Emails you get about a refund

Esano emails you when you send a refund request, when Esano records a decision, and when a refund is sent. All of them come from orders@updates.esano.com. See which email addresses Esano sends from.

Refund request sent

You get this right after you select Send request. The subject names the shop, and the heading is "Refund request sent."

• It says Esano is reviewing the items and will decide within 5 calendar days.
• It gives the date the shop has to provide evidence.
• It reminds you that you can keep downloading your files until it's settled.
• It has a View your purchases button.

Esano's decision: no refund

If Esano sides with the shop, the subject is "Esano's decision on your refund request" and the heading is "We sided with the shop."

• It says Esano won't refund this order.
• It may include a note from Esano.
• It says your files are still in your purchases.

Refund sent

When a refund goes through, the subject says who refunded you and how much, for example "Esano refunded $12.00." The heading is "You've been refunded" with the amount.

• It says which items or which part of the order was refunded.
• It says the money goes back to your original payment method and usually shows in 5 to 10 business days. It names your card when it can.
• It may include a note from the person who approved it.
• The footer says whether the files are still available. A whole-item refund says "Refunded files are no longer available to download." A partial refund says "You keep all your files." See download access after a refund.

Replies and links

The emails say "Replies to this email aren't read. Use Esano to answer." To add to your request, use the Message shop button on your purchase (see how to message a shop), or write to customerservice@esano.com.

If an email is missing

1. Check your spam and promotions folders for mail from orders@updates.esano.com.
2. Open Your account → Purchases and reviews → Refunds. The status there is always current. See check your refund request status.
3. Still stuck? Email customerservice@esano.com with your order number.

Where to go next

See how long refunds take to know when the money should arrive. For every other buyer email, see emails you get from Esano as a buyer.