If a supporter asks you to cancel their pledge, you can refund it from your project dashboard.
You have two options:
1. Refund from your project dashboard:
• Log in to your Crowdfunder account and navigate to your project dashboard.
• Click on the 'Supporters' tab to find the pledge.
• Search for the supporter’s name or email address to locate the pledge.
• Click the 'Refund' button next to the pledge to initiate the refund.
2. Advise them to cancel their pledge themselves:
• Supporters can log in to Crowdfunder and go to the 'My Pledges' section, which is found in the user drop-down menu at the top right-hand corner.
• They should then click the '+' symbol next to the pledge they wish to cancel.
• Finally, they can click the 'Cancel pledge' button.
How long does the refund take to be credited back to their payment card/account?
Refunds are processed immediately and should be credited to their account within 5 working days. However, this timeframe can depend on the card provider and may take up to 10 working days. If they have been waiting longer than this, please reach out via our contact form:
What if the cancel option is not available?
Once you have started your project payouts, all pledges that have cleared and been paid out to you are not available for refund through our system. If the cancel pledge button is not showing and you believe it should be, please contact customer support.
If the funds attached to the related pledge are still being held by Crowdfunder, we can process the refund for you.
If the funds attached to the related pledge have already been sent or payouts have started processing, you (the project owner) will be responsible for managing refund requests from your supporters.