Appeal a suspension or removal

To ask Esano to take another look at a suspension or removal, email customerservice@esano.com from the email on your account and explain why you think it was a mistake. The terms don't set a formal appeal process or a response time, and they give Esano wide discretion.

Find out why it happened

If Esano hid, suspended or closed your shop, a notice appears on every page of your Seller hub with the reason Esano gave. If Esano removed a listing, the listing editor shows the reason too. See What listing statuses mean. Notices to sellers also go to the email on your account, which the terms make you responsible for keeping current and checking.

Write to Esano

1. Email customerservice@esano.com from the email address on your account.
2. Say what was affected: your account, your shop name, or the listing title.
3. Quote the reason shown in the Seller hub, if there is one.
4. Explain why you believe the decision was a mistake.
5. Attach anything that supports your case, such as proof that you made or are licensed to sell a file.

You can also reach support through Contact us or by phone at 888-463-7051.

Dispute a copyright takedown

If a listing was removed after a copyright complaint, you have a separate path under the DMCA Policy. You can send a written counter notification to Esano's designated copyright agent if you believe the material was removed by mistake or misidentification. It must include:

• Your physical or electronic signature
• The material that was removed, and where it appeared before
• Your contact details (name, address, phone number and email if you have one)
• A statement, under penalty of perjury, that you believe in good faith it was removed by mistake or misidentification
• A statement that you consent to the jurisdiction of the federal district court for your address and will accept service from the person who made the complaint

Under the DMCA, Esano can restore the material if the person who complained doesn't file a court action within ten business days of receiving the copy of your counter notice. The agent's details are in the DMCA Policy at esano.com/terms-of-use and in How Esano handles copyright claims. For the full steps, see How to file a DMCA counter notice.

Knowingly misrepresenting that material was removed by mistake can make you liable for damages, including costs and attorneys' fees.

What to do in the meantime

• See what happens when a shop is suspended or closed for open orders and held money.
• Keep your files and records, such as drafts and licenses, in case you need to show them.

Buyers

If your buyer account was disabled and you think that's wrong, email customerservice@esano.com with the details. Esano's rules for accounts are in what happens when Esano's rules are broken.