Refund emails you'll get as a seller

Esano emails you when a buyer asks for a refund, when your reply is nearly due, when a request is canceled, and when Esano decides. Refund emails come from orders@updates.esano.com and go to the shop owner's account email.

Emails to you

A buyer asked for a refund

• Subject: "{Buyer} asked for a refund on E-…"
• What it says: The items, the buyer's reason, and a Reply by date. It reminds you to send evidence or a fixed file within 3 calendar days, and that Esano decides within 5 calendar days with the payout paused.
• What to do: Select Open the request. See respond to a buyer's refund request.

1 day left

• Subject: "1 day left to answer {buyer}'s refund request"
• When: About a day before your reply date, if you haven't sent evidence yet.
• What it says: The buyer is still waiting, and the payout stays paused until Esano records a decision.
• What to do: Open the request and reply. See how long you have to respond.

The buyer canceled

• Subject: "{Buyer} canceled their refund request"
• What it says: The request is closed and the payout picks up where it left off.
• What to do: Nothing. You can open the order to check it.

Esano refunded the buyer

• Subject: "Esano's decision on order E-…"
• What it says: After reviewing the request, Esano refunded the items or amount. It tells you how much comes off this order's payout.
• What to do: Check the order and your balance. See how refunds affect your earnings.

Esano sided with your shop

• Subject: "Esano's decision on order E-…"
• What it says: "Esano sided with your shop." There's no refund on those items, and the payout for the order is no longer paused. Esano's note is included.
• What to do: Nothing.

Balance and dispute emails

These come from Esano's finance notices rather than the refund emails.

• "Your Esano balance needs attention": A refund or other amount left you with a recorded debt. See refunds after a payout and amounts you owe.
• "An Esano dispute decision was recorded": A bank dispute was lost. See bank disputes and chargebacks.

What buyers get

So you know what they see. The full list is in emails buyers get about a refund:

• "Your refund request was sent to {shop}": Confirms the request, says Esano decides within 5 calendar days, and that they can keep downloading until it's settled.
• "{Shop} refunded $X" or "Esano refunded $X": Confirms the refund, with your note if you added one. The money usually shows in 5 to 10 business days.
• "Esano's decision on your refund request": If Esano sided with your shop, the buyer is told no refund will be made.

Not getting the emails?

Check your spam folder and add orders@updates.esano.com to your contacts. Notices go to your account email, so keep it current. See change your email address on Esano.