Track refund requests in your orders

Refund requests show up in your Seller hub Orders in three ways: a payout badge on the order, the Needs a reply tab and notices on the order page.

The two refund badges

• Refund requested · reply by {date}: A buyer asked for a refund and you haven't sent evidence yet. Reply by the date shown.
• Payout paused: A refund request or offer is with Esano for review and nothing is waiting on you. The payout for that order is paused until Esano decides.

For every other badge, such as Partly refunded, Refunded and Disputed, see what your order payout badges mean.

Find requests waiting on you

• Open Orders and select Needs a reply to see only orders with a request waiting for you. The other tabs are All and Refunds. See view and filter your orders.
• The Orders link in the side menu shows a count of refund requests.
• Overview and Orders show a notice with a Review request button.

If nothing is waiting, the Needs a reply tab says "No refund requests waiting on you."

Notices on an order page

• "{Buyer} asked for a refund" or "{Buyer} asked for a refund on {item}": Shows their reason, what they wrote and your Send evidence and Refund buttons. See respond to a buyer's refund request.
• "Esano is reviewing {buyer}'s refund request": Esano decides within 5 calendar days of the original request.
• "Refunds close 30 days after a sale": The order is too old for the Issue a refund button. Email customerservice@esano.com.

The order's timeline

The order page keeps a timeline of what happened. You may see:

• Refund requested: With "Payout paused while this is settled."
• Sent to Esano: "Esano reviews every request from the start."
• Settled: "Esano sided with your shop."
• Refunded $X: Who sent it and what was refunded, for example "Esano refunded {item}" or "Esano refunded a custom amount."
• Released to your Stripe account, if not refunded: What happens next if the order stays as it is.

The money summary

Under the items you'll see Buyer paid, Refunded, Esano fee and You earn. See how refunds affect your earnings.

Your Payouts page also lists each order with the same labels. See read your Payouts page for how and when money is sent.