Take a breath — you’re not in trouble. If your product hasn’t arrived yet, the brand knows late content is a likely outcome and Cohley’s process accounts for this. Here’s what’s happening and what to do.
The automated overdue emails are fine to ignore (for now)
If you’ve received an email saying your content is overdue but you don’t actually have the product yet, you can disregard the email. The reminder fires automatically based on the brief’s due date — it doesn’t know whether the product has reached you. You won’t be penalized for late content if:
- The brand has granted you a content extension, or
- You haven’t received the product yet
First, double-check your shipping address
Cohley ships to whatever address is shown in the brief — so before you assume the product is late, check that address. Open the brief and look for your shipping details. If anything is wrong (you’ve moved, typo, wrong unit number), message the brand in the brief chat immediately so they can flag it with their shipping team. Also update your address in My Profile so future briefs ship to the right place.
Check your product’s order status in the brief
For briefs where the brand ships the product through Cohley’s integration (most Shopify-fulfilled briefs), your brief view shows the current order status as a badge:
- In progress — the order is being prepared
- Shipped — the product is on its way
- Cancelled — the order was cancelled (reach out to the brand for next steps)
- Deleted — the order was removed (also worth checking with the brand)
If you don’t see a status badge, the brand may be shipping outside the Cohley integration. In that case, message the brand directly in the brief chat to ask about shipping.
Tracking numbers
For brands using Cohley’s shipping integration, Cohley automatically sends you the tracking number as soon as the brand provides it. You’ll see it in the brief and may also get an email or in-app notification.
For brands that don’t use the integration, the brand will need to send you the tracking number manually — usually via the brief chat. If your status is Shipped but you don’t have a tracking number after a couple of days, message the brand in chat to ask for one.
Let the brand know in the brief chat
Even though you won’t be penalized, it’s a good habit to message the brand in the brief chat to:
- Confirm you haven’t received the product yet
- Say you’ll start producing content as soon as it arrives
- Flag if shipping looks like it’ll be more than a few additional days
Open, proactive communication keeps you in good standing and gives the brand a chance to grant an extension explicitly or follow up with their shipping partner.
Once the product arrives
You’re back on the standard track:
- Read the brief’s non-negotiables and sample content
- Produce your content
- Upload it to the brief — see How do I send content for review?
If the late shipment has put you up against the original deadline, the brand may extend it for you — message them in chat to confirm a new target date.
If the product never arrives or the brand isn’t responding
If you’ve been waiting more than 2 weeks past your acceptance date and:
- The order status shows Cancelled or Deleted, or
- The order status hasn’t changed for an unreasonable period, or
- You’ve messaged the brand in chat and haven’t heard back within 2 business days
…email support@cohley.com with the brand name and the brief name. We can follow up on the shipping side and help you figure out next steps.