Chargebacks and bank disputes

Ask Esano for a refund first. A refund request is reviewed and decided by Esano within 5 calendar days. A bank dispute runs through your card issuer instead.

Refund request or bank dispute?

A refund request goes to Esano. It follows the steps in request a refund, and Esano records a decision you can read in Your account → Purchases and reviews.

A chargeback or bank dispute is when you ask your card issuer to reverse a charge. Your bank sets the process and timeline for it.

Why start with Esano

• Esano reviews every request from the start and decides within 5 calendar days.
• You can add a screenshot and explain the problem in your own words.
• An approved refund goes to your original payment method, usually in 5 to 10 business days. See how long refunds take.
• Esano's policy covers duplicate charges, no usable delivery, and corrupt, missing or mismatched files within 7 days of purchase.

What happens on Esano's side

Esano's Terms say open refund requests and disputes pause the payouts they affect, so the shop's money for that order is held while the case is open. See buyer terms for online purchases.

If you already filed a dispute

Email customerservice@esano.com with:

1. Your order number (it looks like E-10517).
2. The item and shop name.
3. The charge date and amount on your statement.
4. What went wrong, in a few lines.

If Esano has already approved or sent you a refund, tell your bank. The refund email shows the amount and, when it can, the card. See refund emails.

If you don't recognize a charge

Search Purchases and reviews for the shop name or amount, and check your email for an Esano receipt. If you still don't recognize it, email customerservice@esano.com or call 888-463-7051.

Charged twice?

See what to do if you were charged twice.