Problems with a creator: cancellations and support
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Most collaborations go smoothly, but if a creator doesn’t respond, is late, or doesn’t meet what was agreed, you have several ways to resolve it: the chat, the changes round, the cancellation request, and the Support team.
First, talk to the creator
Many issues can be resolved with a message. Write to them from Messages or using the Chat button in the collaboration, remind them of the delivery date, and clarify anything that’s needed.
If the video doesn’t meet what you requested
- Click Request review and explain in detail what needs to be changed. One round of changes is included at no extra cost.
- From the second review onward, the creator decides whether to make the changes at no extra cost or propose an amount, which you confirm before anything is charged.
- If the video clearly fails to meet what was agreed in the brief or doesn’t reach the minimum quality standard, contact us through Support: HICARI will review the case, and a new video will be delivered at no extra cost.
Don’t approve until you’re satisfied: approving releases the payment to the creator. For more details, see what happens if the creator doesn’t comply with the changes.
Requesting the cancellation of a collaboration
If the creator doesn’t respond, doesn’t meet what was agreed, or the video isn’t delivered, you can ask for their collaboration to be cancelled.
Open the collaboration
In My requests, open the request and click Manage for the creator.
Click Cancel request
Request cancellation of this collaboration opens. This only affects this creator, not the rest of the request.
Explain the reason
Write a specific reason, such as the creator not responding or not meeting what was agreed. Generic or blank reasons cannot be processed.
Choose what to do if it’s approved
Move to active: we release the creator, and the request becomes available again so you can choose another candidate, with the retained balance left intact. Delete this collaboration: we remove the creator and return their retained amount to you; if they were the last one, the request returns to draft and the remaining balance is released.
Cancellation isn’t automatic: the HICARI team reviews your request, and in the meantime you’ll see a notice that it’s pending. If it’s approved, the chat with that creator closes and they won’t be paid for the collaboration. In private requests, the request becomes active again and you keep the retained balance to invite another creator.
When to contact Support
- You’re unsure whether your case justifies a cancellation.
- A creator asks you to contact them or pay them outside HICARI, or behaves inappropriately in the chat.
- The video clearly doesn’t follow the brief or doesn’t meet the minimum quality standard.
- Something has happened that doesn’t fit any of these cases.
Open a ticket in Support with the request title, the creator’s name, and what happened. We respond within 24 hours, and you’ll always be assisted by a person. Here’s how to contact HICARI.