Processing refunds

There are two possible refund situations: complete pledge cancellation or partial refund. 

Cancelling a complete paid pledge

If you want to cancel the entire pledge, open the project you wish to manage and click "Orders" and then "Order list". You will see a list of all pledges made in your project. You can use filters to find the order you need to cancel. Once you find it, open it by clicking its ID on the list. This will open the order details. In the top right corner, you will see the three dots button - click it to see the "Cancel order" option. Next, you will see the following window:

You can see the order ID, overcharged amount, the amount that will be refunded, order date, and type of payment. If you don't want to initiate an automatic refund using the payment provider used by the backer, select "Handle this refund outside Indiegogo". The payment will not be reversed automatically; you will have to do it manually, for example using PayPal or a bank transfer.

Select "Apply processing fee" to deduct the fee the platform charged for using their services. This means that the user will not receive a 100% refund, but the refund amount will be reduced by the cost of the transaction fee made on the crowdfunding platform.

After you set up refund details, click "Next". You will see a summary of the refund, including the transaction fee amount (if applied). Click "Confirm" to confirm the refund and order cancellation or "Back" if you want to change the refund details:

Partial refund

To refund only a portion of a pledge, locate the order for which you need to process a refund, click Edit order, and remove the item that requires a refund from the order details:

After saving the changes, click "Correct overcharge" that appears at the top of the page:

You will see the following window:

Proceed in the similar way as in the case of a full refund, as explained above.