https://sierramadreresearch.zendesk.com/hc/en-us/articles/4409828381467-Kickstarter-Moderation
File: https://docs.google.com/document/d/1nlPFaJ6BoSG2ugooEdVcR1cO0SKK3aZQsFeb319x_KA/edit
Website: kickstarter.com/projects/sierra-madre
Log in using the following credentials.
Username: Adventure@sierramadreresearch.com
Password: GEwieowKDe!@23
How to check direct messages that needed to be responded to:
Click the Sierra Madre Icon and go to the Messages.
Check to see if all of the direct messages have been responded to.
This is where you need to type in your reply. Click Send message once done with your message.
Sample Zendesk Ticket for Kickstarter:
If you click to view on Kickstarter, you will automatically be routed to the Kickstarter page.
Once done answering the message through the Kickstarter page, update the Zendesk Ticket based on the sample below.
Click Internal message and type in “Addressed in KS.”
Then submit as Solved.
How to respond to comments:
Click the Sierra Madre icon again. Then choose the campaign you want to check.
Click on Comments.
Click on Reply if needed. Utilize your resources to provide accurate information to the customer. Be extra careful in handling customers’ concerns. Take note that the words cannot be deleted or edited once posted.
How to check backer details and status.
Click on Menu on the same page.
Click on Backer Report.
Click the backer number or Name to get more details.
You can see the details of the backer, his pledge, and the pledge status on this page.
If the pledge has been refunded, you can also see it from this page.
How to issue refunds through Kickstarter:
Click on the Issue a Refund.
Note: The refund should not be processed right away; offer an alternative resolution to save the sale first. If the customer is still requesting a refund after exhausting possible solutions, then go ahead with the refund.
Type in the exact reasons why the customer is requesting a Refund. Then click Continue.
Select the first payment method option, then click on Submit Refund. You will get a confirmation if the pledge has been refunded successfully.
If this Popup appears after clicking Issue Refund. Check with Supervisor/Manager.
If the Refund cannot be processed through the Kickstarter page anymore, ask for the customer's PayPal account and submit refund request details to your Supervisor.
Follow the same process with other campaigns.
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