How to deal with an unresponsive Creator

If a creator is late to deliver content and becomes unresponsive in chat, here are the steps you can take:

1. Attempt to re-engage the creator. Reach out via chat to request the remaining deliverables before taking any action. Each chat you send in the chat box during a brief will send an email notification to the creator. 
2. Reach out to Creator Support for help. If the creator doesn't respond within 48 hours, email support@cohley.com to escalate the issue. Cohley's Creator Support team will contact the creator directly to address the Terms and Conditions violation and work to get a response.
   • In your email please send the creator's first and last name + the title of the live brief.
3. If the creator remains unresponsive do not accept any of the delivered content. Move the creator back to the Applicants tab and close the brief without payment.
   • Do not accept partial deliverables without paying for them. Accepting content without compensation is not fair to the creator.
     
   • If the creator is in the Accepted tab: click "change status" if the creator is in the Accepted tab. Then select the stage you want to move the creator.
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   • If the creator is in the Content To Review tab, click the carrot next to "request post" and select the appropriate stage in the drop down.
     
   • When the Creator is moved back to the applicants tab, they receive a notification letting them know they have been removed from the brief. 
   • If you would like to block a creator, you can do so from the Applicants tab. You can permanently block any creators from applying to your future briefs. 
     • To block, click the carrot next to the Reject button in the Applicants tab and click "Block Creator"
       
     • The creator is NOT notified that they have been blocked. Future briefs launched from your brand account will not be available for the blocked creator to apply.

What if the creator did not complete all the brief deliverables but I want to accept the videos submitted?

If you'd like to accept the partial content, you would need to negotiate a partial payment directly with the creator. Cohley does not recommend this approach, as partial payment arrangements can create confusion around expectations and compensation. If you choose this route, make sure any agreement is clearly communicated in writing and the creator has agreed to the solution.