About This Situation
Due to a recent PledgeManager system update, some backers in certain countries or regions were required to pay additional tax when submitting their survey.
This is not the experience we wanted anyone to have. We sincerely apologize for the inconvenience and for the extra cost some backers had to bear.
Why We Are Handling It This Way
Over this period, we found that a number of backers had already paid this additional tax, but did not separately contact us to request further handling.
Under normal circumstances, these charges would generally be treated as costs borne by the backer. Even so, we still want to do our best to help offset this extra burden.
For that reason, after fulfillment is completed, we will proactively review eligible backer cases one by one and arrange compensation accordingly.
This is the fairest and most complete way we can address the situation.
Compensation Plan
For backers who were charged additional tax in PledgeManager and completed that payment, we will review eligible cases after fulfillment is completed and send a voucher to the Kickstarter email address associated with the pledge by the end of May.
The compensation will be as follows:
-
Voucher amount = 1.5x the tax amount paid
-
The voucher will be sent to your Kickstarter email
-
No expiration date
-
No other restrictions
How It Will Work
There is no need to apply manually.
We will handle the process as follows:
Step 1: Review after fulfillment is completed
Once fulfillment is completed, we will review eligible backer records one by one based on our system records.
Step 2: Voucher sent by the end of May
After verification, we will send the voucher to your Kickstarter email address by the end of May.
Step 3: Please check your email
Please keep an eye on the email address linked to your Kickstarter pledge, and also check your spam or junk folder just in case.
Step 4: If you still do not receive it, contact support
If you were charged additional tax but still have not received the voucher email after we complete the sending process, please contact our support team at:
support@zaylli.com
FAQ
1. Who is eligible?
Any backer who was required to pay additional tax in PledgeManager and completed that payment will, in principle, be included in this compensation review.
If a case has already been handled separately, compensation will not be issued again.
2. Do I need to apply manually?
No.
We will review eligible cases after fulfillment is completed and automatically send the voucher to your Kickstarter email by the end of May.
3. How much is the voucher?
The voucher amount will be 1.5x the tax amount actually paid.
4. Where will the voucher be sent?
It will be sent to the email address used for your Kickstarter pledge.
5. Does the voucher expire?
No.
6. Are there any other restrictions?
No.
7. What if I was charged the tax but never receive the voucher?
If you were charged additional tax but still have not received the voucher email after the sending process is completed, please contact:
support@zaylli.com
Our support team will help you.
Final Note
We sincerely apologize again for the inconvenience caused by this system update.
Thank you very much for your patience, understanding, and continued support. After fulfillment is completed, we will carefully review each eligible backer case and complete the compensation process as soon as possible.
If your case applies and you still do not receive the voucher email afterward, please feel free to contact our support team.
Support email: support@zaylli.com
