Brand FAQs

Here are answers to some of the most frequently asked questions when running a campaign on Vamp:

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1. Portal/Wallet Set Up

How do I transfer tokens to my wallet or another campaign?
To transfer tokens, go to your wallet and click ‘Transfer’. A dropdown will appear, giving you the option to move tokens from live campaigns back to your wallet, and then to another active campaign.

Can I have my leftover tokens refunded?
No, as stated in Vamp’s Terms & Conditions, all platform spend is non-refundable. However, leftover tokens can be moved to your wallet for future use in other campaigns, additional usage rights, or paid media, and they don’t expire.

I need to cancel my campaign. How do I do this?
To cancel a campaign, there is a flat fee of $/£500. This covers the product work required to cancel the brief and remove it from the creator marketplace. This fee also serves to prevent briefs from being published without proceeding. Please let the Support team know via the dashboard and they will action this for you.

How do I see my invoices?
To access your invoices, click your profile icon and navigate to ‘Wallet’. From there, you can download your invoices by clicking the download icon next to the corresponding top-up.

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2. Brief

I need the creator to purchase the product. How do I include this in my brief?
Enter the amount the creator will need to be reimbursed for purchasing the product, and select the reimbursement option from the dropdown. This amount will be deducted from the total creator spend and included in the token allocation.

None or only a few creators are showing in the ‘Cast’ stage. Does this mean there are no suitable creators?
Not necessarily. The ‘Cast’ tool displays a small sample of creators that match your brief's aesthetic. The number of available creators is influenced by the demographics you select in the brief. After moderation and once the brief is live, you will be able to allocate deliverables to creators on the ‘Edit Squad’ page.

What does the brief look like to creators? Do they agree to your terms or an NDA?
For a detailed view of the brief from the creator’s perspective, please refer to this link.

Can I amend my brief once it’s live?
No, once a brief has been moderated and set live, you can’t make changes to it. However, you can message creators directly through 1:1 chat to finalise concepts, clarify specifics, or adjust timelines after the deliverables have been allocated.

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3. Creator Shortlisting

How do I view the creator’s answers to the survey questions?
Click the ‘Filters’ button, then select the specific survey questions from the dropdown menu to view the responses.

What are Vamp’s benchmarks for creator stats?

• Engagement Rate (ER): A good ER is 2-3%. For creators with under 50k followers, the average ER is typically around 3%.
• Local Audience: The average local audience across our creator community is 37%. A local audience percentage between 30-40% is considered good, given the nature of platform algorithms. For creators with over 50k followers (mid to macro influencers), the local audience percentage tends to be lower due to the global reach of larger audiences.

What if I’m not happy with the creator opt-in?
If you feel the creator opt-in list is missing suitable creators or specific creator personas, please let us know. We can advise on next steps and help you refine your search.

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4. Campaign Management

How do I view a creator’s shipping address?
Click the three dots next to the creator's name, then select ‘Shipping Details’. You can download a CSV file with the creator’s details, including the shipping address.

What if I can no longer ship the product or creators need to spend more than the reimbursement amount?
Please contact our Support team for assistance. If necessary, you may provide an e-gift card or voucher code to the creator to cover the purchase.

What if a creator hasn’t responded?
If a creator hasn’t responded within 5 business days, please contact our Support team. They will try to reach out to the creator. If there’s still no response after 10 days, you can remove the creator from the brief through the ‘Edit Squad’ page and reallocate tokens to a new creator, or apply them to your next campaign.

Why can’t my creator upload their content?
First, ensure all deliverables on the timeline have updated, valid dates. If any dates are red, the creator won't be able to upload content. If the dates are correct and the issue persists, inform the creator to contact the Support team, who can assist with troubleshooting.

What if my creator hasn’t shared their Spark code or posted correctly?
If there are issues with the creator’s content after it’s gone live, click the ‘Dispute’ button in the chat window. This will place the creator's payment on hold while the issue is addressed. Once resolved, click ‘Resolved’ so the content can be marked as completed, and the creator will be paid.

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If you have any further questions or need additional assistance, don’t hesitate to reach out to our Support team. We’re here to help!