Contact a buyer about an order

To contact a buyer, open their order and select Message followed by their name. This opens your conversation with them in Messages. Esano doesn't show shops a buyer's email address, so messages are how you reach them.

Message a buyer from an order

1. Open Orders in your Seller hub.
2. Select the order number.
3. At the top of the order page, select Message and the buyer's name, for example Message Maya.

Esano opens the conversation with that buyer. If you've never talked to them before, it starts a new one. Type your message and send it as you would any reply. See reply to a buyer's message for how conversations work.

See past messages from the order

The order page keeps your messages close by. In the Buyer section, Open conversation takes you to the thread. When you have already exchanged messages, a Conversation section shows the latest one, with who wrote it and the date, and an Open link.

If the buyer has bought from you before, their other orders are listed under Their other orders, so you can check the history before you reply.

What the buyer sees

The buyer gets your message in their Esano messages. They may also get a shop reply email, if they have message emails turned on. Emails are limited to one per conversation every 10 minutes, so a quick back-and-forth doesn't send an email for every message.

Who can message buyers

Team roles matter here:

• Owner, Manager and Support can message buyers from an order.
• Listings team members can't see orders or messages.

See shop team roles and what each can do for the full list.

Good reasons to message from an order

• A buyer says they can't open or find their files. Ask what they see, then resend download links.
• A refund request needs more detail. You'll answer it on the order page. See respond to a buyer's refund request.
• You want to say thanks, or ask about a problem with a file.