Never pay outside Esano

Only pay for Esano orders at Esano checkout. If a shop or buyer asks you to pay somewhere else, say no and report the conversation.

How paying on Esano works

1. Add items to your cart.
2. Select Check out. Esano sends you to a Stripe payment page, where you pay by card.
3. After you pay, you come back to esano.com and the order appears in Purchases and reviews.
4. Esano emails you a receipt from orders@updates.esano.com with a link to your purchases.

Custom orders work the same way. The shop sends a quote in Esano, and you pay that quote through Esano. See Accept and pay for a custom order for the steps.

Why paying elsewhere is risky

When you pay through Esano checkout, the order is recorded, and the order tools work for you:

• Your files appear in your purchases for download.
• You can request a refund, and Esano reviews it and decides. See Request a refund.
• Your receipt shows what you bought and which license came with it.

None of that exists for money you send outside Esano. There is no order to refund, no download to unlock and no record for Esano to review. Money sent by gift card, cash app or bank transfer is also very hard to get back.

How off-platform scams usually go

• A shop says "message me and I'll sell it cheaper without fees".
• A "buyer" says their payment didn't work and asks you to deliver files first, then pay later.
• Someone sends a link to their own payment page and calls it "Esano checkout".
• Someone says the Esano order failed and asks you to pay again another way.

Esano checkout starts from your Esano cart, and you pay on a Stripe page. A payment link someone typed into a message is not Esano checkout.

If you're asked to pay outside Esano

1. Don't send money or deliver files.
2. Keep the conversation. Don't delete it.
3. Report the conversation on Esano. Choose Scam or asking to pay outside Esano as the reason. The steps are in Report a message or conversation.
4. If the person is trying to reach you outside Esano, forward what they sent to customerservice@esano.com.

If you're a seller

You get paid through Stripe after an order is placed on Esano. Don't ask buyers to pay you directly, and don't deliver files for money you haven't received through an Esano order. Fees, holds and payout rules are in What fees does Esano charge sellers? and Payout schedule and the $25 minimum.

If you've already paid someone outside Esano

Contact your bank or card issuer first and tell them what happened. You can also email customerservice@esano.com with a link to the shop and a screenshot of the messages. Esano's refund tools only apply to orders paid through Esano checkout, so use Report a listing or shop to flag the account.