Replying to a message email

If you reply to an Esano message email, the shop never sees your reply. Click View conversation in the email and answer on Esano.

Why your reply doesn't reach the shop

Message emails come from Esano at messages@updates.esano.com. To learn which addresses Esano uses, see Which email addresses does Esano send from?. The email says it directly: "Replies to this email don't reach" the shop, "Use the button to answer on Esano." Nobody reads replies sent to that address, and they aren't added to the conversation.

Answer a shop on Esano

1. Open the email from Esano.
2. Click View conversation.
3. Sign in if Esano asks.
4. Type in the box that says "Write a message to" and the shop's name.
5. Click Send, or press Enter. Press Shift + Enter for a new line.

Your reply is added to the same conversation. The shop can see it in its own inbox, and it may get an email alert if it has them turned on.

If you already replied by email

Send your message again from the conversation. Anything you wrote in the email reply was not delivered.

If you aren't sure, open Your account → Messages and look at the conversation. Only messages shown there reached the shop. See Find and manage your messages.

If you need to reach Esano, not the shop

Message email replies aren't a support channel either. To reach Esano's support team:

• Email customerservice@esano.com.
• Call 888-463-7051 (toll-free).
• Visit Contact Esano support.

Stop the emails

You can stop these emails entirely. See Turn message emails on or off. Messages will still show up in Messages on Esano.

To learn what each email includes, see Get an email when a shop replies.