Cancel a custom order as the seller

You can cancel a paid custom order you can't finish. The buyer always gets a full refund, and you aren't paid for the order. Esano reviews the refund and decides within 5 calendar days.

Before the buyer pays

If the buyer hasn't paid, there is nothing to cancel. Decline a new request, or decline a quote you've already sent, and choose a reason. Nothing is charged. See Find and answer custom order requests.

Cancel a paid order

1. Go to Custom orders and open the request. It must be In progress or Revision asked.
2. Select Cancel work and request full refund.

Esano confirms with "Cancellation sent to Esano for a full refund review." A message is added to your Messages thread with the buyer: "I have cancelled this work. Esano is reviewing the full refund, with a decision due within five calendar days." Your request's History shows "Seller cancelled; Esano is reviewing the full refund".

Only the shop owner and Managers see this button. Support team members and Listings members don't. See Shop team roles and what each can do.

What happens next

• Esano reviews the request and records a decision within 5 calendar days.
• Your payout for that order is paused during the review.
• The refund is for the full amount the buyer paid, whether or not you started work. Esano's terms treat every seller cancellation as a full-refund case.
• If the buyer already had an open refund request on the order, your cancellation updates it to a full refund.
• Once the refund goes through, 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.

There is no partial option for a seller cancellation. If you'd rather agree a new date, ask for more time instead. See Late delivery and asking for more time.

If it isn't an option

The cancel button doesn't show once the order is delivered, completed or closed. If a delivered order has a problem, the buyer reports it and Esano reviews it. See Handle revisions and problem reports.

Why you might cancel

Cancel if you can't finish the work, can't meet the date, or can't deliver what you quoted. If the delivery date passes by more than 3 calendar days with no delivery, Esano opens a full-refund review itself.

Questions

For help with a specific order, email customerservice@esano.com or see Contact Esano support.