I was charged twice

Duplicate charges are covered by Esano's refund policy. Find the extra order in Your account → Purchases and reviews, then request a refund within 7 days of purchase and choose I was charged twice.

Find the duplicate

1. Go to Your account → Purchases and reviews on esano.com.
2. Use Search your purchases for the item or shop name. See find and search your purchases.
3. Compare the orders. Each one shows its own order number (like E-10517), its date and its Order total.

Two orders for the same item mean you were charged for both. If only one order shows but your bank shows two charges, note the dates and amounts from your statement and email customerservice@esano.com with your order number.

Request a refund for the duplicate

1. Find the extra order and select Request a refund.
2. Choose the item under Which items? if the order has several.
3. Under What's wrong?, choose I was charged twice.
4. In What happened?, say which order is the duplicate and when each charge happened. Write at least 20 characters.
5. Select Send request.

Esano reviews the request and decides within 5 calendar days. A duplicate charge doesn't get the shop's 3-day repair period, because there's nothing to fix.

When the money comes back

An approved refund goes to your original payment method and usually shows in 5 to 10 business days. See how long refunds take.

Keep your files

Until Esano decides, you can keep downloading from both orders. After a whole-item refund, the refunded order's files are removed, and the other order stays. See download access after a refund.

Avoid paying twice

After checkout, Purchases can say "We're confirming your payment with Stripe. Your files will appear here in a few seconds." Wait for it to finish before you try again. See payment pending after checkout.

If you already contacted your bank

Read chargebacks and bank disputes before you go further, and tell Esano if you did.