Issue a refund to a buyer

You can offer a buyer a refund from the order page in your Seller hub for up to 30 days after the sale. Esano reviews every refund before the money goes back to the buyer's card.

Issue a refund

1. Open your Seller hub and go to Orders.
2. Open the order you want to refund.
3. Select Issue a refund.
4. Choose Whole items or Custom amount. See whole items or a custom amount to pick the right one.
5. Choose a Reason: The buyer asked, There's a problem with the files, Duplicate charge, Wrong license or Other.
6. Add a Note to the buyer if you like. It's optional.
7. Check the summary. It shows what the buyer gets back and how the refund changes This order's payout.
8. Select Submit with the amount, for example Submit $12.00 for review.

You'll see "Refund offer sent to Esano for review."

What happens after you submit

• Esano reviews the offer and decides within 5 calendar days. See how Esano decides a refund request.
• The payout for that order is paused while Esano reviews it. Your other orders aren't affected.
• If Esano approves it, the refund goes back to the buyer's card. They're emailed, and the money usually shows up in 5 to 10 business days.
• You get an email titled "Esano's decision on order E-…" when Esano sends the refund.
• A custom amount also needs the buyer to accept it first.

When you won't see the Issue a refund button

• A buyer already asked for a refund. Reply to their request instead. See respond to a buyer's refund request.
• The sale is more than 30 days old. The order page says "Refunds close 30 days after a sale. Email customerservice@esano.com if you need one." Use the contact page details to reach support.
• Everything on the order is already refunded.
• Your role can't refund. Owners and Managers can issue refunds. Support team members can see orders and requests but can't refund. See shop team roles and what each can do.
• A bank dispute is open on the order. See bank disputes and chargebacks.

What a refund costs you

The refunded amount comes out of your earnings for that order. Esano keeps its 20% fee on approved refunds. Read how refunds affect your earnings before you refund an order that has already been paid out.