waiting for some projects I backed to ship… It seems like there's an easier way to handle this. How about letting backers specifiy their default shipping address in their profile, and then share the addresses with the project creatirs only when they download the info to ship?

      It gets confusing for project creators too— I have a project that was completed and shipped years ago, but every now and then someone logs in and changes their address. When that happens, I get an email from kickstarter telling me that my backer list has been updated with a new address, but the email DOESN"T tell me which back changed. I'd have to download the new list and compare it to the old one to find the change (which is crazy for long backer lists). Fortunately, in this case it doesn't matter any longer because the shipping is done.

      It seems like the most efficient way is to have the project pull a default shipping address from user profiles at the time of download. And then alert the backer to see if they need to make any correction (hopefully a default address is something most people would change as needed).

    13. Creator Church H. Tucker on February 16, 2014

      I'm posting here b/c comments are apparently off in the "we got hacked" page.

      TELL YOUR USERS WHAT CHARACTERS ARE OUT OF BOUNDS!

      The reason people use weak passwords is because they know that it'll be accepted. So you get 12 character passwords with no spaces. "Correct Horse Battery Staple" wouldn't fly on Kickstarter. Worse, there's no error message that says so.

      Hire someone from outside the company to try creative passwords and tell you which ones do or don't work (assuming they can figure it out, because it ain't obvious.)

    14. Creator Drew Palmer on February 17, 2014

      I'm also here after following a link on the post about last week's security breach.
      1) Was the security breach related to this update; in that if two internal accounts were the source of the breach, were those account holders involved with this update?
      2) Are user name and contact information encrypted (not hashed) with keys stored on a separately protected encryption key server? And if, so was the key server also compromised?

    15. Creator Magnus von Tesla on February 18, 2014

      My address is still the same, but where would I update it?

    16. Creator Ben Nunan on February 18, 2014

      This all sounds cool, but where do I actually check/update my address?

    17. Creator Jackson Nederveen on February 18, 2014

      Me > Backer History > Project > Survey > Edit Address. But I only was able to change one of them, the rest for some reason can't be edited.

    18. Creator Craig Dunn on March 14, 2014

      @Jackson nederveen - from what this article states, the capability to edit addresses is on a project-by-project basis. Each project creator must enable this ability and determine if and when there is a cutoff date for editing to be allowed. This is likely why you are only able to edit one address...coupled with the fact that a majority of project creators seem to have no idea that this improvement exists.

    19. Creator phwood on June 12, 2014

      This is confusing and bad user experience. I have already had a lot of delays and problems with Copenhagen Parts, and I don't trust a lame Kickstarter message to properly communicate with them. Why can't Kickstarter manage my shipping address with a database that the projects can use to keep shipping addresses straight?

    20. Creator Jeremiah Salamante on June 12, 2014

      Question: Will you be sending out another "Survey" to each and every customer so we can make a change-of-address BEFORE you ship them out?
      -Jerry

    21. Creator Arthur O'Dwyer on August 18, 2014

      As others (e.g. phwood and John T. Unger) have said, there's a better UI for this kind of thing. You know that *every* project needs the *same* shipping information; so just make one "master copy" of the shipping information, allow users to update it whenever they feel like, and allow project creators to view it whenever they feel like.
      For example, I just moved. I would love to visit Kickstarter, edit my shipping address, and go on with my day confident in the knowledge that I've done all I can do. Instead, Kickstarter's UX seems to be that I should wait for an unknown number of weeks, for 10 or 20 followup surveys (one per project) that may in fact NEVER come (depending on the various project creators' whims), and then manually respond to each and every one of them — possibly months after my actual move took place!
      I contend that this is a bad UX, and that you can easily do better.

    22. Creator Bad Monkey Productions on August 21, 2014

      We included a survey question that asked whether addresses were permanent or if backers needed a shipping change reminder. I was surprised at how many backers think they might move soon and will need a reminder to make the change.

    23. Creator Cesareo T. Bermundo on September 22

      Am not moving, thank you.

    24. Creator Brayden Pierce on November 6

      Totally agree with some of these concerns ... there should be a centralized address section within my account that I can update at any point. From here, campaigns I've backed can access my address when needing to, and I can update my address when I need to. I get notified 48 hours before shipping changes will be set in stone for a particular project and they get a notice when an update occurs from a backer.

    25. Creator Ralph E Tyler on January 28

      While this is nice I don't want to have to do this every time I back a project because Kickstarter is storing the original address I signed up with. I am tired of having to change my address on this form because it keeps popping up with an old address.