Contact Support

STEP 1.

Who are you?

I'm a supporter or customer I'm an Ignite Page creator or system admin

STEP 2.

Do any of these FAQs or Help and Resources articles help?

  • What are the transaction fees involved with using IgniteCX?

    IgniteCX has two fees taken off the top of each transaction: a 5% platform fee, and a 2.9% + $0.30 per transaction credit card fee.

  • What happens if I don’t hit my order minimums?

    Depending on the settings for your campaign, you may have to hit a certain number of items sold before we can produce that batch of items. If you don’t hit that number (typically 12), then those orders will be cancelled and cards won’t be charged. Customers will be notified if any items they ordered are cancelled. Need help hitting minimums? Consider spreading the word again via email or social media, or extending the end date.

  • When do I receive my money?

    Checks are mailed out within 2-4 weeks of the campaign end date. For direct deposits, profits from item purchases will appear in your account within three business days of the campaign end date. Donations will appear within three business days of the donation date.

  • WWhen will items ship to purchasers?

    There are a number of factors that influence how successful you will be with selling items: How big your support base is, how many items you have available in your store, the timing of your store and how well you get the word out about your store. But, not to worry!

  • Why am I not selling as much as I want to?

    This depends on the answer to several questions: How big is your supporter base? How many items are you offering in your store? How long is your store open? Is your store timeline overlapping with a holiday or other distracting event? Check out our Best Practices article for some pro tips.

  • Can someone help me with my item design?

    Yes, we’re happy to help! Just shoot us an email at: design@ignitecx.com

  • Can I add a new item order after my campaign has closed?

    Unfortunately, no. Our system is automated to run settlements on all orders immediately following the campaign close at midnight Pacific time. After individual orders are settled, the batch order for the entire campaign is then sent into production and can’t be altered. However, you can very easily clone the Ignite page and run it again, if you’d like to collect more orders after the close date.

  • Can my supporters return or exchange their items?

    Because all items sold on an Ignite Page are made to order, all sales are final unless a product is defective. So, please double check sizing before placing your order, and definitely before the campaign ends and production begins.

  • What is your policy regarding bulk shipments?

    Once you receive your bulk shipment, it’s your responsibility to confirm that all individual orders have been accurately fulfilled. Any issues with a shipment must be reported by contacting us here within two business days of the shipment proof of delivery date.

STEP 3.

Have a different question? Check out more FAQ’s here or contact us using the form below.

Please attach any documents, images or screenshots that will help us help you.

 

STEP 2.

Do any of these FAQs or Help and Resources articles help?

  • When will my items ship?

    Items typically ship within 2-4 weeks of the campaign end date.

  • When will my credit card be charged?

    For donations, your credit card will be charged immediately after you place your order. For item purchases, your card will be charged when the campaign ends. Why? This is to make sure the page hits all of the order minimum requirements. If it doesn’t sell enough to produce the batch of items, then your card won’t be charged. You’ll be notified on that end date what items you were charged for, and if applicable, what items were cancelled. If you make a donation and a purchase, those will still appear as two separate transactions on your credit card statement.

  • How will this charge read on my credit card?

    The person who sets up the Ignite Page actually decides how the credit card descriptor will read. Typically, it will look something like BT [CAMPAIGN NAME #####]. Let us know if you need clarification on that.

  • Can I make changes to my order?

    Because all items sold on an Ignite Page are made to order, we can’t make any changes after a campaign ends and the production process begins. However, if you need to swap out sizes or cancel something before that end date, just let us know. We can help you make that happen.

  • Can I return or exchange my item?

    Because all items sold on an Ignite Page are made to order, all sales are final unless a product is defective. So, please double check sizing before placing your order, and definitely before the campaign ends and production begins.

STEP 3.

Didn’t find what you need? Let us know how we can help.

 

Okay, Thanks!