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Reward Fulfillment Guide

Table of Contents

For those of us using our offices for storage space, all the help you need to fulfill reward orders as quickly and easily as possible.

When a supporter claims a reward item from your campaign, that record goes into a list that you can filter in a few ways. This article is both a how-to and a best practice, which will help to explain the reasoning behind some key features.

In this article, we will go over the following:

  1. Organizing orders for reward fulfillment
  2. Missing shipping addresses/Editing addresses
  3. Completing orders.
  4. How do tickets work
  5. Changing ordered items (All-or-nothing campaigns only)

Part 1: Organizing orders for reward fulfillment #

There are a couple of options for downloading your orders. Which one you choose will depend on what you want to do. Here are the steps and the options:

STEP 1 – Click ‘Transactions’ in your campaign’s sidebar menu.

STEP 2 – Choose how to view your ordered items.

Click ‘Order items’ in the sidebar menu (1) or the options above the Transaction report (2). You will also find the order items in your downloaded Transaction report (3); however, they will not have the same filter options.

STEP 3 – Choose how to download the Order items report.

You can download this information in two ways:

  • In a line-by-line list (‘Separate by order’ unchecked) – good for gathering totals of each reward type for printing/manufacturing 
  • Separated by order (box checked) – see which rewards were ordered together; good for your boxing/shipping prep.
    • NOTE: This will not group orders by one person if they have made more than one transaction. To make sure you are seeing every order made by one person, you can turn on data filtering in your spreadsheet viewer and filter out names, shipping addresses, or anything else that will help you group your orders. For Excel, do this by clicking ‘Data’ in your menu options, then ‘Filter’ (second photo below):

Part 2: Missing shipping addresses/Editing addresses #

Shipping addresses could be missing for a few reasons. Perhaps you set your campaign to collect this information after the donation or an unexpected blip in internet service failed to capture it. Technology, sadly, is fallible. 

STEP 1: Click ‘Transactions’ in your campaign’s sidebar menu.

STEP 2: Open contributor details

For missing addresses: You’ll see if a shipping address is missing by the yellow triangle in their line item under your ‘Transactions’ menu. Click on this triangle to update their information. 

For editing current addresses: Click on the ‘Yes’ in the line item for your supporter to change their information. 

There are also options to send reminders to your supporters that you need their addresses under the ‘Actions’ column.

NOTE – If you can’t see a column: These are ‘smart tables’ (because everything is smart now!), meaning when your browser is zoomed in close, some columns will be hidden rather than just squished together. Zoom out of your browser until they appear, or click the expand button () to view all information.

STEP 3 – Make the changes (don’t forget to save!) or scroll down to ‘Private edit link for contributor’ to send to your supporter so they may make the changes.

Part 3: Completing orders (checking off reward fulfillment) #

Follow the instructions in Part 1 to find your ‘Order items’ list. Once your shipment is sent, you can click ‘Change’ under the ‘Fulfilled’ column to switch the ‘No’ to ‘Yes.’

Part 4: How do tickets work? #

When tickets are offered as a Reward item, they’re delivered via email. They (or the person they buy the ticket for) will receive an email with a printable ticket containing a QR code.

You can confirm the ticket is valid by scanning the code. It will be marked as valid no matter how many times it is scanned, so the best practice would be to tick names off manually to avoid sneaky duplicates.

Part 5: Changing ordered items (All-or-nothing campaigns only). #

In an All-or-Nothing campaign, orders cannot be changed directly, but you CAN cancel a supporter’s order without penalty, as long as you haven’t completed the campaign and the charges. If they wish to order something else, they may return and create a new order as normal.

STEP 1 – Click ‘Transactions’ in your sidebar menu.

STEP 2 – Click ‘Cancel’ beside the transaction you wish under the ‘Status’ column. 

Once a pledge has been cancelled, it will no longer appear in your menu.

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