A creator can report in the platform that the product has not arrived. You see this as an item in your Action Center with two options: ship the product, or extend the deadline.
While a product is marked as not received:
The creator does not receive content reminders, so nobody is chased for content they cannot make yet.
The creator cannot request a deadline extension on that contract.
What you do:
Ship the product, or extend the deadline so the creator has time once it arrives.
Dismiss the item once it is handled. A creator cannot reopen an item you have dismissed.
When the product arrives, the creator confirms receipt in the platform. That clears the blocker and the normal delivery timeline resumes.
Not sure whether the product was sent? Check the shipping page for the order and the creator's verified shipping address first. If you use Shopify product ordering, the campaign overview shows a status per creator, either Ordered, In Transit, Delivered, or Failed. See Ship the day a contract is signed and Finding a creator's verified shipping address.
If you think the shipping address changed after you sent the product, contact us via the chat with the campaign and the creator name and we will check what was on the order.
Two things that prevent most of these cases: always include a tracking link when you ship yourself, or use Shopify product ordering so the order and the tracking information are captured for you. See Can I have products sent to creators automatically from Shopify?
Still stuck? Contact us via the chat.