Fix a failed or returned payout

If a payout shows failed or returned, your money isn't lost. Fix the problem on Stripe, and Esano sends a corrected payout without waiting for the next payout Friday.

What failed and returned mean

• Failed: the payout didn't go through.
• Returned: the money reached your bank, which sent it back.

Esano emails you with the subject "Your bank payout needs attention." See emails Esano sends sellers. The Next step column in Recent bank payouts shows the reason Stripe gave.

Fix it

1. Open Seller hub and select Payouts.
2. In Recent bank payouts, find the failed or returned row.
3. In Next step, select Review bank details on Stripe.
4. Correct your bank account on Stripe, or add the right one and make it your default.
5. Return to Payouts and check the row.

See change your payout bank account for the steps on Stripe.

How the retry works

Esano keeps the money owed to you, and a failed transfer isn't assumed to fix itself. Esano checks the payout again each day. It schedules a retry once:

• Stripe confirms the original payout failed or was canceled.
• Your bank details on Stripe are valid.
• The returned money is back and available.

When a retry is scheduled, the row's next step adds "retry scheduled." Esano's policy is to send a corrected payout within 2 business days after the returned money is available and your bank details are valid. You don't wait for another normal cycle.

If Stripe hasn't confirmed an outcome, the status is unknown. Esano checks the original result before sending anything again, so you are never paid twice.

Who pays the fee

Stripe may charge a fee for a failed or returned payout.

• You pay it only when incorrect bank details you provided caused it. It is deducted at Stripe's cost, without markup.
• Esano pays it when Esano or its integration caused the problem, or when the cause can't be established.

See what can be deducted from my payout.

If it keeps failing

Check that the bank account on Stripe is the one you mean, is open and is in your name. If the status doesn't change after you fix it, email customerservice@esano.com with the payout date and amount, or see how to contact support.