When a buyer pays your quote, the order moves to In progress. Select Record actual start of work once you really begin. The notice is time-stamped by Esano and can't be backdated.
Record the start
- Go to Custom orders and open the paid request.
- Select Record actual start of work.
Esano posts "Work has started on your paid, agreed brief. This notice is recorded now; it cannot be backdated." in your Messages thread with the buyer, and confirms with "Start notice recorded and sent in Messages." The request page then shows "Work start recorded" with the date. Anyone on your team with custom order access can record it. See Shop team roles and what each can do.
What the start notice does
- It opens delivery. The Deliver the files section appears only after the start is recorded, and you can't deliver without it. See Deliver the final files for a custom order.
- It ends the buyer's free cancellation. Before the notice, the buyer can cancel for a full refund. After it, the full quoted price stays payable if the buyer simply changes their mind. Mandatory consumer rights still apply. See What happens when a buyer cancels a custom order.
- It shows the buyer where the order stands. The buyer sees "Seller recorded the start of work" in the request history. See What the start notice means on a custom order.
Record it when you actually begin
Esano's terms say custom work begins only when you record an actual start notice after payment and agreement on the brief. Payment alone doesn't start the work, and the notice can't be generated automatically.
The delivery date doesn't move. It was set at payment as the payment time plus your Delivered within days. Recording the start later doesn't give you more time. See Custom order deadlines.
If the button is missing or fails
- No button on the request. The order must be In progress. Quoted, delivered, completed and closed requests don't show it.
- "Esano is already reviewing this order. The affected payout is paused." A refund request is open, for example a buyer who asked to cancel before work starts. Esano decides it, and you can't record the start while it is open.
Need help with a specific order? Email customerservice@esano.com or see Contact Esano support.
Common questions
Can I deliver before I record the start?
No. The delivery section only appears after the start notice is recorded.
Can I backdate the start of work?
No. Esano records the time you select the button. Payment alone doesn't count as a start.
Why can't I record the start?
A refund request is open on the order, or the order is no longer in progress. Check Messages and your Orders page.
Related articles
- What happens when a buyer cancels a custom orderSelling on Esano · Custom orders for sellers
- Deliver the final files for a custom orderSelling on Esano · Custom orders for sellers
- Custom order deadlines and clocks for sellersSelling on Esano · Custom orders for sellers
- What the start notice means on a custom orderBuying on Esano · Custom orders
- Shop team roles and what each can doSelling on Esano · Shop teams and groups
More in Custom orders for sellers
- Turn on custom orders for your shop
- Set up your custom order details
- Find and answer custom order requests
- Send a quote for a custom order
- Custom order deadlines and clocks for sellers
- Deliver the final files for a custom order
- Handle revisions and problem reports
- Late delivery and asking for more time
- What happens when a buyer cancels a custom order
- Cancel a custom order as the seller
- When a custom order completes and when you get paid
- Emails Esano sends about custom orders
Still need help?
Email customerservice@esano.com or call 888-463-7051 (toll-free). Include your order number if you have one.