Esano emails the shop owner at each custom order step that needs you. These emails always send, and you can't switch them off. Every email has a button that opens the request in your Seller hub.
Emails you receive
| Subject | When it is sent | What to do |
|---|---|---|
| New custom request from [buyer] | A buyer sends you a request. | Quote, ask or decline within 3 days. |
| [Buyer]'s request expires tomorrow | About a day before your 3-day reply window ends. | Send a quote or decline today. |
| [Buyer] withdrew their request | The buyer withdraws before paying. | Nothing. |
| [Buyer] declined your quote | The buyer turns down your quote. | If the request is back to New, send a different quote within 3 days. |
| [Buyer]'s quote expired | Your quote wasn't paid in 7 days. | Nothing, unless they ask again. |
| [Buyer] asked for a new quote | The buyer reopens an expired quote. | Reply within 3 days. |
| [Buyer] paid: deliver by [date] | The buyer pays your quote. | Record your start, then deliver by the date. |
| Custom order due tomorrow | The day before your delivery date. | Deliver, or ask for more time. |
| [Buyer] asked for changes | The buyer asks for a revision. | Send revised files within 3 days. |
| [Buyer] approved your custom order | The buyer approves your delivery. | Nothing. Your hold continues. |
| Custom order completed | 7 days after delivery with no answer. | Nothing. Your hold continues. |
| Your custom order is 3 days late | Delivery is 3 days past the date. | Deliver or cancel. Esano reviews a refund. |
What the main emails say
- Paid. It gives the delivery date, tells you to record your actual start through Esano, and reminds you that your payout becomes eligible 14 days after accessible final delivery. Buyer approval never shortens it. See Record when you start custom work.
- Reply reminder. It names the request and says it expires tomorrow without a quote or a decline. See Find and answer custom order requests.
- Late. It says Esano reviews a full-refund remedy unless the buyer accepts a new delivery date. See Late delivery and asking for more time.
- Approved and completed. Both repeat that the 14-day delivery hold stays in place. See When a custom order completes and when you get paid.
Emails your buyer receives
Buyers get their own emails, so you know what they've been told. For the buyer's view, see Emails you get about custom orders. They receive:
- "Your custom request to [shop]" when they send the request.
- "[Shop] sent you a quote: [price]" with the date it's valid until.
- "Your quote from [shop] expires [date]" about two days before it ends.
- "Your quote from [shop] expired" when it wasn't paid.
- "[Shop] can't take your request" if you decline, and "[Shop] couldn't take your request" if you don't reply in 3 days. Nothing is charged either way.
- "[Shop] asked for more time" if you propose a new date.
- "Your custom files are ready" when you deliver.
- "Your custom order is running late" if you miss the date by 3 days.
Where else steps appear
Each step also posts a card in your Messages thread with the buyer, and the request's History lists it with the time in UTC. Open the request from Custom orders in your Seller hub.
If an expected email doesn't arrive, check your spam folder and email address, then see Contact Esano support.
Common questions
Can I turn off custom order emails?
No. They are about money and deadlines, so they always send. The message email switch in Account settings doesn't cover them.
Which email address do they go to?
To the email address on the shop owner's Esano account, from orders@updates.esano.com.
Related articles
- Find and answer custom order requestsSelling on Esano · Custom orders for sellers
- Custom order deadlines and clocks for sellersSelling on Esano · Custom orders for sellers
- When a custom order completes and when you get paidSelling on Esano · Custom orders for sellers
- Emails you get from Esano as a sellerYour account · Account settings and emails
- Emails you get about custom ordersBuying on Esano · Custom orders
More in Custom orders for sellers
- Turn on custom orders for your shop
- Set up your custom order details
- Find and answer custom order requests
- Send a quote for a custom order
- Record when you start custom work
- Custom order deadlines and clocks for sellers
- Deliver the final files for a custom order
- Handle revisions and problem reports
- Late delivery and asking for more time
- What happens when a buyer cancels a custom order
- Cancel a custom order as the seller
- When a custom order completes and when you get paid
Still need help?
Email customerservice@esano.com or call 888-463-7051 (toll-free). Include your order number if you have one.