If your order hasn't arrived and you're unable to upload proof:

1. Go to Partnerships and turn on Needs action
2. On the brand's card, click Add photos (or open the three dots menu → Verifications)
3. In the verification window, click I had a problem
4. Choose the Reason Delivery failure and add Details
5. Click Submit request

If the order was not delivered, it is important to leave the expected upload date blank. Adding a date will only extend your upload deadline. Leaving it blank allows the exemption to fully remove the upload requirement once approved.

Note: once your verification has been fully approved, the I had a problem button is no longer shown.

Exemption requests are reviewed within 24–48 hours.