Handle revisions and problem reports

When a buyer asks for changes, send revised files within 3 days. If a buyer reports a material problem, you have a 3-calendar-day repair period, even if your quote included no revisions.

When a buyer asks for changes

A buyer can ask for changes after delivery, up to the number of revisions in your quote (0 to 5). They write a note of 10 to 1,500 characters.

You'll see:

• An email, "[Buyer] asked for changes", with their note.
• The status Revision asked on your request, and "[Buyer] asked for changes (revision 1 of 2)".
• A Send changes button on your Needs you list, with Revision due showing the date.

To respond:

1. Go to Custom orders and open the request.
2. Select Read the note to see what the buyer wants.
3. In Send the revised files, upload the new files.
4. Select Deliver to [buyer].

The due date is 3 days after the buyer asked. Each delivery starts a new 7-day review window. If the buyer has no revisions left, they are told to message you instead. For delivery details, see Deliver the final files for a custom order.

When a buyer reports a problem

A buyer can select Report an order problem on their request and ask Esano to review it. For their side, see Report a custom order problem. They choose one of these reasons:

• No usable final delivery
• Materially different from the agreed brief
• Corrupt or unusable files
• Agreed files are missing
• Mandatory consumer right

They must add at least 20 characters of detail. Esano's terms set the windows:

• Non-delivery can be reported any time before accessible final delivery.
• After delivery, the buyer has 7 days from delivery to ask under the voluntary policy.
• Mandatory consumer rights are never cut off by these windows.

What happens to your order

For a material problem after delivery (brief mismatch, corrupt files or missing files):

1. The order returns to Revision asked, with a repair deadline 3 days away.
2. You owe corrective work, even with zero revisions left or included.
3. Your payout for the order is paused.
4. You send corrected files with Send the revised files.

Esano reviews every report, asks you for evidence, and records a decision within 5 calendar days. If the problem isn't fixed by the repair deadline, Esano can refund the buyer. A buyer can also choose to accept a partial refund and keep the work that is usable.

Esano doesn't treat taste as a failure. Artistic preference alone is not a material failure when you met the brief you agreed to.

Respond to a refund review

Refund requests appear on your Orders page and in the Messages thread, where Respond to [amount] refund opens the request. Share your evidence there, such as the agreed brief and your delivered files. Evidence doesn't close a request or release funds. Esano reviews and records every decision. See Respond to a buyer's refund request and How Esano decides a refund request.

Questions about a specific case? Contact Esano support.