If you're facing issues with a product or need additional instructions, the fastest way to get an update is to message the client directly!
What to Do if You Haven't Heard Back
You sent a message to the brand, but haven't heard back? Here are steps you can take:
Step 1: Give It Some Time.
Remember, clients usually respond during business hours, and they enjoy their weekends too! If you sent a message over the weekend (e.g., on a Saturday), it's normal to expect a reply by the end of Monday or the next business day. Give it a bit of time.
For video review or approvals, note that brands are allotted three business days for feedback or approval. Delays might occur, but rest assured, automatic safeguards are in place to keep things moving.
Step 2: Visit Our Help Center.
While you wait, visit our Creators Help Center. It’s packed with helpful articles, and you might find the solution to your issue there! 🧐
Step 3: Reach Out to Billo Customer Support.
If you haven’t received a reply from the client within 3 days and can’t proceed with your video, please contact our Support Team! We’re here to help and ensure things move forward smoothly.
If your submitted video hasn’t received feedback within three business days, it will be automatically approved to avoid further delays. Additionally, if a task is causing issues due to brand unresponsiveness, reach out to Customer Support, and we'll reach out to the brand on your behalf.
Issues Related to Product Delivery
If a product delivery issue prevents you from completing a task, please reach out to the client directly via chat. Again, if unresponsive, please reach out to Billo Customer Support. In any case, the task may be closed without affecting your on-time performance. Watch out for updates from Billo on task closures in such cases.
Post-Submission Guidance for Unresponsive Brands
After submitting your video, the brand has three business days to review it and request edits. Beyond that, the submission is automatically approved, allowing you to focus on other tasks without penalties for their delay.
However, brands may come back and request edits through our Billo Customer Support team. If this happens, we may reach out to you for any edits needed.