Fix a file problem before a refund

If a buyer says a file won't open, is missing or isn't what your listing described, you have up to 3 calendar days from their request to fix it. If you fix it in time, the refund may not be needed.

Which requests get a fix window

The buyer picks a reason when they ask for a refund. These three start a 3-calendar-day fix window:

• The files won't open or are damaged
• An included file is missing
• It's not what the listing described

Esano doesn't approve a refund for these reasons until the fix window has ended. The terms say that if the problem is still unresolved after 3 calendar days, the affected item is refundable.

Other reasons don't have a fix window, for example a duplicate charge or an order with no usable delivery. Buyers can also say they're exercising a mandatory consumer right, and Esano treats that separately.

How to fix it

1. Open your Seller hub, go to Orders, and open the order. The request shows the reason and what the buyer wrote, plus a screenshot if they added one.
2. Find the problem. Check the file yourself. Open it in the program it's meant for and compare it with your listing.
3. Fix the file. To swap the downloadable file, see replace files on a live listing. If the listing itself is wrong, correct the description so it matches what you deliver. See edit a listing.
4. Select Message with the buyer's name and tell them what you fixed and where to find the working file.
5. Select Send evidence, choose I sent a working file, and write where you sent it in the Reason for box. The buyer gets a link to your messages.

What happens next

Sending a working file doesn't close the request. Esano still reviews it and decides within 5 calendar days of the request. Your evidence is one of the things Esano considers. See how Esano decides a refund request.

The payout for the order stays paused until Esano records a decision. See what happens if you don't respond.

If you can't fix it

If the problem can't be fixed, or the buyer is right that the listing didn't match, the quickest route is to recommend the refund. Select the Refund button on the request. See respond to a buyer's refund request.

Custom work

Custom orders have their own repair rules. See handle revisions and problem reports.