Custom order deadlines and clocks for sellers

Custom orders run on a few fixed clocks. Each one below says when it starts and what happens when it runs out.

Before the buyer pays

• You reply within 3 days. The clock starts when the buyer sends the request, or when they ask you for a new quote. Miss it and the request expires with nothing charged. See Find and answer custom order requests.
• Your quote lasts 7 days. It starts when you send or update the quote. If the buyer doesn't pay in time, the quote expires. See Send a quote for a custom order.

After the buyer pays

• Your delivery date. The date the buyer paid plus the Delivered within days from your quote. Your request page shows it as Deliver by. Esano emails you the day before as "Custom order due tomorrow".
• 3 calendar days of grace for the first delivery. If the date passes with no delivery, you have 3 more calendar days. After that, the buyer can ask Esano for a full refund, and Esano also opens a review itself. See Late delivery and asking for more time.
• Asking for more time. You can propose a later date. Until the buyer accepts it, the original date stands.
• Revisions are due in 3 days. When a buyer asks for changes, the new due date is 3 days later. The 3-day grace above applies to the first delivery, not to revision dates. See Handle revisions and problem reports.

After you deliver

• The buyer has 7 days to review. If they don't approve or ask for changes in 7 days, the order completes by itself. Your list shows this date under Completes.
• A 7-day voluntary problem window for the buyer. It starts when the final files are delivered and accessible. Payment, previews and unusable placeholders don't start it.
• Esano decides refund reviews within 5 calendar days. The affected payout stays paused until then. See How Esano decides a refund request.
• Your payout hold is 14 days. It starts at accessible final delivery. Buyer approval never shortens it. See When a custom order completes and when you get paid.

Dates and time zones

Esano's emails and each request's History show times in UTC. When you ask for more time and pick a date, that date counts through the end of the day in UTC, so "by Friday" means Friday is still on time.

At a glance

• Reply to a request: 3 days
• Quote validity: 7 days
• Delivery: payment date plus your quote's days, then 3 days of grace on the first delivery
• Revision: 3 days
• Buyer review: 7 days
• Refund review by Esano: 5 calendar days
• Payout hold: 14 days from accessible final delivery