If you’re waiting for a product that hasn’t arrived, don’t worry!
Here’s what you can do to get updates: Delivery issues might include unresponsive brands, incorrect shipment details, or product problems, but there are clear steps to take for resolution.
Step 1: Double-Check Tracking Information
By double-checking the tracking information on your task, you can confirm the current status directly from the courier. If the tracking shows “delivered” but you haven’t received the package, try checking with your building, neighbors, or anyone at home who may have accepted it on your behalf. If you still can’t locate it, feel free to reach out to us so we can look into it with you.
Step 2: Reach Out to the Brand
If you can’t find any tracking information, if the product hasn’t shipped yet or if you have not received the product, try reaching out to the brand first via direct chat . They’ll have the latest updates on your order. If there's no response from the brand within 2 days, escalate the issue to Billo support.
Step 3: Contact Customer Support
If there’s still no information available, and you’re feeling stuck, reach out to our Customer Support Team via chat. We can contact the brand on your behalf to get more information about the delivery and an expected arrival date. Include your task ID and specific details about your issue to help the support team address your situation more efficiently.
Step 4: Mark Status in the App
Once you receive the product, remember to mark the status in the Billo Creator's app to keep everything updated.
Step 5: Special Scenarios to Consider
Handling Incorrect Product (wrong size, wrong product, etc): If the received product is the wrong size or simply not what is on the brief, contact the brand and explain the situation. They may send a replacement or ask you to proceed with what you received. Wait for the correct product to arrive or confirmation from the brand before creating the video.