Cancel a refund request

Purchases doesn't show a Cancel request button once Esano is reviewing your request, and every new request goes to Esano as soon as you send it. If you no longer need the refund, email customerservice@esano.com.

Why there is no cancel button

When you select Send request, Esano starts reviewing it right away and the shop's payout for that order is paused. Esano then records a decision on the request within 5 calendar days. The request stays under Esano is reviewing on your purchase until that decision is recorded. See how Esano reviews a refund request.

If the shop fixed your problem

When a file is corrupt, missing or doesn't match the listing, the shop has up to 3 calendar days to fix it. If the shop sends a working file, check it and tell us:

1. Download or open the new file. The shop may send it in your messages or add it to your purchase.
2. Email customerservice@esano.com with your order number (it looks like E-10517).
3. Say the problem is solved and you no longer want the refund.

Include the shop name and the item title so the right request is found quickly.

What not to do

• Don't send a second request for the same shop's part of the order. Only one request can be open at a time.
• Don't wait until a decision is made if you want to stop it. Write to support as soon as the problem is solved.

If you only want to ask the shop something

You don't have to send a request to contact the shop. Select Message shop on your purchase. See how to message a shop.

Check where your request stands

Open the Refunds tab in Your account → Purchases and reviews. Read check your refund request status to see what each status means.