Late delivery and asking for more time

If you miss your delivery date, you have 3 more calendar days to deliver. After that, the order is refundable for non-delivery unless the buyer has agreed to a new date. Ask for more time before it gets that far.

Ask the buyer for more time

1. Go to Custom orders and open the request.
2. Under Deliver by, select Ask for more time.
3. Pick a New delivery date. It must be later than your current date and within the next 60 days.
4. Select Ask the buyer.

The buyer is emailed "[Shop] asked for more time" and can accept the new date or keep the original one on their request page. Your request shows "You asked to move it to [date]. Waiting for [buyer]." Until the buyer answers, the original date stands.

• If they accept, the new date replaces the old one. The buyer's answer shows as "New date accepted", and your reminders and late notices start over from it.
• If they decline, you see "New date declined". You still need to deliver by the original date.

You can ask while the order is In progress or Revision asked. The date you pick counts through the end of the day in UTC.

What happens when a date passes

Esano keeps track of the date on every paid order.

• The day before: you get an email, "Custom order due tomorrow".
• On the date: nothing changes yet. The first delivery has a 3-calendar-day grace period. You can still deliver, and the order stays In progress.
• After the grace period: the buyer gets "Your custom order is running late" and can wait, message you or ask Esano for a full refund. You get "Your custom order is 3 days late". Esano reviews a full-refund remedy unless the buyer accepts a new delivery date, and it can open that review itself.

A refund review runs for up to 5 calendar days. Esano reviews, then records the decision. The payout for that order is paused while it is open. See How Esano decides a refund request. For the buyer's side, see What to do when a custom order is late.

Revisions don't get the grace period

When a buyer asks for changes, the due date is 3 days after they ask. The extra 3 days apply to the first delivery only. See Handle revisions and problem reports.

If you can't finish

If you can't deliver, you can cancel the work and ask Esano to refund the buyer in full. See Cancel a custom order as the seller.

Check your dates

Your In progress tab lists every Deliver by date with the days left. For the other clocks, see Custom order deadlines and clocks for sellers.