Non-Delivery & Disputes
What happens when a collaboration falls through, and how disputes are resolved fairly.
Less dramatic than most people fear, and more final than they expect. There is no automatic score penalty and no fine. What happens is a timer:
| When | What happens |
|---|---|
| The publish date passes | Nothing. You are late but the deal is still live and you can still deliver |
| 2 days after it | The deal is marked Failed and you get a push notification |
| 3 days after it | The brand is refunded. You earn nothing from this deal |
The lasting cost is reputational rather than mechanical. The brand sees a creator who did not deliver, and repeated non delivery is one of the reasons an Ainfluencer admin can suspend an account. That decision is made by a person looking at your history, not by a counter.
Because there is no automatic penalty, communicating costs you nothing and is worth a lot. A creator who says in the chat that they will be two days late usually keeps the deal. One who goes quiet loses it and the brand’s goodwill with it.
Keep it in the deal chat. The chat is the record anyone at Ainfluencer will read, and a conversation that happened on WhatsApp or Instagram is one nobody here can see.
- Say what happened and when, briefly. No long apology needed.
- Say what you have done so far, and attach it if there is anything to show.
- Give a concrete new date, rather than asking for an open ended extension.
- If the date is agreed, use Extend Deadline on the offer card to make it official. A promise in the chat does not move the timer.
That last step is the one people skip. The timer is not watching the conversation. However understanding the brand is, the deal still fails two days after the publish date unless the date itself is changed.
Not from the app. There is no cancel or refund control on the creator’s side, by design, because the brand’s money is already held against the deal.
Your options, in the order worth trying:
| Option | How | Result |
|---|---|---|
| Move the date | Extend Deadline on the offer card | Best outcome. The deal survives and you still get paid |
| Let it lapse | Do nothing | The deal fails and the brand is refunded automatically. No penalty, but no payment and no explanation given to the brand |
| Ask support to cancel it | Settings, then Get Help, with the offer link | Used where there is a real reason the deal cannot go ahead. The money returns to the brand |
If you choose to let it lapse, say so in the chat first. It takes a minute, it lets the brand re-book the slot, and it is the difference between a creator who had a problem and a creator who disappeared.
Account merges are handled case-by-case by support. Email [email protected] with both account emails and we’ll figure out the cleanest path. Don’t delete one account on your own, because that can permanently lose earnings and history.
Three ways: in-app Settings → Get Help (creates a support ticket), email [email protected], or WhatsApp +1 647-952-8863 for urgent issues. Email is best for documentation-heavy cases; WhatsApp is best for time-sensitive single issues.
No. It is better to know this plainly than to wait for a hearing that is not coming.
There is no arbitration panel, no case number and no ruling. What exists is:
| Who | What they can actually do |
|---|---|
| You and the brand, in the chat | Agree a fix, a revision, a new date, or a different price. This settles almost everything |
| Ainfluencer support | Look at the deal, read the chat, and explain what the system did |
| An Ainfluencer admin | Approve a delivery the brand has not approved, or disapprove one, or extend a date |
So the lever is the admin approval, and it only works while the money is still held. Once the deal has failed and the refund has run, there is nothing to release. Raise a problem while the deal is still live, not after it closes.
Move before the clock does, because silence ends in a refund to them rather than a payment to you.
- Message them in the deal chat and say explicitly that approving is what releases the payment. Many brands do not know this.
- Give it a couple of days, then message once more.
- If you are approaching a week since submitting, contact support with the offer link, your live post and the date you submitted.
- Ask for the delivery to be reviewed by an admin, since an admin can approve it.
Judge the urgency by what you submitted. A normal post link gives the brand about ten days. A story or a private post gives them only two to three days from the agreed publish date, so in that case you should be contacting support within a day or two, not a week.
It can contribute, but one failure is not a suspension. Every suspension on Ainfluencer is a decision made by an admin looking at an account. The automatic suspension rules that used to exist are not running, so nothing is triggered by a threshold.
Failing to deliver on closed deals is one of the reasons an admin can use, and a repeated pattern is what draws attention. A single missed deal with an explanation in the chat is not that pattern.
What genuinely raises risk is the combination: several deals accepted and not delivered, with no messages in the chat. The chat history is what an admin reads, so the record you leave there is the record that defends you.
You keep a physical item the brand sent you and did not get what they paid for, which is the worst version of a non delivery for your reputation even though the platform handles it the same way.
To be accurate about one thing people repeat: the brand’s content insurance is not a scheme that charges you for the product. It is an optional line a brand can add at checkout, at 10% of the deal, and it is almost never used. Nothing bills you for an item you received.
If you cannot post about a product you have already received, say so in the chat and offer to return it or to post late. Brands remember both the creators who did that and the ones who did not.
From the app: Settings, then Get Help, which opens a support ticket. You can also email [email protected].
Include these, together, in the first message:
- The offer link, or the brand name and the campaign name.
- What you submitted and when.
- What you want: the delivery approved, the date extended, or the deal cancelled.
- A link to your live post, or a screenshot if it was a story.
One known snag: the Contact Support button on the suspension alert in the Scheduler does nothing. It is a bug on our side. Use Settings, then Get Help, instead.
Merges are handled by hand, case by case, so it starts with a message to support rather than anything in the app.
Email [email protected] from one of the two addresses, and give both account emails and which one you want to keep.
Do not delete either account first. Deleting is the one step that cannot be undone, and an account can be holding wallet balance, deal history and reviews that are not recoverable afterwards. Ask first, delete after, if at all.
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