“I hope this email finds you well. We wanted to follow up about our recent purchase on Kickstarter. While we are excited to receive the machine today, we noticed that we have not received the refund for the shipping fees.

After reviewing the parcel’s tracking information, we noticed it was sent from Shenzhen by SF Express. We ask that you process the refund for the shipping fees as soon as possible. We understand that refunding shipping fees can be a hassle, but it is imperative that all backers receive fair treatment.

We would also appreciate it if you could also look into refunding the shipping fees to other backers who supported your project. As a backer, we believe it is essential to support projects that align with our values, and overcharging supporters is not something we stand for.

”

“Could you let us know when we can expect to receive the refund for the extra shipping fee that was charged We noticed that the shipping cost was only $20 USD, yet we were charged $90. We appreciate that you promised to refund us, but we haven’t received any communication from you regarding the refund.”

Pledgebox
We understand that the backer survey platform utilized for our project was Pledgebox, which is a pledge management system designed to create various shipping options and fees.

“The shipping fee was announced on the KS page which is out of control of us”. We emailed Kickstarter about this issue, they claimed that this is not their issue, this is how your company set up the shipping fees.

More expensive than we expected?
As you were in charge of setting up the fee, it was expected that you would be aware of the approximate shipping cost from Shenzhen to Shenyang in China. SF Express, in particular, offers a detailed page where one can calculate the shipping fee efficiently. Therefore, as you had charged an amount of $90 for shipping, it was your responsibility to specify which carrier you would be using.  We were caught off guard when we found out that you had charged us $90 for SF domestic shipping, which was unexpected and somewhat unreasonable.

I totally understand your feeling
This is not a matter of our personal feelings. It concerns the ethics of your business and how you prioritize treating your backers with trust and respect.

Send a laser machine portable carrying case to you for free to make up for the overcharged shipping cost
We are not satisfied with this proposed solution.
Our request is for a refund of the additional shipping fee that was charged to us and for an open letter to be sent to all backers who were also overcharged.

If you accept our extra gift,
We do not view the carrying case as a gift, thus we cannot accept this as a proposed solution to the issue.

“We are sorry for the problem caused to you
There may be some system issue with our system so you did not receive our reply
We have found the bug and we have fixed the issue so you can get our reply normally
Please note the domestic and some countries’ shipping costs are set in this way considering that there is no export tax rebate, so some adjustments have been made in the shipping  costs.
At the same time, I want to explain to you that since our previous customer service staff left, we don’t know the communication records between her and you, and we don’t know that she has replied that we can provide you with a refund, so we proposed to offer a free case as compensation.We would not have made this suggestion had we known that she would have agreed to refund you. However this is just a suggestion. It’s up to you to accept . In view of your special situation, I have made a special request to our superiors, and my superiors have agreed to issue the rest shipping cost to you on the basis of deducting shipping cost USD 20.”

I hope this email finds you well. Unfortunately, we cannot accept your offer.

As we emphasized in our previous email, we request that Laserpeck refund the full amount of the extra shipping charges and provide a project update about this issue on your Kickstarter project page, and we urge you to extend an apology to all the backers who have been affected…

It is our belief that it is crucial to resolve this issue in the right way, rather than a friendly way. Although we appreciate the effort you have put into this case, please understand that we cannot consider any excuses, such as system problems or employee changes, as they are beyond the scope of the issue.

Once again, along with the shipping refund, we stress the significance of Laserpeck addressing this issue and offering a sincere apology to all of the affected backers on your Kickstarter page by the end of this month.

“Hello, as I explained to you before, this refund is a special application for you by my sales, and it is applied in the name of the sales rather than the company
Please tell us your account, we will refund you the shipping fee first, and solve your problem as soon as possible.
As for the importance of solving this problem you said, we also attach great importance to this matter, but as a business, we also need to consider the impact of this matter on the company and brand.
We have checked that there are not many orders in China at present, and we will communicate with Chinese customers in private to explain this problem and hope to gain their understanding, thank you”

“It has been two weeks since the last communication regarding the ongoing issue.
Unfortunately, we have not seen any new project update regarding this problem on Kickstarter, which leads us to believe that our request has been ignored or the problem is being overlooked…”

“Hello, we have sent you several emails on July 10. It seems that you have not received our reply. We cannot refund without your account information.

We will give feedback to the leader about the suggestion you mentioned. Please provide your account information first, and we will process your refund for you first.”