If something goes wrong, you are protected: a creator who never posts is refunded automatically, and a post that is not what you briefed can be disputed within 14 days of approval, in a thread a moderator answers.
They never posted
You do not need to do anything. On a standard campaign the creator is reminded before the deadline, again the moment it passes, and once more before 48 hours of grace run out; we email you when a creator is running late, and past the grace the booking is cancelled and you are refunded automatically. On an accelerated campaign there is no grace — the deadline is what you paid for.
A refund always returns the creator’s fee and our commission on it. Charging commission on a campaign that never ran would be indefensible.
They posted, but it is not what you asked for
Every post is opened and checked by a person before any money is released, so most of these are caught before you ever see them. If one gets through, you can raise it from the campaign page within 14 days of approval.
Pick what is wrong from the list — taken down, wrong platform, wrong account, not what was briefed, changed after approval — and tell us what you expected. That opens a dispute thread that you, the creator and our moderators all read, so the creator can give their side. A moderator opens the post, reads it against your brief, and comes back to both of you with their reasoning in writing.
If we agree with you, you are refunded in full including our commission, the creator’s payment is reversed, and a warning goes on their account. If we do not, we tell you why.
Why the brief matters here
A dispute is settled by comparing the post to the brief. “It is not what I wanted” is not something anyone can rule on; “the brief said mention the bundle price and it does not” is. The clearer the brief, the stronger your position if it ever comes to this.
The post was fine, the results were not
That is a commercial outcome rather than a failure to deliver, and it is not something a refund covers. Payment protection covers non-delivery and content that does not match what was agreed. It does not guarantee performance, and no honest marketplace can.
What can a creator do if something goes wrong for them?
Creators are protected in the same thread-based way. If a moderator sent a proof back although the post met the brief, if a booking was cancelled and refunded although the creator posted in time, if a brand starts asking for work that was never in the brief, or if an approved payment is wrong, the creator can raise a dispute from their campaigns page. The brand is added to the thread, and a moderator answers both sides.
A creator’s dispute does not pause the campaign or hold anyone’s money. It records what happened, puts both sides in front of a person, and ends in a written decision — see submitting proof for the most common cause.
How long does it take to resolve a dispute?
A moderator reads the brief, opens the post and reads the thread before deciding, and both sides are emailed at every reply and at the decision. You can follow it live on your Support page. Once it is settled, either side can reopen it within 7 days if new information appears; an upheld dispute is never refunded twice. For anything that is not about a specific booking, contact us and you get a ticket you can follow the same way.
Moderators are held to the same checks every time, and the rules that decide a dispute are the ones in every rule and timeframe.
Frequently asked questions
What happens if a creator never posts?
You are refunded automatically. On a standard campaign the creator is reminded, then gets 48 hours of grace after the deadline, and you are emailed while they are late. Past the grace, the booking is cancelled and you get the creator's fee and the commission on it back. On an accelerated campaign there is no grace period after the 48 hours.
How do I dispute a post on Influ.com.lk?
Open the campaign, find the creator's approved post and choose "Something wrong with this post?". Pick what went wrong and explain what you expected. You have 14 days from approval. This opens a dispute thread shared with the creator and our moderators, and a moderator decides after reading the post against your brief.
Can a creator raise a dispute?
Yes. A creator can raise a dispute when a proof was sent back although the post met the brief, when a booking was refunded although they posted in time, when a brand asks for work outside the brief, or when an approved payment is wrong. The brand is added to the same thread, and nothing about the booking changes while it is open.
Will I get a refund if the post did not perform well?
No. Low views or sales after a post that was delivered as briefed are a commercial outcome, not a failure to deliver. Payment protection covers content that never appeared and content that does not match what was agreed. It does not guarantee results, and no honest marketplace can promise that it does.
What happens when a dispute is upheld?
You are refunded in full, including the platform commission, the creator's payment is reversed with a separate ledger entry, and a warning is recorded on their account. If the dispute is not upheld, the moderator explains why in writing and the payment stands. Either side can reopen a settled dispute within 7 days with new information.