Report a custom order problem

If a paid custom order never arrives or the delivery is wrong, select Report an order problem on your request page. Esano reviews it and records a decision within 5 calendar days.

When you can report a problem

• Before delivery: you can report non-delivery at any time, however long ago you paid.
• After delivery: ask within 7 days. The 7 days start when the agreed final files are delivered and accessible. Payment, previews, unusable placeholders and a completion status alone do not start them. If the shop delivers revised files, count from the latest delivery.

If the window has ended, Esano says: "The voluntary seven-day request window has ended. Mandatory rights still apply; choose that reason or contact Esano support."

Report a problem

1. Open Your account → Custom requests and select your order.
2. Select Report an order problem. It's available once you've paid, unless the order is already cancelled or refunded.
3. In Ask Esano to review, choose a Reason:
   • No usable final delivery
   • Materially different from the agreed brief
   • Corrupt or unusable files
   • Agreed files are missing
   • Mandatory consumer right
4. Under Details, describe what's wrong. Use at least 20 characters.
5. Select Send request.

You'll see "Sent to Esano. Decision due within 5 calendar days."

What happens next

Esano asks the shop for evidence and records a decision within 5 calendar days. Payment to the shop is paused until then. See How Esano reviews a refund request for what the review looks at.

For files that are corrupt, missing or materially different from the brief, the shop has 3 calendar days to fix the problem, or a repair deadline you agreed to. Your order goes back to in progress while the shop works. If it isn't fixed, the order is refundable.

Corrective work is owed even if your quote included zero revisions.

You may also accept a partial refund and keep the work if it's usable.

If Esano is already reviewing

You may see "Esano is already reviewing this order. The affected payout is paused." You don't need to send another request.

Not sure it's a problem?

Message the shop first from Message shop. Many issues are fixed quickly, and you can still report a problem within the window.

For ready-made downloads, see A file is wrong, broken or missing. To reach Esano directly, see Contact support or email customerservice@esano.com.