An order page shows one order from your shop: the items sold, what you earn, the buyer and where the money is. Open it by selecting an order number in Orders.
Open an order
- Go to Orders in your Seller hub.
- Select the order number, like E-10482.
The page title reads "Order E-10482" with a line below it, like "Placed Sep 27, 2026 by Maya". Use Orders at the top left to go back.
What the buttons do
At the top you may see:
- Message followed by the buyer's name: opens a conversation with the buyer. See contact a buyer about an order.
- Resend download links: emails the buyer their files again. See resend download links.
- Issue a refund: starts a refund while one is possible. See issue a refund to a buyer. Only shop owners and Managers see it.
Items
The Items section lists each Listing with its License and Price. Under each title you'll see the file formats and a download count: "Downloaded 2 times" or "Not downloaded yet". A refunded item shows a red Refunded badge with the date, and its price is crossed out.
Below the table:
- Buyer paid: the item total before tax.
- Refunded: the amount refunded so far, if any.
- Esano fee (20%): Esano's fee on the original sale. Esano keeps it when an order is refunded, so the amount doesn't go down after a refund. See how refunds affect your earnings.
- You earn: what's left for you.
See how much you earn on each sale for worked examples of how fees work.
Payout
The Payout section has a payout badge and a timeline of how this order's money moved, oldest first. Typical steps are:
- Paid with the amount, and "Files delivered to" the buyer's name.
- Refund requested, Declined, Sent to Esano or Settled, if a refund request happened.
- Refunded with the amount, and who refunded it.
- Paid out, when the money was released to your Stripe account.
An order that is still on hold ends with a grayed-out line saying when it will be released to your Stripe account, if not refunded. The standard hold is 14 days.
Buyer
The Buyer section shows the buyer's first name, how many orders they've placed from your shop, and the year they started buying ("Buying since 2026"). You may also see:
- Open conversation: jumps to your existing messages with this buyer.
- Their other orders: links to their other orders from your shop.
When there are messages, a Conversation section shows the latest one with an Open link.
Refund notices
When a buyer asks for a refund, a notice appears at the top with their reason and the date you need to reply by. The notice also appears after you decline or when Esano is reviewing. Steps are in respond to a buyer's refund request.
Common questions
Can I see the buyer's email address or full name?
No. The order page shows the buyer's first name and photo. To reach them, use the message button on the order.
Why is there no Payout section on my team member's screen?
Fees, earnings and payouts are only visible to the shop owner. Managers and Support can see what the buyer paid and received.
Why did I get a 404 for an order number?
An order page only opens for paid orders from your shop. A wrong number, an unpaid order or another shop's order shows "not found".
Related articles
- View and filter your ordersSelling on Esano · Managing orders
- What your order payout badges meanSelling on Esano · Managing orders
- Resend download links to a buyerSelling on Esano · Managing orders
- How much you earn on each saleSelling on Esano · Fees and payouts
- Respond to a buyer's refund requestSelling on Esano · Refunds for sellers
More in Managing orders
Still need help?
Email customerservice@esano.com or call 888-463-7051 (toll-free). Include your order number if you have one.