What your order payout badges mean

Every paid order has one payout badge that tells you where its money is. You see the same badge on your Orders list, in the Payout section of the order page and in the Earnings table on your Payouts page. Only the shop owner sees payout details.

Badges while the money is on hold

• On hold until Oct 16: the order is inside its 14-day hold. The date is when the hold ends.
• On hold until delivery: a custom order whose hold hasn't started because the final files aren't delivered yet. The hold then runs for 14 days, and buyer approval never shortens it. See when a custom order completes and when you get paid.
• Hold complete: the hold is over. Your earnings are eligible for the next payout Friday.

Nothing to do for these. See the 14-day payout hold.

Badge when the money has moved

• Transferred to Stripe Oct 23: Esano moved your earnings to your Stripe account on that date.

This is the first of two steps. The second is the bank payout, which Esano sends every other Friday. Check Recent bank payouts on Payouts for it. See bank payout statuses.

Badges for refund requests

• Refund requested · reply by Oct 10: a buyer asked for a refund and Esano is waiting for your evidence by that date. The order also appears under Needs a reply.
• Payout paused: a refund request or refund offer is with Esano and nothing is waiting on you right now. Esano decides within 5 calendar days of the request.

Only the money for that order is paused. Your other earnings are paid on schedule. For what to do, see what the refund labels in your orders mean.

Badges for refunded or disputed orders

• Partly refunded: part of the order was refunded. The refunded amount comes out of your earnings, and Esano keeps its 20% fee on the original sale. See how refunds affect your earnings.
• Refunded Oct 12: the order was refunded. Its total is crossed out in the list, and it shows $0.00 in the Earnings table.
• Disputed: the buyer disputed the charge with their card issuer. The money at stake is held while the dispute is open. See bank disputes and chargebacks for sellers.

If an order is both partly refunded and still on hold, the refund badge shows first. Dates on badges use UTC.

The Payout section on an order

Open an order and look at its Payout section. It lists what happened, oldest first:

• Paid, with the amount and the buyer the files went to.
• Refund requested, with "Payout paused while this is settled" while it's open.
• Sent to Esano and Settled as a request moves along.
• Refunded, saying whether you or Esano refunded it.
• Paid out, with the amount released to your Stripe account.

Below the last event, a muted line says what comes next: "Released to your Stripe account, if not refunded" with a date, or "Released to your Stripe account 14 days after delivery" for a custom order that hasn't been delivered. The order page also shows Esano fee (20%) and You earn.

What you can do on each order

• Until an order is fully refunded, you can resend download links.
• After a full refund, the buyer can no longer download the files, and you can't resend links.
• On any order you can message the buyer.