How Esano decides a refund request

Esano reviews every buyer refund request from the start, asks the seller for evidence, and records a decision within 5 calendar days. Sellers don't approve or decline buyer requests themselves.

What Esano reviews

When a buyer asks for a refund, the request goes straight to Esano. Esano looks at:

• What the buyer picked as the reason and what they wrote, plus any screenshot.
• The evidence you sent, or a recommendation to refund.
• Whether the problem was fixed during the 3-day fix window, where one applies.
• The order itself: the items, the amount and the dates.

What the voluntary policy covers

Buyers can ask for a voluntary refund within 7 days of buying. For custom work delivered through Esano, the 7 days run from delivery. The policy covers:

• Duplicate charges.
• Orders with no usable delivery.
• Corrupt files, missing included files or a material mismatch with the listing. You get up to 3 calendar days to fix these first. If the problem is still unresolved, the affected item is refundable. See fix a file problem before a refund.

It doesn't cover a change of mind, including before the buyer has downloaded the file. Mandatory consumer rights still apply, and a buyer can ask under that reason even after the 7 days.

The possible decisions

Esano records one of these:

• Refund the items the buyer asked about. The buyer gets the item price plus its share of tax, and loses access to those files.
• Refund part of the amount. This needs the buyer's explicit acceptance of the partial refund first.
• Side with your shop. There's no refund and your payout is no longer paused.

Esano adds a note to the decision. Both you and the buyer get it by email.

How your input counts

• Evidence. Sending evidence never closes a request or releases your payout by itself. Esano considers it with the buyer's request.
• Recommending the refund. If you recommend a refund, Esano still makes the final decision. See respond to a buyer's refund request.
• Silence. If you don't reply, Esano still decides. See what happens if you don't respond.

What happens to your payout

The payout for the order stays paused until Esano records a decision. If Esano sides with you, the pause ends. If Esano refunds the buyer, the refund comes out of your earnings for that order. See how refunds affect your earnings.

Offers you make yourself

A refund you offer from the Issue a refund button goes through the same review. See issue a refund to a buyer.

Questions about a decision

Email customerservice@esano.com and include your order number (it starts with E-), or see the contact page. The binding text is in the Terms of Use. For the buyer's side, see how Esano reviews a refund request.