Emails you get about custom orders

Esano emails you at key points in a custom order. They come from Esano at orders@updates.esano.com (see Which email addresses does Esano send from?), and each one has a button back to your request.

Emails you receive

• "Your custom request to {shop name}": sent when you send a request. It says the shop has 3 days to reply and that you won't be charged unless you accept a quote.
• "{shop name} sent you a quote: {price}": your quote is ready, with the date it's valid until. Select View quote. See Review a custom order quote.
• "Your quote from {shop name} expires {date}": a reminder, sent when the quote is within 2 days of ending.
• "Your quote from {shop name} expired": the quote wasn't paid in time. You can ask the shop for a new one.
• "{shop name} can't take your request": the shop declined. Nothing was charged.
• "{shop name} couldn't take your request": the shop didn't reply in 3 days. Nothing was charged.
• Your Esano receipt: after you pay, with your order number and a button to your request.
• "{shop name} asked for more time": the shop proposed a new due date. Accept or keep the original date on your request page.
• "Your custom files are ready": the shop delivered. Select Get your files. See Get and approve your custom order files.
• "Your custom order is running late": sent when delivery is more than 3 days past the due date. See What to do when a custom order is late.

Why you can't turn them off

These emails are about money and deadlines, so they always go out. The message email setting in your Account settings doesn't cover them.

What's not emailed

You won't get an email when:

• The shop records its start notice. Check your request page or your conversation in Messages.
• You approve a delivery or ask for changes. The shop gets those emails.

Can't find an email?

1. Check your spam or promotions folder for messages from orders@updates.esano.com.
2. Open Your account → Custom requests. A number beside the menu item shows requests waiting on you.
3. Open the request page. History lists every step with its date and time in UTC.

Still missing something? See Emails you get from Esano as a buyer for every Esano email, or contact Esano support.