Asking the Brand About Products, Shipping, or Campaigns

If you are chatting with GRIN Support about products, shipping, or campaign details for a brand program, those decisions belong to the brand. GRIN Support can explain how Live Site works, but the brand controls your order and campaign.

Why Support cannot fix this for you

Brands place and fulfill creator orders in GRIN. Support cannot:

• Create a store order or push an order to Awaiting Shipment for the brand

• Swap a product (for example, change a gel or brush) on a fulfilled order

• Promise a ship date or tracking number the brand has not provided

• Change which products an activation lets you select when the brand set Receive preselected products or one order per creator

What to ask the brand

1. Product swaps or new SKUs you need for content

2. Shipping status, tracking, or when the brand will create the store order

3. Whether they can edit your existing order or allow another order on the activation

4. Campaign brief, deadlines, or creative feedback

What GRIN Support can still help with

• Why Live Site does not show a product picker (activation settings such as preselected products or one order per creator)

• Login, payout setup, tax forms, and Live Site errors

How to contact the brand

Use the invitation email, brief, or brand contact you already have. If you do not have a brand contact, tell Support that clearly. Do not ask Support to message the brand for you as a middleman.