Negative balances and amounts you owe

If a refund, a lost dispute or a fee is bigger than your balance, the difference is recorded as an amount you owe Esano. Esano tells you the amount and the reason, then takes it from your future earnings before any bank payout. Esano doesn't debit your bank account for it.

When you can owe money

• A buyer is refunded after your earnings were already paid out. The refund form tells you the refunded amount "is recorded against your earnings." It may be repaid by supported transfer reversals or by future earnings. A refund never authorizes a bank debit. See how refunds affect your earnings and payouts.
• A whole-item refund is larger than what you earned on the order, because Esano keeps its 20% fee.
• You lost a dispute and your balance doesn't cover the disputed amount and your share of the dispute fee. See bank disputes and chargebacks for sellers.
• Fees exceed your balance.
• A payment was made to you by mistake, or you hold money that should go back to a buyer. Esano may reimburse the buyer and seek that money from you, even if you were already paid.

An example

You sell a $10.00 item and earn $8.00. It is paid out to your bank. The buyer is then refunded.

1. You fund the refunded item price of $10.00, so your balance goes to −$10.00.
2. Your next sale is a $50.00 item. You earn $40.00, and it becomes eligible after the 14-day hold.
3. On the next payout Friday, $10.00 of those earnings offsets what you owe. The remaining $30.00 is available, before Stripe's payout fees.

How you're told

• Payouts shows a notice: "Your recorded debt is" the amount. Future earnings offset it before bank payouts. Contact Esano to arrange repayment.
• Esano emails you with the subject "Your Esano balance needs attention." See emails Esano sends sellers.
• The amount and reason are also in your Balance history. See download payout statements.

How to repay

Two things repay it:

1. Future earnings. They offset the amount automatically before any bank payout. While you owe money, your net payouts stop, because everything eligible goes to the amount first.
2. A repayment you arrange. Email customerservice@esano.com to arrange repayment or a payment plan. See how to contact support.

If you still owe money after 30 days

If an amount is still owed after 30 days, new paid sales are paused until it's repaid or a payment plan is agreed. Buyers keep access to the files they already bought. The same rules appear in fee and payment rules in Esano's terms.

If you close your shop

Closing a shop doesn't cancel what you owe, refund obligations or records. See close your shop and get the final payout.