Indiegogo

We appreciate this customer’s response and additional points on this matter.
To clarify, Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them, and in turn allows backers to help fund ideas they'd like to see come to life. Indiegogo does not run campaigns, nor do we offer perks.
Instead, each individual campaign owner is solely responsible for their campaign and fulfilling any perks offered therein. As has previously outlined, Indiegogo is not able to issue this customer a refund for their contribution. Our[redacted] outline:
"Refunds
Contributors may request a refund from Indiegogo before the end of a Campaign here. For Campaigns that have entered the InDemand program, Contributors may request a refund from Indiegogo within 10 days of the contribution, here. Contributions are eligible for a refund by Indiegogo unless (a) the contribution funds have already been transferred to the Campaign Owner, (b) the Perk associated with the contribution has been fulfilled, or (c) Indiegogo determines that there has been an abuse of these Terms of Use. Indiegogo reserves the right to terminate User Accounts and remove Campaigns for any abuse of this refund policy. For Campaigns that have ended, or in situations where the contribution funds have been transferred to the Campaign Owner, Contributors should contact the Campaign Owner directly regarding refunds."
Campaign owners are the party solely responsible for their campaigns, including fulfilling any perks they offered therein. As such, if this customer has questions about the campaign, when they can expect to receive their perks, or would like to receive a refund from this campaign owner, this customer will need to make inquires of the campaign owner, directly. We are unable to mediate this dispute, but encourage this backer to get in touch with the campaigner to work out their dispute.  
Finally, regarding this campaign remaining open on Indiegogo, we do have a portion of our Terms which outlines:
“Indiegogo may remove a Campaign from InDemand if Perks have not been fulfilled within three (3) months after the estimated delivery date, or if the fulfillment of Perks is delayed indefinitely.”
In the case of the campaign in question, they have not exceeded this timeline of three months beyond their estimated delivery date. Should they exceed this three month period and be unable to demonstrate that they have shipped out perks to backers, Indiegogo’s Trust and Safety Team will investigate and may remove them from InDemand.
We appreciate this backer’s feedback, and wish them the best of luck in arriving at a resolution to their refund request, with the campaigner.

We have reviewed this customer’s correspondence with Indiegogo. In doing so, we see that our team has replied to this customer’s concerns, but we will also address them here. In reviewing the correspondence we understand that this backer  had questions about the status of a perk they claimed,...

via a campaign which raised funds on Indiegogo.
To be clear, Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them, and in turn allows backers to help fund ideas they'd like to see come to life.  Campaigns are run by their individual campaign owner’s and not by Indiegogo. Indiegogo does not manage campaigns, nor does Indiegogo offer perks. Instead, all perks are offers made by Campaign Owners, and we recommend to any Backer who has questions about a campaign’s offerings that make inquires of the campaign owner.
People can raise money for various things, and be at various stages of their project. Backers are backing an idea, not purchasing a pre-made project. Like anyone contributing to an early-stage project, you accept the risk that the project might not come to fruition. Again, Indiegogo does not make claims or verify that a “campaign owner will deliver perks or that contributions will be used as described on the campaign.”  The decision to contribute to any campaign is in the sole determination of the Backer and their evaluation of the campaign, not Indiegogo. We recommend that each Backer go through their own vetting process before they decide to contribute. We have compiled a list of how to evaluate a campaign, as a good starting point: [redacted]
As the campaign owner is the party solely responsible for their campaign, and any perks offered therein, we recommend this customer reach out to the campaign owner directly to arrive at a resolution to their inquiries.
 We have been in touch with this Backer to reiterate this matter, as well as share the campaign owner’s contact information in an effort to facilitate communication.

Initial Business Response /* (1000, 5, 2015/11/22) */
Indiegogo provides an open crowdfunding platform permitting funds to be raised for a wide range of projects in accordance with our Terms of Use (www.indiegogo.com/about/terms). Campaigns are run by their individual campaign owner's and...

not by Indiegogo. Indiegogo does not manage campaigns, nor does Indiegogo offer perks. Instead, all perks are offers made by Campaign Owners, and we recommend to any contributor who has questions about a campaign's offerings that make inquires of the campaign owner.

People can raise money for various things, and be at various stages of their project. Contributors are backing an idea, not purchasing a pre-made project. Like anyone contributing to an early-stage project, you accept the risk that the project might not come to fruition. Again, Indiegogo does not make claims or verify that a "campaign owner will deliver perks or that contributions will be used as described on the campaign." The decision to contribute to any campaign is in the sole determination of the contributor and their evaluation of the campaign, not Indiegogo. We recommend that each contributor goes through their own vetting process before they decide to contribute. We have compiled a list of how to evaluate a campaign, as a good starting point: https://support.indiegogo.com/hc/en-us/articles/XXXXXX-How-to-Evaluate-a-Campaig...⇄ />
As the campaign owner is the party solely responsible for their campaign, and any perks offered therein, we recommend this customer reaches out to the campaign owner directly to arrive at a resolution to their inquiries. We see that the campaign owner is responding to comments on their campaign's comments tab, so would encourage this contributor to reach out to the campaign owner there: https://www.indiegogo.com/projects/cubic-your-personal-ai-with-personality2#/com...⇄ /> We have been in touch with this contributor to reiterate this matter, as well as share the campaign owner's contact information in an effort to facilitate communication.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Great response

Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them, and in turn allows backers to help fund ideas they'd like to see come to life. It is important to note that contributing to a campaign on Indiegogo is not the same...

thing as making a purchase in a store. People can raise money for various things, and be at various stages of their project. Contributors are backing an idea, not purchasing a pre-made project or item. Like anyone contributing to an early-stage project, you accept the risk that the project might experience delays, changes to their original vision, or may not come to fruition. Indiegogo is not able to guarantee that perks will be fulfilled or that, if fulfilled, the Backer will find them satisfactory. We have tips on how to evaluate a campaign in our Help Center:[redacted]Regarding this customer's refund request, our records show that this contributor’s contribution has already been sent to the campaigner, which means that a refund can no longer be issued by Indiegogo. Learn more about our refund policy [redacted] Therefore, we recommend the contributor reach out directly to the campaign owner if they are interested in receiving a refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We understand this customer has some concerns about a campaign raising funds on Indiegogo.
Indiegogo provides an open crowdfunding platform permitting funds to be raised for a wide range of projects in accordance with our Terms of Use ([redacted]). Campaigns are run by their...

individual campaign owner’s and not by Indiegogo. Indiegogo does not manage campaigns, nor does Indiegogo offer perks. Instead, all perks are offers made by Campaign Owners, and we recommend to any contributor who has questions about a campaign’s offerings that make inquires of the campaign owner.
Regarding the campaign in question, the owner of the campaign has been communicative around the timing of fulfillment and has outlined the on-going status of fulfillment in their updates, based on groups of orders. We recommend this backer review the campaign updates to get the most up-to-date information: [redacted]
As can be seen, they are in the process of fulfilling their backers.
Campaigns are works in progress, and it’s up to the campaign owner to communicate timelines, changes, and challenges to their community of backers- which this campaign owner has done. While it is clear they are still in the process of fulfilling and as yet have not fulfilled all orders, we can see that backers are receiving their orders- [redacted]
Finally, as to this backer’s contributions to this campaign, we see that the campaign owner has issued full refunds for all transactions this backer has made to their campaigns.

Initial Business Response /* (1000, 5, 2015/12/20) */
Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them. As the contributor states in their complaint, contributing to a campaign on Indiegogo is not the same thing as making a...

purchase in a store. People can raise money for various things, and be at various stages of their project. Contributors are backing an idea, not purchasing a pre-made project. Like anyone contributing to an early-stage project, you accept the risk that the project might experience delays, changes to their original vision, or may not come to fruition. We have tips on how to evaluate a campaign in our Help Center: http://support.indiegogo.com/entries/XXXXXXXX-how-to-evaluate-a-campaign.
Regarding this customer's refund request, our records show that this contributor's contribution has already been sent to the campaigner, which means that a refund can no longer be issued by Indiegogo. Learn more about our refund policy https://support.indiegogo.com/hc/en-us/articles/XXXXXX, and in our Terms of Use, www.indiegogo.com/about/terms.

Therefore, we recommend the contributor reach out directly to the campaign owner if they are interested in receiving a refund, have inquiries about the status of this project, or when they can expect to receive their perk.

We understand this customer has not received a perk from a campaign they contributed to, and are now requesting a refund.
 
Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them, and in turn allows backers to help fund ideas they'd...

like to see come to life.Regarding the perk, as perks are offers made solely by the owner of this campaign, we recommend this backer inquire of the status of their perk, with the campaign owner. We note the campaign owner has been posting updates on their shipping, on their campaign page, here: [redacted] This is the best place to get the latest information on the status of this campaign owner's manufacturing and when they expect to ship out their products.
 
Regarding this customer's refund request, our records show that this contributor’s contribution has already been sent to the campaigner, which means that a refund can no longer be issued by Indiegogo. Learn more about our refund policy[redacted], and in our Terms of Use, [redacted].
 
Therefore, we recommend the contributor reach out directly to the campaign owner if they are interested in receiving a refund. Although we are unable to refund the contributor’s contribution, we have been in touch with this contributor and have shared the campaign owner’s contact information with this contributor in an effort to facilitate communication.

Complaint: [redacted]I am rejecting this response because: Indegogo should be responsible for communicating with the Campaign to resolve the issue if the Campaign is ignoring all negative feedback on their product from backers. This response from Revdex.com is not satisfactory. Please have a representative from Indegogo contact me.Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I was able to reach the third party, On the Rocks, independently and am working out a solution with them. Sincerely, David[redacted]

Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them, and in turn allows backers to help fund ideas they'd like to see come to life. Regarding this customer's refund request, our records show that this contributor’s contribution has...

already been sent to the campaigner, which means that a refund can no longer be issued by Indiegogo. Learn more about our refund policy[redacted]
Therefore, we recommend the contributor reach out directly to the campaign owner if they are interested in receiving a refund. Although we are unable to refund the contributor’s contribution, we have been in touch with this contributor and have shared the campaign owner’s contact information with this contributor in an effort to facilitate communication.

Initial Business Response /* (1000, 5, 2015/08/25) */
We understand this customer has questions about Indiegogo and would like to know when to expect to receive a product.
Indiegogo is an open crowdfunding platform which anyone can use to raise funds for any project, cause, or business....

In turn, contributors can help fund ideas that they'd like to see come to fruition or that they'd like to be a part of making happen. Campaigns are run solely by their respective owners, and they are the party that offers perks and is solely responsible for fulfilling perks.
It's important to note that by contributing to a campaign you are supporting an idea, project, or cause you care about. One of the amazing parts of crowdfunding is pitching in and helping ideas you'd like to see come to life! It's very rewarding to see projects that you fund go from idea phase, to seeing the stages of it's development, and (if all goes according to plan) see the project be successful.
IF this contributor has questions about when they can expect to receive the perk they claimed on a campaign, please contact the campaign owner directly.

Complaint: [redacted]I am rejecting this response because:
 
indiegogo go should be held responsible for the fulfillment of transactions or give a refund to their contributors.
if not their website will make it easy for criminals to cheat victims out of their contributions. At the very least they should file a claim with authorities or police and recover these payments. Just standing by and seeing their contributors being ripped off makes them just as guilty as their scammers. Indiegogo, Kickstarter and other crowdsourcing companies should be prohibited if they can not provide a safe platform for internet transactions. 
Sincerely,[redacted]

We understand this customer has additional concerns on this matter, as they have not received a refund from the owner of this campaign.
As has previously outlined, Indiegogo is not able to issue this customer a refund for their contribution. Our Terms of Use outline:
"Refunds
Backers may request a refund from Indiegogo before the end of a Campaign here. For Campaigns that have entered the InDemand program, Backers may request a refund from Indiegogo within 10 days of the contribution, here. Contributions are eligible for a refund by Indiegogo unless (a) the contribution funds have already been transferred to the Campaigner, (b) the Perk associated with the contribution has been fulfilled, or (c) Indiegogo determines that there has been an abuse of these Terms of Use. Indiegogo reserves the right to terminate User Accounts and remove Campaigns for any abuse of this refund policy. For Campaigns that have ended, or in situations where the contribution funds have been transferred to the Campaigner, Backers should contact the Campaigner directly regarding refunds."
Campaigners are the party solely responsible for their campaigns, including fulfilling any perks they offered therein. As such, if this customer has questions about the campaign, when they can expect to receive their perks, or would like to receive a refund from this Campaigner, this customer will need to make inquires of the Campaigner, directly. Should the campaign owner have difficulty identifying this specific customer's transaction within their private records, we recommend that the customer follow up and provide their information in full, along with a copy of their contribution confirmation receipt. 
 
We are unable to mediate this dispute, but have previously provided this customer with the Campaigner's contact information in an effort to facilitate communication.
We wish them the best of luck in arriving at a resolution to their dispute, with the Campaigner.

We understand this customer has some concerns about a campaign that raised funds on Indiegogo.
Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them, and in turn allows backers to help fund ideas they'd like to see come to life....

Regarding this customer's refund request, our records show that this contributor’s contribution has already been sent to the campaigner, which means that Indiegogo can no longer issue a refund. Learn more about our refund policy[redacted], and in our Terms of Use,[redacted].
 
Therefore, we recommend that the contributor reach out directly to the campaign owner if he or she is interested in receiving a refund. By creating a campaign on Indiegogo, the campaign owner agrees to use funds and fulfill all perks as stated in their campaign. If, for any reason, they are unable to use Contributions as described in their Campaign, they agree to work with the Contributors to reach a mutually satisfactory resolution, which may include refunding their Contributions.
 
By creating a campaign on Indiegogo, the campaign owner agrees to use funds and fulfill all perks as stated in their campaign. If, for any reason, they are unable to use Contributions as described in their Campaign, they agree to work with the Contributors to reach a mutually satisfactory resolution, which may include refunding their Contributions.

We would like to clarify that Indiegogo does not run campaigns, nor are we responsible for fulfilling perks offered therein. Instead, individual campaign owner’s runs their own campaign and are responsible for fulfilling the promises made. Our Terms outline:
 
“Indiegogo is an online crowdfunding venue for people and entities seeking to raise funds for their own Campaigns and to contribute to the Campaigns of others. Campaign Owners can offer gifts or rewards in the form of tangible items or intangible services (collectively, "Perks") to Contributors. Perks are not offered for sale. Indiegogo makes no representations about the quality, safety, morality or legality of any Campaign, Perk or Contribution or the truth or accuracy of User Content (as defined below) posted on the Services. Indiegogo does not represent that Campaign Owners will deliver Perks or that Contributions will be used as described in the Campaign. Users use the Services at their own risk.”
Indiegogo is unable to fulfill this customer’s perk, or as outlined previously, issue them a refund. Again, if this customer has questions about the campaign, when they can expect to receive their perks, or would like to receive a refund from this campaign owner, this customer will need to make inquires of the campaign owner, directly.
Our Terms outline:
“Indiegogo is under no obligation to become involved in disputes between Campaign Owners and Contributors, or Users and any third party…. In the event of any dispute, such as a Campaign Owner's alleged failure to comply with the Terms or alleged failure in fulfillment of a Perk, we may provide the Campaign Owner's contact information to the Contributor so that the two parties may resolve their dispute.”
We are unable to mediate this dispute, but in accordance with our terms listed above, have previously provided this customer with the campaign owner's contact information in an effort to facilitate communication.
We wish them the best of luck in arriving at a resolution to their dispute, with the campaign owner.

Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them, and in turn allows backers to help fund ideas they'd like to see come to life. As the contributor states in their complaint, contributing to a campaign on Indiegogo is not the same...

thing as making a purchase in a store. People can raise money for various things, and be at various stages of their project. Contributors are backing an idea, not purchasing a pre-made project. Like anyone contributing to an early-stage project, you accept the risk that the project might experience delays, changes to their original vision, or may not come to fruition. We have tips on how to evaluate a campaign in our Help Center: [redacted]
We note that the owner of this campaign has posted an update acknowledging their delays and giving a status update. We’d encourage this backer to keep an eye on the updates tab for the most up-to-date information from the owner of the campaign, directly: [redacted]
Regarding this customer's refund request, our records show that this contributor’s contribution has already been sent to the campaigner, which means that a refund can no longer be issued by Indiegogo. Learn more about our refund policy [redacted], and in our Terms of Use, [redacted].
Therefore, we recommend the contributor reach out directly to the campaign owner if they are interested in receiving a refund. Although we are unable to refund the contributor’s contribution, we have been in touch with this contributor and have shared the campaign owner’s contact information with this contributor in an effort to facilitate communication.

Initial Business Response /* (1000, 5, 2015/11/29) */
Indiegogo provides an open crowdfunding platform permitting funds to be raised for a wide range of projects in accordance with our Terms of Use (www.indiegogo.com/about/terms). Contributors, in turn, can help fund ideas they are interested in...

and want to help be a part of.
Campaigns are run by their individual campaign owner's and not by Indiegogo. Indiegogo does not manage campaigns, nor does Indiegogo offer perks. Instead, all perks are offers made by Campaign Owners, and we recommend to any contributor who has questions about a campaign's offerings that make inquires of the campaign owner.
People can raise money for various things, and be at various stages of their project. Contributors are backing an idea, not purchasing a pre-made project. Like anyone contributing to an early-stage project, you accept the risk that the project might not come to fruition. Again, Indiegogo does not make claims or verify that a "campaign owner will deliver perks or that contributions will be used as described on the campaign." The decision to contribute to any campaign is in the sole determination of the contributor and their evaluation of the campaign, not Indiegogo. We recommend that each contributor goes through their own vetting process before they decide to contribute. We have compiled a list of how to evaluate a campaign, as a starting point: https://support.indiegogo.com/hc/en-us/articles/XXXXXX-How-to-Evaluate-a-Campaig...⇄ /> Regarding this customer's refund request, our records show that this contributor's contribution has already been sent to the campaigner, which means that Indiegogo can no longer issue a refund. Learn more about our refund policy https://support.indiegogo.com/hc/en-us/articles/XXXXXX, and in our Terms of Use, www.indiegogo.com/about/terms.
As the campaign owner is the party solely responsible for their campaign and any perks offered therein, if this contributor is interested in receiving a refund we recommend this customer reach out to the campaign owner directly to arrive at a resolution to their inquiries.
Although we are unable to refund the contributor's contribution, we have been in touch with this contributor to reiterate this matter, as well as share the campaign owner's contact information in an effort to facilitate communication.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When Indiegogo choose to send the contributions to the campaign owner is not and should not be the contributor's concern.
I insist that since Indiegogo is acting as a platform for this kind of business transaction, Indiegogo should be acting as a buffer and assume responsibility, such as companies like Paypal.
However, I am willing to settle for 50% of the refund ($57.5 USD).
Final Business Response /* (4000, 9, 2015/12/28) */
We understand this customer has additional points on this matter. To clarify, Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them. Our Terms of Use (http://www.indiegogo.com/about/terms) obligates campaign owners to fulfill any promised perks. Perk fulfillment is the full responsibility of the campaign owner, not Indiegogo. Furthermore, contributors are responsible for vetting the campaign to their own satisfaction before deciding to contribute. Our Terms of Use states,
"Indiegogo is an online crowdfunding venue for people and entities seeking to raise funds for their own Campaigns and to contribute to the Campaigns of others. Campaign Owners can offer gifts or rewards in the form of tangible items or intangible services (collectively, "Perks") to Contributors. Perks are not offered for sale. Indiegogo makes no representations about the quality, safety, morality or legality of any Campaign, Perk or Contribution or the truth or accuracy of your User Content (as defined below) posted on the Service. Indiegogo does not represent that Campaign Owners will deliver Perks or that Contributions will be used as described in the Campaign. Users use the Service at their own risk."
With that said, we have been in contact with this contributor to explain our Terms of Use. We have also shared the campaign owner's contact information with this contributor in an effort to facilitate communication between these two parties.
Regarding this customer's refund request, our records show that this contributor's contribution has already been sent to the campaigner, which means that Indiegogo can no longer issue a refund. However, we do suggest that the contributor feel free to reach out directly to the campaign owner to resolve any perk questions or request a refund.
Final Consumer Response /* (4200, 11, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Indiegogo reiterates over and over about having shared the campaign owner's contact information with me so I may contact him directly for a refund. Please read carefully what I have written in my original posting - I have repeated attempts in trying to contact the campaign owner, to no avail.
I recognize now that Indiegogo has no intentions in protecting its contributors and I will never get my money back. I have selected "no" in response to accepting this business' proposed resolution, because I deem Indiegogo's proposal unsatisfactory and do not want future contributors to assume this incident has been resolved. Revdex.com is welcomed to post my experience on their website and note that this case has never been resolved.

We understand this customer has additional concerns in this matter.
We are happy to report that our team did indeed share the campaign owner’s contact information with this backer. Please refer to Ticket #[redacted] for this information. Note this is ALL the information we are able to share with backers regarding a campaigner.
In that message, we also outlined that “We will send a message to the campaign owner to remind them of their responsibilities to keep you and backers updated on the status of their project.”
Finally, Campaign owners are the party solely responsible for their campaigns, including fulfilling any perks they offered therein. As such, if this customer has questions about the campaign, when they can expect to receive their perks, or would like to receive a refund from this campaign owner, this customer will need to make inquires of the campaign owner, directly. We are unable to mediate this dispute, but have previously provided this customer with the campaign owner's contact information in an effort to facilitate communication.
We wish them the best of luck in arriving at a resolution to their dispute, with the campaign owner.

We understand this customer has some questions about the state of their contribution to a campaign on our platformFirst, we are happy to confirm that this Backer was successfully charged on December 08, 2016. Their transaction is not being blocked by Indiegogo. That said, if this customer has...

questions about the status of their product or where the campaigner is in the development process, we recommend they get in touch with the campaigner directly. Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them, and in turn allows backers to help fund ideas they'd like to see come to life.  Campaigns are run by their individual campaign owner’s and not by Indiegogo. Indiegogo does not manage campaigns, nor does Indiegogo offer perks. Instead, all perks are offers made by Campaign Owners, and we recommend to any contributor who has questions about a campaign’s offerings that make inquires of the campaign owner.As the campaign owner is the party solely responsible for their campaign, and any perks offered therein, we recommend this customer reach out to the campaign owner directly to arrive at a resolution to their inquiries.We also HIGHLY recommend this backer review the Campaign's Updates tab [redacted] for the most up-to-date information from the campaign team.