Handling Creator Issues

Below are a few issues that may arise while working with creators and their corresponding solutions. 

• Negotiating after being accepted into a brief: Once a creator is accepted into a brief, they are bound to the compensation that is stated in the brief, or in the chat section before acceptance. That being said, some creators will still try to ask for additional compensation. As a brand, you can decide if you're willing to pay more, but we recommend sticking with the original brief compensation.
  
  If a creator insists on their personal rate, you can remove them from the brief by moving them back to the Applicants Tab. To remove them, click "change status" and click "applicants"
• Creator is negotiating usage rights: Content submitted and paid for on the Cohley platform is owned by the brands in perpetuity. This language is included in the terms and conditions Creators have to review when they sign up to the Cohley platform. Please click the link here to review our T&C'S- ownership is under point number 6. 
• Creator deleted their post after we paid them: It is against our T&C's to delete a post on the Creator's social feed after the Creator was paid. Please send a chat to the Creator requesting their post to be added back to their social feed. Linked here under 5C

      Sample message: 

     Hi Creator,

      When collecting analytics for this brief, we couldn't find your social post. Can you please send us the link again?            Please note, it is against Cohley's T&C's to delete a post after payment- in future collaborations with BRAND                 name, please make sure to keep all posts live! Thank you.

• Ghosting a brand completely after receiving product: If a creator is in the accepted tab and it's past the content submit by date, click the 3 dots, then click "Request content from all Creators" . This will trigger an email to be sent to the creator reminding them to submit their content. If the creator hasn't responded in 48 hours, please email customersupport@cohley.com with the Creators first and last name + the title of the Brief.
  
• Not responding to brand chats or taking a long time to respond: If a creator hasn't responded to chat in more than 48 hours, reach out to customersupport@cohley.com with the Creators first and last name + title of Brief
  
  
• Not submitting content that aligns with brief: If the creator submits content that doesn't align with the brief, brands can submit a "change request". Brands can request an edit if a text/voiceover switch is needed. Brands can only request a reshoot if the content clearly goes against or misses points from the brief. Here are the guidelines and sample language you can use.
• Messaging brands outside of Cohley (other social media platforms): messaging brands outside of Cohley is not tolerated. If a creator is messaging brands on Instagram, let your CSM know and creator support will reach out to them via email. All messaging should be handled in Cohley so we can keep track of all communication. This keeps both the brand + Cohley protected.