What happens when a buyer cancels a custom order

Whether a buyer can cancel depends on one moment: when you record the start of work. Before it, they can cancel for a full refund. After it, a change of mind isn't refundable.

Before the buyer pays

Until the buyer pays, nothing is charged and no money is involved.

• They withdraw the request. The request closes as Cancelled, and you get an email, "[Buyer] withdrew their request". There is nothing else to do.
• They decline your quote. You see the reason: Too expensive, Found another option, Don't need it anymore or Other. With Too expensive or Other the request comes back as New and you can send a different quote. The other two close it. You get an email, "[Buyer] declined your quote".

See Send a quote for a custom order.

After payment, before you record the start

Esano's terms say custom work begins only when you record an actual start notice. Until then, the buyer can cancel for a full refund. The buyer's side is in Cancel a custom order.

The buyer selects Cancel before work starts on their request, then Request full refund. Here is what that does:

1. The request goes to Esano as a refund review.
2. Esano decides within 5 calendar days.
3. The payout for that order is paused until Esano decides.
4. Esano can't rule in your favor on a cancellation made before work starts. It is a full-refund case.

While the review is open, you can't record the start of work. You'll see "Esano is already reviewing this order. The affected payout is paused."

After you record the start

Once the start notice is recorded:

• If the buyer changes their mind, the full agreed quote remains payable. A buyer who tries sees "Work has started, so change-of-mind cancellation is not refundable."
• The buyer can still report non-delivery, a material problem with the files or a mandatory consumer right. Esano reviews each case. See Handle revisions and problem reports.
• If the delivery date passes by more than 3 calendar days, the order becomes refundable. See Late delivery and asking for more time.

Mandatory consumer rights still apply under Esano's terms, whatever your start notice says.

What a refund means for you

If Esano approves a full refund, the buyer gets their money back and you aren't paid for the order. Esano keeps its 20% fee on refunds, including cancellations, so that fee is recorded as an amount you owe and taken from future earnings. See How refunds affect your earnings and payouts, How Esano decides a refund request and How the 14-day payout hold works.

Where to follow it

Open Custom orders and select the request. Its History lists each step, and your Messages thread with the buyer gets a card for each one. Closed orders move to the Closed tab.