You have 3 days to answer a new custom order request. Send a quote, ask a question or decline. If you do nothing, the request expires and the buyer is told you weren't available.
Find new requests
Esano emails the shop owner with the subject "New custom request from [buyer]". You can also look in your Seller hub:
- Go to Custom orders.
- Open the Needs you tab. A number beside it counts the requests waiting for you.
- Select Send a quote on a request, or open its title.
New requests are sorted by Quote by date, earliest first. The other tabs are Quote sent, In progress, Delivered, Completed and Closed. Shop owners, Managers and Support team members can work on custom orders. See Shop team roles and what each can do.
What a request shows
- What [buyer] needs: the buyer's description of the work.
- Request details: Files, Use (personal or commercial), Budget and Needed by.
- Your questions: the buyer's answers to your questions.
- Reference images: files the buyer attached.
- Started from: the listing the buyer was looking at, if any.
Your three choices
Send a quote
Select Send a quote to name your price and delivery time. See Send a quote for a custom order. You need active Stripe payouts first.
Ask a question
Select Ask a question to open Messages with the buyer. Asking doesn't stop the clock, so send your quote or decline before the Reply by date.
Decline
- Select Decline.
- Choose a reason the buyer will see: Too busy right now, Not the kind of work I do, Can't meet the date or Other.
- Add a note if you like (up to 500 characters).
- Select Decline request.
The buyer is emailed that you can't take the request, and nothing is charged.
The 3-day reply window
The request page shows "Reply by" with a date. About a day before it, Esano emails you a reminder that the request expires tomorrow. If the date passes with no quote or decline, the request closes as Expired, and your request page says you didn't reply within 3 days.
Start a quote from Messages
If a buyer messages you first, open the conversation in Messages and select Start a new custom quote. You name the order and fill in the quote. It creates the request and sends the quote together. See Reply to a buyer's message.
If you can't take more work
Use the open request limit in Set up your custom order details, or turn custom orders off. See Turn on custom orders.
Common questions
What happens if I don't reply to a custom request?
After 3 days the request expires and the buyer is told you weren't able to reply. Nothing is charged.
Can I ask the buyer a question before quoting?
Yes. Select Ask a question on the request to open your Messages thread with the buyer.
Related articles
- Send a quote for a custom orderSelling on Esano · Custom orders for sellers
- Set up your custom order detailsSelling on Esano · Custom orders for sellers
- Custom order deadlines and clocks for sellersSelling on Esano · Custom orders for sellers
- Emails Esano sends about custom ordersSelling on Esano · Custom orders for sellers
- Connect Stripe to get paidSelling on Esano · Fees and payouts
More in Custom orders for sellers
- Turn on custom orders for your shop
- Set up your custom order details
- Send a quote for a custom order
- Record when you start custom work
- Custom order deadlines and clocks for sellers
- Deliver the final files for a custom order
- Handle revisions and problem reports
- Late delivery and asking for more time
- What happens when a buyer cancels a custom order
- Cancel a custom order as the seller
- When a custom order completes and when you get paid
- Emails Esano sends about custom orders
Still need help?
Email customerservice@esano.com or call 888-463-7051 (toll-free). Include your order number if you have one.