How long you have to respond to a refund request

You have 3 calendar days from the buyer's request to send evidence or a fix. Esano then decides within 5 calendar days of the same request.

The timeline

Day 0 is the day the buyer sends the request.

• Day 0: The buyer asks for a refund. You get an email, "{Buyer} asked for a refund on E-…", with a Reply by date. The payout for that order is paused.
• About 1 day before your reply date: If you haven't sent evidence, you get a reminder email, "1 day left to answer {buyer}'s refund request."
• Day 3: Your reply date. This is the Reply by date in your Seller hub and in the emails.
• Day 5: Esano's decision is due. Both of you get an email when it's recorded.

All of these are calendar days, so weekends count.

Where to see the deadline

• The notice on Overview and Orders: "Reply by {date}. The payout for this order is paused until you do."
• The order page, in the request notice: "Reply by {date}, for Esano's review."
• After the date: the notice changes to "Your reply was due {date}."
• The Orders list shows the badge Refund requested · reply by {date} or Payout paused. See track refund requests in your orders.

The 3-day fix window

When a buyer says their files won't open, an included file is missing, or the item isn't what the listing described, you also have up to 3 calendar days to fix it. Esano doesn't refund for those reasons before that fix window ends. See fix a file problem before a refund.

What the 5 days cover

The 5 calendar days are Esano's time to review, not yours. In that time Esano looks at the buyer's request and your evidence. Read how Esano decides a refund request.

The same 5-day period applies when you offer a refund yourself. See issue a refund to a buyer.

What if Esano takes longer than 5 days?

An overdue decision doesn't release your payout automatically. The affected amount stays paused until Esano records a decision.

What if you miss the date?

• The request stays open. The order page changes to "Your reply was due {date}." The request doesn't expire or close on its own.
• Your payout stays paused. Only the amount at stake on that order is held. The rest of your balance is paid on schedule.
• Esano still decides. Missing the date doesn't refund the buyer by itself, but without your evidence Esano has only the buyer's side to work from.
• You can still reply. The Send evidence and Refund buttons stay on the order while the request is open. See respond to a buyer's refund request. Send your reply as soon as you can, because the decision is due within 5 calendar days of the request.

How to avoid missing a request

• Watch for the Review request notice on Overview and Orders, and the Needs a reply tab.
• Look for the reminder email, "1 day left to answer {buyer}'s refund request." Refund emails come from orders@updates.esano.com. See refund emails you'll get as a seller.
• Add a team member with the Manager role to help cover requests. See invite someone to your shop team.

Need help with a case? Email customerservice@esano.com or visit the contact page.