Overview
This guide helps support agents investigate common creator inquiries and respond consistently. Each section explains where to find the necessary information and what details to share with creators.
Payment Inquiries
How to Get the Information Needed
Open the creator's campaign and navigate to Influencers.
Check deliverable completion and campaign requirements.
Verify required hashtags, brand tags, and content format.
Review the payment status.
How to Answer
If requirements are missing, explain which specific requirements the creator needs to complete or correct.
If all requirements are complete, share the current payment status and applicable processing timeline.
If payment is pending, clarify whether any further action is required from the creator.
Content Review
How to Get the Information Needed
Open the campaign and navigate to Influencers.
Locate the creator and open Review Content.
Check the submission and review status, including any brand feedback.
How to Answer
If content is awaiting review, inform the creator that the brand has not yet completed the review. Brands are encouraged to provide feedback within 24 hours.
If revisions are requested, share the brand's feedback and explain what changes are needed.
If content is approved, confirm its approval status.
Shipment Status
How to Get the Information Needed
Open the campaign and navigate to Influencers.
Check the Shipping Status section.
Review available shipment updates and tracking information.
How to Answer
If tracking information is available, share the shipment status and tracking details.
If the shipment is in transit, communicate the latest available update.
Note: Shopify-connected campaigns have built-in Shipping Status. Other product deliverables also support Shipping Status, where brands can enter tracking information.
Personalized Discount Code.
How to Get the Information Needed
Open the relevant campaign.
Locate the creator under Influencers.
Open the creator pop-out and check whether a discount code has been assigned.
How to Answer
If a code is available, share the exact discount code and any relevant discount details.
If no code is available, inform the creator and check whether the brand was expected to provide one.
Collaboration Terms and Usage Rights
How to Get the Information Needed
Open the Collaboration section in the Campaign Builder.
Review the exclusivity requirements and content usage rights.
Check applicable restrictions, platforms, and usage duration.
How to Answer
For exclusivity questions, explain which brands or product categories are covered and the applicable duration.
For usage rights questions, clarify where and how the brand is permitted to use the creator's content.
If the terms are unclear, refer the inquiry for further clarification rather than making assumptions.
This may happen if the creator hasn't included the required campaign hashtags, tagged the correct brand account, or published content in the required format. Review their submission and ask them to correct any missing requirements.
We recommend reviewing creator submissions and providing feedback within 24 hours to avoid delays in campaign completion.
Yes. Navigate to the Influencers tab, locate the creator, and select Review Content. You can provide feedback directly through the content review module.
You can find the creator's personalized discount code in their creator pop-out window.
Navigate to Campaign Builder → Collaboration to review exclusivity requirements, content usage rights, restrictions, and usage duration.
Creators should refer to their signed agreement for details about exclusivity, content ownership, licensing, and usage rights. Brands should review the signed agreement before confirming any specific terms.