Refund whole items or a custom amount

Refund whole items when the buyer should get a file's full price back and stop having access to it. Refund a custom amount when you want to give back part of the money and let the buyer keep the files.

Whole items

Use this when a file is broken, missing or wrong, or when you simply want to undo a sale.

• The buyer gets the item price back plus that item's share of the order's tax. See what happens to sales tax when you refund.
• The buyer loses access to the refunded files.
• You can tick one item or several. Items you don't tick stay available to the buyer.
• If the order has only one item, it's ticked for you.

Custom amount

Use this as a goodwill gesture, for example a partial refund after a small issue.

• You enter an amount in dollars. The dialog shows the most you can enter, which is what's left on the order, and says the buyer keeps all files.
• Esano adds the applicable tax refund to the amount. The summary shows it as Items + tax.
• The buyer must explicitly accept the offer before Esano approves it. They'll see a checkbox saying they accept a partial refund plus applicable tax and keep the usable work.
• The amount has to be less than what's left on the order. To refund everything that's left, choose Whole items instead.
• For custom work that hasn't been delivered yet, a custom amount isn't available. See cancel a custom order as the seller.

Which should you choose?

• Whole items if the file is broken and you can't fix it, the buyer bought by mistake and you agree, or the buyer was charged twice.
• Custom amount if you want to give a discount after the fact, or the listing was slightly off but the files are usable.

What the summary tells you

Before you submit, the dialog shows:

• Buyer gets back: the total, including tax.
• Items + tax: the split, when tax applies.
• This order's payout: your payout for the order before and after the refund.

You can refund an order more than once, in pieces, until everything on it is refunded. Tax is worked out across all the refunds on the order, so the buyer never gets back more than they paid.

What the buyer sees

After Esano approves the refund, the buyer gets an email. For whole items it says the refunded files are no longer available to download. For a custom amount it says they keep all their files. Their review stays published either way. See buyer access and reviews after a refund.

Ready to send it? Follow issue a refund to a buyer.