Brands

After an order, both the brand and the creator can write a review. This helps each other, and other users, make a good choice.

When can you write a review?

• After the order has been accepted and has the status Completed.
• After an order has been cancelled.

How do you write a review?

1. Go to Orders and click View order on the order.
2. Click Write a review.
3. Give your rating, write a short explanation and submit your review.

Please note: you can't edit a review once it has been submitted. So read your review carefully before you submit it.

Want to know more?

• How do i receive the content?
• Creators: How does our ranking system work?

Does the delivered content not meet your expectations? Then you have several options. You decide how you want to proceed.

How do you request a revision?

Is the content almost right, but would you like something changed? Then request a revision.

1. Go to Orders and open the order.
2. Go to the Delivery tab.
3. Click Request revision.
4. Clearly describe what needs to change (at least 10 characters) and click Confirm.

The creator receives an email about this and the order goes back to the status Active. The creator adjusts the content and delivers again. After that, you have another 72 hours to respond.

Good to know: the number of revisions included in your order is stated in the package you purchased.

When do you decline the delivery?

Does the content clearly not meet the agreements and do you not want to continue with this order? Then you can decline the delivery.

1. In the Delivery tab, click Decline.
2. Choose a reason, for example Quality below expectations or Deviates from script/briefing, and add a short explanation.
3. Click Cancel order to confirm.

After declining:

• the order gets the status Cancelled and the order stops;
• the content stays watermarked and cannot be downloaded;
• you get the amount paid back via the same payment method, excluding the service fee, within 14 business days;
• a credit note is created for you automatically.

Please note: declining is meant for situations where the content clearly does not meet the agreements. Is the content almost right? Then it's better to request a revision. Not sure? Send the creator a message in the Activity tab first.

What happens if you do nothing?

If you don't respond within 72 hours of delivery, the order is accepted automatically. In the Delivery tab you can see how much time you have left. So check in good time whether the content meets your expectations.

Can you also cancel an order?

Has nothing been delivered yet? Then you can cancel the order if the deadline has passed or if the creator has not yet confirmed receipt of your product. Read more in Can I cancel an order?

Want something changed after 72 hours?

Once the 72 hours have passed, the order is accepted automatically. You can then no longer request a revision through the order, and we can't undo the acceptance. A small change is often still possible: ask the creator in the chat for an additional delivery.

Good to know: the number of revisions in a package differs per creator. Is this important to you? Then agree on it in the chat beforehand.

Want to know more?

• How do I receive the content?
• Stay Protected: The Off-Platform Policy for Brands

Yes. While the creator is working on your order, they can share interim photos and videos with you in the Activity tab of the order. That way you can follow the progress and make adjustments in good time.

Where can you find interim results?

1. Go to Orders and open the order.
2. Click the Activity tab.

Here you will find all messages and shared files for this order.

What can you do in the Activity chat?

• The creator shares updates on the progress.
• The creator sends interim photos and videos.
• You align on the execution together and give feedback.

This way you stay involved throughout the order.

Why do interim files have a watermark?

Files you receive via the chat automatically get a watermark. This allows the creator to share provisional content safely before the order is completed.

How do you receive the final content?

Happy with the interim results? Then ask the creator for the official delivery via the Delivery tab. There you can:

• view the delivered files;
• accept the order, request a revision or decline it within 72 hours;
• download the files without a watermark after accepting.

Read more in How do I receive the content?

Tip: give your feedback in the Activity chat already. That way the official delivery is right straight away and you need fewer revisions.

Want to know more?

• What if I am not satisfied?
• How do I provide assignment information?

You receive the final content of an order in the Delivery tab of the order. There you view and review the files, and after accepting you download them without a watermark.

Where can you find the delivered content?

1. Go to Orders and open the order.
2. Click the Delivery tab.

Hasn't the creator delivered anything yet? Then you'll see a message here saying nothing has been delivered yet. As soon as the creator delivers, the files appear here and you'll see a message in the Activity tab.

Good to know: for a physical product, the delivery time only starts once the creator has confirmed receipt of the product. Read more in When does the deadline start?

What do you see in the Delivery tab?

• The delivered videos.
• Product photos and raw content, if they are included in your package.
• How much time you have left to respond.

Check whether the content matches the agreements and your briefing. The previews have a watermark and are just a taste: you only get the real, crystal-clear quality after downloading.

What can you do after delivery?

After delivery, you have 72 hours to choose one of these actions:

• Accept: you approve the order.
• Request revision: the creator adjusts the content and delivers again.
• Decline: the order stops and you get your money back, excluding the service fee.

If you do nothing within 72 hours, the order is accepted automatically. Read more about revisions and declining in What if I am not satisfied?

How do you download the files?

As soon as you accept the order, it gets the status Completed. After that:

• you download each file without a watermark;
• with three or more files, you download everything at once with Download all;
• you can write a review about working with the creator.

Once you have accepted, the creator is paid as well.

Good to know: interim files in the Activity tab always have a watermark. Only delivered content that you have accepted can be downloaded without a watermark. Read more in Do I also receive interim results?

Accepted the wrong version or need something else?

We can't undo an accepted order. Did you accidentally accept the wrong version, or is a video missing? Then ask the creator in the chat for an additional delivery.

Have the 72 hours passed? Then the order has been accepted automatically and you can no longer request a revision through the order. In practice, creators often still deliver small changes via the chat. Discuss it with the creator.

Want to know more?

• What do the order statuses mean?
• Stay Protected: The Off-Platform Policy for Brands

You can save a credit card or your PayPal account as a payment method. You do this in the Finance tab of your settings.

How do you set up a payment method?

1. Go to Settings › Finance.
2. Scroll to Payment methods.
3. Click Add card or Link PayPal.
4. Enter your card details and click Save, or follow the steps from PayPal.

Your saved payment method will then appear in the list under Payment methods.

How do you pay with your saved card?

If you choose Credit card at checkout, your saved card is already selected. Click Pay to pay straight away. Want to use a different card? Then choose Add new card.

How do you remove a payment method?

Under Payment methods, click the bin icon next to the card or PayPal account you want to remove.

Good to know: you can link one PayPal account. Do you work in a team? Then only the owner and admins can open the Finance tab.

Want to know more?

• What payment methods are available?
• Payments & Invoicing
• How do I add team members?

Your billing information appears on every invoice you receive from UGC.NL. So keep it up to date, for example when your business name or address changes.

How do you change your billing information?

1. Go to Settings › Finance.
2. Update your details under Business details and Business address.
3. Click Save at the bottom.

Your changes apply straight away to new invoices.

Which details can you change?

• Business name and KVK number (or the registration number used in your country)
• VAT number
• Business address: street, house number, postal code, city and country
• Billing email address: read How do I change my billing email?
• Payment methods: read How do I set up a payment method?

Tip: is your business based in the Netherlands? Then look up your business via the KVK. We will fill in your business name, KVK number and address automatically.

How do we check your VAT number?

If you enter the VAT number of a business in the EU, we automatically check whether it is valid and matches the country you selected. That way, your invoices are always correct. Is the number not valid? Then you can only save once you have corrected it.

Different details for one order?

At checkout you will see your Billing details. Click Change there to update the details for that order only. Your saved details under Finance will not be overwritten.

Good to know: do you work in a team? Then we use the owner's billing information for all of the team's orders. Only the owner and admins can open the Finance tab.

Are you an agency working for several clients?

You can do that with one account. At checkout, change the billing details for that order only, for example to your client's details. Want to change your standard details for the whole organisation? Do that via Settings › Finance.

Want to know more?

• When will I receive an invoice?
• How do I add team members?

You don't need to do anything to get an invoice. As soon as you have paid for an order, we create the invoice for you automatically.

When will you receive your invoice?

After your payment, we create the invoice automatically. You usually receive it by email within a few minutes, with the invoice attached as a PDF. We send it to your billing email address. By default, this is the email address you log in with.

Want to receive your invoices at a different address, for example your accounts department? Then read How do I change my billing email?

Where can you find all your invoices?

1. Click Invoices in the menu.
2. Click View next to an invoice to open or download it.

Looking for invoices from a certain period? Choose a start and end date and click Apply.

What if you get money back?

Is an order cancelled, or do you reject the delivery? Then we automatically create a credit note. You also receive it by email and can find it under Invoices. The amount you paid, excluding the service fee, will be back in your account within 14 business days. Read more in Can I cancel an order?

Good to know: do you work in a team? Then invoices are sent by default to the billing email address of the team owner.

Want to know more?

• How do I change my billing information?
• Payments & Invoicing

By default, your invoices are sent to the email address you log in with. Want to receive them at a different address, for example your accounts department? You can set this up yourself.

How do you change your billing email address?

1. Go to Settings › Finance.
2. Scroll to Billing email address.
3. Choose Send to alternate address.
4. Enter the new email address.
5. Click Save at the bottom.

From now on, we will send your invoices and credit notes to this address. Want to receive them at your login email address again? Then choose Send to account email address.

Tip: want a different address for just one order? At checkout, click Change next to Billing details and choose an alternate address there.

Good to know: do you work in a team? Then the invoices for the whole team are sent to the owner's billing email address. Only the owner and admins can open the Finance tab.

Want to change the email address you log in with? Then read How do I change my login email?

Want to know more?

• When will I receive an invoice?
• How do I change my billing information?

You pay for an order securely through our payment partner Stripe. You choose the payment method that suits you best.

Which payment methods are available?

• iDEAL | Wero: pay quickly through your Dutch bank.
• Bancontact: for businesses based in Belgium.
• PayPal: secure, international payments.
• Credit card: Visa, Mastercard and American Express.
• Apple Pay: pay with your Apple device.
• Google Pay: check out quickly with Google Pay.

Which methods you see at checkout depends on the country in your billing details. You will see iDEAL | Wero with a Dutch address and Bancontact with a Belgian address. Apple Pay and Google Pay only appear if your device or browser supports them.

Tip: you can also save a credit card or your PayPal account in your settings. Read How do I set up a payment method?

How secure is paying?

All payments go through a secure Stripe payment environment. The creator only receives your payment after the content has been approved. Not satisfied? Then read What if I am not satisfied?

What costs do you pay?

You pay the creator's package price, plus a 20% service fee on the package price. VAT is charged on the total. Before you pay, you can see all amounts in the overview.

Want to know more?

• Payments & Invoicing
• When will I receive an invoice?

At UGC.NL, you pay for your orders easily and securely through the platform. Here you can read how paying works, what it costs and how you receive your invoices.

How do you pay?

You can pay for an order with:

• iDEAL | Wero
• Bancontact
• PayPal
• Credit card (Visa, Mastercard and American Express)
• Apple Pay
• Google Pay

Which methods you see depends on the country in your billing details and on your device. Read more in What payment methods are available? After your payment, your order becomes active straight away.

What does it cost?

You pay the creator's package price, plus a service fee of 20% of the package price. VAT is charged on the total. You don't pay any commission to UGC.NL: our commission is deducted on the creator's side.

Example: if you choose a package of €100, you pay a €20 service fee. Your subtotal is then €120, excluding VAT.

The service fee helps us keep the platform safe and reliable. Among other things, it covers:

• processing and securing payments;
• customer service and support;
• providing and maintaining a reliable platform.

Do you have a discount code? Enter it at checkout via Add discount code.

When do you get an invoice?

After a successful payment, we create an invoice automatically. You receive it by email at your billing email address, and you can also find it in your dashboard under Invoices. Read more in When will I receive an invoice?

Do you get your money back if an order is cancelled or rejected?

Yes. If an order is cancelled or you reject the delivery, we automatically create a credit note. The amount you paid, excluding the service fee, will be back in your account within 14 business days.

Read more in Can I cancel an order? and What if I am not satisfied?

Is your discount code not working?

Is your discount code accepted, but the price doesn't change? Or do you get a message that you've already used the code, while you haven't checked out yet? Then something went wrong on our side. Create a support ticket and we will look into it.

Want to know more?

• How do I set up a payment method?
• How do I change my billing information?
• How do I change my billing email?

As a brand, you can create a business account for free. With it, you find creators, chat with them and place orders through the platform.

How do you create an account?

1. Go to ugc.nl/registreren/bedrijf.
2. Fill in your business details, such as your business name, address and country.
3. Fill in your company registration number (for Dutch companies: your KvK number). Don't have it to hand? Then you can skip this step.
4. Choose the niches that suit your brand and complete your registration.

Once your registration is complete, you can start using the platform for free straight away.

How does the KvK check work?

Do you have a Dutch company? Then type your business name and select your company from the list. We automatically look up your company in the Dutch Chamber of Commerce (KvK) register and fill in your business name, KvK number and address for you. That way you know your details are correct.

You can do this when you sign up and later under Settings › Finance, in Business details.

Good to know: is your company based outside the Netherlands? Then enter your details as they are registered with your trade register. The field adapts to your country, for example Commercial register number (HRA/HRB) for Germany or KBO number for Belgium.

How does the VAT check work?

You enter your VAT number under Settings › Finance, in Business details. Is your company based in the EU? Then we automatically check the number via VIES, the VAT system of the European Commission.

• The number must start with the country code of the country where your company is based, for example NL123456789B01.
• You see straight away whether the number is correct: Valid VAT number or Invalid VAT number.
• You cannot save an invalid VAT number.

As long as you haven't entered a VAT number, you'll see the message You haven't added any VAT information yet on your dashboard. You can also check and adjust your billing details when you pay for an order. Read more in How do I change my billing information?

Please note: for companies outside the EU, such as in the United Kingdom, this automatic VIES check does not take place.

What do you need?

• Your business name and your company's address.
• Your name, email address and a password.
• Optional: your company registration number and VAT number. You can also add these later.

Your details are only used for verification and administration.

Have you been invited by a colleague?

Does your company already work with UGC.NL? Then your colleague can invite you as a team member. You don't need to create your own business account. Read more in How do I add team members?

What do you do after signing up?

After signing up, you can view creators and get in touch with them straight away. Read how to find the best match in How do I find the right creator?

Can you have more than one account?

Yes. For example, you can have a brand account next to a creator account, or a separate account per brand. Use a different email address for each account.

Want to know more?

• How does UGC.NL work for brands?
• How do I set up a payment method?

UGC.NL is the platform where brands easily work with creators on authentic content. Think of videos and photos for advertisements, social media or your website. You pay per order, without a subscription. UGC.NL is trusted by 2,000+ brands.

What does it cost?

An account is free and there's no commitment. Per order, you pay the package price plus a 20% service fee. Both amounts are excluding VAT. Read more in Payments & Invoicing.

How do you find creators?

On the Find creators page, you get access to a large network of creators (3,000+). Click Filters to search by, for example:

• Language, country and age.
• Gender and physical characteristics.
• Niche and lifestyle.
• Rank and price.
• Advertising options, such as Partnership Ads and Spark Ads.

You can also describe what you're looking for in the search bar: our AI search turns it into the right filters. Then view a creator's portfolio to see whether their style suits your brand and target audience. Find more tips in How do I find the right creator?

How does a job post work?

Would you rather have creators come to you? Then place a job post via Job posts in the menu. Describe your campaign and your ideal creator: our AI automatically selects the right features.

Creators who match your requirements receive a notification. They respond with a personal pitch and a price proposal. You compare the proposals and choose the creator who best suits your campaign.

How do you work with a creator?

Found a creator? Then purchase a package straight away or start a conversation in the chat first. Via the chat you can:

• discuss the order;
• align expectations;
• agree on a suitable offer together.

Creators can share a package from their portfolio with you or put together a custom package for you. Read more in What do creators offer?

How do you pay and start the order?

Happy with a package? Then pay directly through the platform, for example with iDEAL, credit card or PayPal (see What payment methods are available?). As soon as the payment is complete, the order starts.

Next, you give the creator all the information they need, such as your briefing. Is it a physical product? Then you send the product to the creator. The deadline only starts once the creator has confirmed receipt. Read more in How do I provide assignment information? and When does the deadline start?

How do you receive and review the content?

You receive interim updates in the Activity tab of the order. Files you receive there have a watermark. The final content is delivered in the Delivery tab.

After delivery, you have 72 hours to:

• accept the order;
• request a revision;
• decline the order.

If you do nothing, the order is accepted automatically. After accepting, you download the files without a watermark. Everything happens transparently and is recorded in the order. Read more in How do I receive the content?

Why is working via UGC.NL safe?

UGC.NL takes care of:

• payments via Stripe, in a secure payment environment;
• clear agreements between brand and creator;
• insight into status, deadlines and deliveries;
• your money back (excluding the service fee) if you decline a delivery or cancel an order;
• full rights to the content: once you approve the order, UGC.NL transfers them to you.

This way you work together safely, without loose agreements or uncertainty. So keep all communication and payments on the platform. Read why in Stay Protected: The Off-Platform Policy for Brands.

How long can you use the content?

How long and on which channels you use the content, for example organically, in ads or on your website, is something you agree with the creator. Do this in the chat before you order, so it is on record.

Good to know: the creator may also show the video on their own socials and in their portfolio on UGC.NL.

Want to know more?

• How do I create a brands account?
• What if I am not satisfied?

You use your email address to log in to UGC.NL. We also send important notifications to it, such as updates about your orders. You can change this email address yourself in your settings.

How do you change your login email address?

1. Go to Settings › Profile.
2. Under Email address, click Change email address.
3. Enter your new email address.
4. Click Send code.
5. Enter the 6-digit code you receive at your new email address and click Verify.

You will now see the message "Your email address has been changed successfully." From then on, you log in with your new email address.

Tip: didn't receive a code? Check your spam folder or click Resend.

Good to know

• The new email address must not already be in use by another UGC.NL account.
• Do you log in with Google? Then your email address is linked to your Google account and cannot be changed.
• By default, your invoices are sent to your login email address. Want to receive them at a different address? Then read How do I change my billing email?

Please note: no longer have access to your account's email address and can't log in because of it? Then you can't change the email address yourself. In that case, create a support ticket.

Want to know more?

• How do I change my password?
• How do I change my notifications?

You decide which notifications you receive and how visible you are to creators. You set this up in the Notifications tab in your settings.

How do you change your notifications?

1. Go to Settings › Notifications.
2. Turn the switches on or off.
3. Click Save.

Your changes take effect immediately.

What can you set?

• Last seen: show when you were last online.
• Online: show whether you're online or not.
• Email notifications: receive emails about things like new chat messages, delivered content and requests to change a deadline.
• Sounds: turn sounds on or off.

Good to know: we always send you important alerts about your account, regardless of your notification settings. You will also always receive your invoices by email.

How do you unsubscribe from the newsletter?

1. Go to Settings › Other.
2. Under Newsletter, turn off the switch Yes, I want to receive the newsletter.
3. Click Save.

This only applies to the newsletter. Your other notifications stay as you have set them.

Want to know more?

• How do I change my login email?
• How do I change my billing email?

You can change your password in two ways. Which one you use depends on whether you can still log in.

Can you still log in?

1. Go to Settings › Security.
2. Enter your Current password.
3. Choose a New password and enter it again under Confirm password.
4. Click Save.

You will see the message "Your password has been changed successfully." Your new password works straight away.

Tip: below the field you can see what makes a strong password: at least 8 characters, an uppercase letter, a lowercase letter, a number and a special character (such as !@#$).

Can't log in any more?

1. Go to en.dashboard.ugc.nl/login.
2. Click Forgot your password?
3. Enter the email address you log in with and click Reset password.
4. Open the email we send you and click the link to choose a new password.

After that, you can log in again with your new password. Didn't receive an email? Check your spam folder or request the email again.

Good to know: are you logged in but can't remember your current password? Then go to Security and click Click here below the Current password field. Do you log in with Google? Then you don't need a password. Under Security you will see "Signed in via Google".

Is the email not arriving?

• Check your spam folder.
• Try logging in on another device. Using the app? Then try the web version at dashboard.ugc.nl, or the other way around.
• No longer have access to your account's email address? You can't solve this yourself. Create a support ticket.

Want to know more?

• How do I change my login email?

On a creator's profile you can see how their videos perform in ads, with statistics such as ROAS, CTR and hook rate. This helps you choose a creator who fits your goals more quickly.

How do you connect your Meta account?

1. Go to Settings › Integrations.
2. Next to Meta Ads, click Connect with Meta.
3. Follow the steps in the Meta window that opens.
4. Do you see Connected? Then your ad account is linked.

Want to remove the connection later? Click Disconnect in the same place.

Good to know: the Integrations tab is only visible to the owner and admins of a business account. Read more about roles in How do I add team members?

Where can you find the figures?

Open a creator's profile. You'll find the ad performance in two places:

• In the Overview tab, under Performance: the creator's ROAS, CTR and hook rate, and by what percentage the creator scores above average.
• In the Ad performance tab: a detailed overview of all statistics.

Haven't connected your Meta account yet? Then the figures are blurred. Click Unlock to connect your account straight from the profile. If a creator has no ad performance yet, the Ad performance tab is greyed out and you can't open it yet.

Which statistics do you see?

In the Ad performance tab you'll see, among other things:

• ROAS (Return on Ad Spend): what an ad brings in compared to what you spend on it.
• CTR (Clickthrough rate): how often people click on the ad.
• Hook rate: how strong the first seconds of the video are.
• CPC (cost per link click) and CPA (cost per acquisition).
• CVR (conversion rate): how many clicks lead to a purchase.
• Cost per 3s video play, Cost per ThruPlay and the ThruPlay-rate.

How do you compare a creator with the benchmark?

At the top of the tab, click ROAS, CTR or Hook rate. You'll then see the creator's result next to the industry benchmark. This benchmark is based on video ads outside UGC.NL with the same campaign objective. That way you can see at a glance whether a creator scores better or worse than average.

The table also shows the benchmark for each statistic. This makes it easy to compare creators objectively.

Where do the figures come from?

Has a creator delivered content via UGC.NL and is that video used in Meta ads? Then we link the video to those ads via Meta. This way we retrieve the performance automatically. The figures are updated automatically as soon as new data is available.

Want to know more?

• What is a creator's portfolio?
• How do I find the right creator?

Do you work on your campaigns with several people? Then invite your colleagues to your business account. That way you can work together on orders, messages and creators.

Where do you manage your team?

1. Go to Settings › Team.
2. Under Team members you can see who has access to your business account and which role everyone has.

How do you invite a colleague?

1. In Settings › Team, click Invite.
2. The Invite team member window opens. Enter your colleague's email address.
3. Under Role, choose Member or Admin.
4. Click Send invitation.

Your colleague receives an email with a link to join your team. As long as the invitation hasn't been accepted, it's listed under Pending invitations. There you can also see until when the invitation is valid. Want to withdraw an invitation? Click Cancel.

Please note: your colleague accepts the invitation with a business account on the same email address the invitation was sent to. Doesn't your colleague have an account yet? Then read How do I create a brands account? An account can only belong to one team.

Which roles are there?

• Owner: the owner of the business account. Has full access and is the only one who can remove admins.
• Admin (Full access): can invite and remove team members, cancel invitations and has access to all settings, such as Finance, Team and Integrations. An admin can't remove other admins.
• Member (Orders, messages and creators): works on orders, messages and creators. The Finance and Team tabs are locked and Integrations isn't visible.

Good to know: all team members can see your company's orders. In Orders, the Ordered by column shows who placed an order.

How do you remove a team member?

Go to Settings › Team and click the bin icon next to the team member. The owner can't be removed. If a team member still has active orders, you can't remove them (yet).

Want to know more?

• Ad Performance
• How do I set up a payment method?
• How do I share portfolios?

Want to introduce a creator to a colleague or client? With the share icon on a creator's profile, you can share their portfolio in just a few clicks.

Which sharing options are there?

On a creator's profile you'll find the share icon. Click it and choose one of these options:

• Share with client
• Copy link
• WhatsApp
• Slack
• Teams

How do you share a portfolio with colleagues?

With Copy link, WhatsApp, Slack and Teams you share a link to the creator's profile on the UGC.NL dashboard. Your colleagues need an account to open the profile. If you choose Slack, we copy the message with the link and open Slack, so you can paste it straight away.

Tip: add your colleagues to your business account so you can work together. Find out how in How do I add team members?

How do you share a portfolio with a client?

With Share with client you create a personal link that you share directly with your client. That page shows no prices and no UGC.NL branding. Your client does not need an account to open the link.

1. Click the share icon and choose Share with client.
2. Creating a client link for the first time? Enter your Business name and click Continue. This name will appear in your link.
3. Enter a Project name, for example "Summer campaign", and click Create.
4. Your link is ready. Click Copy link to share it, or View preview to see what your client will see.

Example: your link will look roughly like this: yourcompany.ugcportfolio.nl/projectname

How do you add your own logo to the client page?

Go to Settings › Profile and upload your logo under Company logo. This logo appears at the top of the page your client sees. If you haven't set a logo, we'll use your profile picture.

Want to know more?

• What is a creator's portfolio?
• How do I find the right creator?

A creator's portfolio is the profile you see when you open a creator via Find Creators. It shows you at a glance whether a creator fits your brand and assignment.

Which videos and photos do you see?

At the top of the profile, About me gives a short introduction to the creator. Below that, under Portfolio, you'll find:

• A highlight video that gives a first impression of the creator.
• Up to 3 portfolio videos with examples of previous work.
• Possibly photos of content the creator has made for brands.

How does the creator perform?

Under Performance you can see how reliable the creator is:

• Completed orders: the total number of successfully completed assignments.
• Delivered on time: the percentage of assignments delivered before the deadline.
• Response time: how quickly the creator replies to messages from brands.

Have you connected your Meta account? Then you'll also see the creator's ROAS, CTR and hook rate here. Read more in Ad Performance.

Which extra information do you see?

Besides the videos and performance, you'll see, among other things:

• The languages the creator can make content in.
• The selected niches.
• Any physical characteristics, such as hair type or body type.
• The Advertising options (such as Spark Ads or Partnership Ads) and Content options.
• The packages the creator offers.
• Reviews from other brands.

This helps you quickly judge whether a creator matches your target audience.

Tip: want to show a creator's portfolio to your client or a colleague? Then read How do I share portfolios?

Want to know more?

• What do creators offer?
• How do I find the right creator?

When the deadline of an assignment starts depends on the product type you choose when ordering: Physical or Digital.

When does the deadline start for a physical product?

For a physical product, such as make-up or clothing, the deadline only starts once the creator has confirmed that the product has arrived. This is how it works:

1. After payment, you'll see the creator's address in the Details tab of the order.
2. You send the product and preferably enter a Track & Trace code under Details.
3. Has the product arrived? Then the creator clicks Confirm in the order.
4. In the Activity tab you'll see that the creator has confirmed receipt. From that moment, the delivery time starts.

Read how to find the creator's address in How do I receive the creator’s address?

Please note: as long as the creator hasn't confirmed receipt, the deadline isn't running yet. During that time you can still cancel the order. Read more in Can I cancel an order?

When does the deadline start for a digital product?

For a digital product, such as an app or online course, the deadline starts immediately after you've placed and paid for the order. Nothing needs to be shipped, so the creator can get started right away.

Do give the creator access to your service as soon as possible. For example, add the login details to your briefing or send them via the Activity chat. Read more in How do I provide assignment information?

How is the deadline calculated?

The deadline is the start date plus the delivery time of the chosen package. Does the package have a delivery time of 3-5 days? Then the creator has to deliver within 5 days of the start. You can always see the current deadline in the order and in your overview under Orders.

Good to know: the creator can request a new deadline once per order. You'll then see a message in the order and choose Accept or Reject yourself. If you reject it, the original deadline stays in place.

Want to know more?

• How long does an assignment usually take?
• What do the order statuses mean?

In Orders you'll find all your assignments in one place. Every order has a status, so you can see straight away how far along an assignment is.

What do you see in Orders?

• All your orders, with the newest at the top.
• For each order, among other things, the order number, amount, date, deadline and status.
• Filters for Status and Creator, so you can quickly find the right order.

Click View to open an order.

What do the statuses mean?

Which extra notices can you see?

Sometimes an order shows an extra icon with an explanation:

• The deadline has passed. The order simply stays Active; there's no separate status for a missed deadline. You can, however, cancel the order. Read more in Can I cancel an order?
• Deadline change requested: the creator wants to change the deadline. Open the order to accept or reject it.
• 1x revision (or more): you've asked the creator for a revision.

Good to know: not happy with a delivery? Then read What if I am not satisfied?

Want to know more?

• When does the deadline start?
• How do I receive the content?