Hi Brax Team and community,
I’m reaching out for an update on a return and refund that was officially approved many months ago.
Quick timeline:
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Backed the BraX3 campaign on Indiegogo (Confirmation ID: 2306, Order #1160) on January 12, 2025.
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Received the two phones + accessories on July 31, 2025 (FedEx tracking: 391534740041).
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Wi-Fi calling did not work. Support confirmed the issue could not be fixed via updates.
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On August 27, 2025, the return was approved for this defect, RMA SBR_9O33LZ9C was issued, and I was instructed to ship everything back to ShipBob in Texas using my own carrier.
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I shipped the full order the same day via USPS (tracking: 9505 5104 5071 5239 1420 84) and provided the tracking number.
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On August 28 the “Complete Your Return” email was sent.
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On November 7, 2025 a refund notification confirmed $708.00 USD had been processed (all items marked as returned 2/2).
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The refund never appeared in my Indiegogo account (neither the Nov 7 attempt nor the follow-up on Nov 24). Indiegogo investigated and confirmed on Dec 29, 2025 that the failures were not due to any issue on my end or with my payment method.
I emailed [email protected] on January 23, 2026 with full documentation. Later I received an email on March 12, 2026 saying they approved me for a paper check refund and accounting would send it out in the next 2-3 weeks and now its April 14, 2026 and still this is not resolved.
I backed the campaign in good faith because of Brax’s privacy-focused mission and followed every return instruction exactly. The return was clearly completed successfully according to the company’s own emails.
Could the team please provide:
A realistic timeline for resolution?
I would greatly prefer to resolve this directly and amicably. I have all supporting documents (contribution receipt, RMA approval, return confirmation, refund notification, tracking numbers, and Indiegogo’s confirmation) and can provide them privately if needed.
Thank you in advance for your help. Looking forward to a quick update.
Best regards,
Indiegogo Confirmation ID: 2306Order #: 1160
RMA: SBR_9O33LZ9C