Hello everyone, long time no see.
Some time has passed since the PM ended, and the good news is that the production process is going smoothly. Of course, there are some troubling issues involved, and that's what we're going to address today.
For our dear backers who have ordered an upgrade or crowdfunding pack on BackerKit with a credit card, your order might have been canceled by the platform. This is due to a problem we had with the credit card service provider Stripe, and according to Stripe, you’ll all get a full refund of your order by October 4th.
Currently, we see 750 cases of said cancellation.
Orders paid with PayPal are not affected.
FAQ
- What happened?
We don’t know what exactly happened yet. Stripe decided that we had a violation of their TOS. We’ve been trying to talk to them, but it’s been difficult for us to pinpoint what actually went wrong.
- Does that mean the orders paid by credit card are all invalidated?
In the worst case scenario, yes. This means the upgrade packages of the Kickstarter packs on BackerKit are also invalidated. We have tried our best to recover the order details. Again, this only affects the orders paid by credit card; PayPal orders are not affected.
- What’s going to happen next?
If you wish to continue to support the project, we would like to first express our utmost gratitude, and we’re working on launching a revamped version of our own website/web store, using Shopify, with a more reliable and direct payment solution. The switch will take about 2-3 weeks and will be available in October.
PayPal will be available on the site, and we are working on evaluating and setting up a new credit card service provider. Once that’s done, all our supporters will be able to order and purchase the packages (including the upcoming mass-production packages) on that website.
- What about package upgrades purchased on BackerKit?
We have retained most details of the canceled BackerKit orders. And we are working on uploading it to our new web store.
If your order on BackerKit has been refunded, you will receive an email from us containing all the order info on BackerKit in October. You may use the purchase button in the email to re-order it (at the same price) on the new web store.
The email will be sent to your email address registered on BackerKit. If you cannot access that email address or you found the order details inaccurate, please contact us via email, Facebook, or Discord. We will do a manual cross-check and verification for your order instead.
Again, we wish to thank you for being with us on this project that we’re all absolutely passionate about. We’ll keep an open line of communication and keep you updated on our progress. We’re doing our best to get the Kickstarter packages shipped as soon as possible. Recently, we have been busy submitting final documents and producing products, but fortunately, the progress of this part is in line with expectations. We will go to the factory on the 25th to check the specific production status of this batch, and will provide more detailed information at that time.
If you have any questions, never hesitate to reach out!
customer_service@queti-tectonics.com