If you and the other side disagree
If you and the other side can't agree on a delivery, a date or a cancellation, open a support ticket from the order. The team reviews the whole history and decides.
On this page
In short
- Try to settle it in the chat first.
- The money stays in the pool while the team looks.
- Both sides see the decision in the ticket.
Before you open a ticket
Most problems are settled in the chat. Say clearly what you expected, point to the brief or the offer, and propose a way forward, such as a change, a new date or a smaller scope.
Opening a ticket
- 1Open the order and choose the support option.
- 2Explain what happened and what you'd like to happen.
- 3Attach screenshots or files if they help.
How the team decides
The team reads the chat, the offer, the brief, the moodboard and every delivery. It talks to both sides if needed and compares the work with what was agreed. While the team looks, the money stays in the pool and doesn't move to anyone.
Possible outcomes
| Situation | What usually happens |
|---|---|
| The delivery matches the brief | The order is approved and the creator is paid |
| The delivery needs fixing | The creator sends a new version |
| The order is never delivered | The money comes back to the brand's wallet |
| The brand wants to cancel | The team decides with both sides; in a campaign the cancellation rules apply |
Both sides see the decision in the ticket.