Buyer access and reviews after a refund

When Esano approves a whole-item refund, the buyer loses access to the refunded files. A custom-amount refund leaves their access alone. The buyer's review stays published after either kind.

Download access

• While a request is open: The buyer can keep downloading their files until the request is settled. The buyer's side is in download access after a refund.
• After a whole-item refund: The buyer loses access to the fully refunded files. The email they get says refunded files are no longer available to download. On your order page, refunded items show a Refunded badge with the date, and their price is struck through.
• After a custom-amount refund: The buyer keeps all their files. The email says "You keep all your files."
• Refunding some items on a multi-item order: Only the refunded items go away. The buyer keeps the others.

You can email the buyer their remaining download links again with Resend download links on the order page. It sends links for the files they still own from your shop's part of the order. It isn't available once the whole order is refunded. See resend download links to a buyer.

Reviews

Refunding doesn't remove the buyer's review.

• Existing reviews stay published after a whole-item refund, a custom amount, or a refund Esano approves on a buyer's request.
• The refund dialog says it too: "Their existing review stays published." The buyer's side is in what happens to your review after a refund.

To reply to a review, see reply to a buyer's review.

What the buyer is told

When a refund goes through, the buyer gets an email, "{Shop} refunded $X" or "Esano refunded $X". It says the money goes back to their original payment method and usually shows in 5 to 10 business days. If you added a note, they see it with your name and shop.

What you see

• The refunded amount under the item list, shown as Refunded.
• A line in the order's timeline, for example "Refunded $12.00" with who sent it.
• A Refunded or Partly refunded label in your orders list. See refund labels in your orders.

Picking the right type

If you want the buyer to keep the files, offer a custom amount. If the sale should be undone, refund the whole item. See whole items or a custom amount.