Report a review or ask for its removal

You can't delete a review yourself, but you can report one that breaks Esano's rules. Select Report review under it in Seller hub → Reviews. Esano checks reports within 2 business days, and the review stays up in the meantime.

Report a review

1. Open the account menu on esano.com and choose Seller hub.
2. Choose Reviews and find the review.
3. Select Report review under the review text.
4. Under Why are you reporting it?, choose a reason.
5. Select Report review again to send it, or Cancel to stop.

Afterward the review shows "Reported to Esano. We'll check it within 2 business days. The review stays up meanwhile."

Reasons you can choose

• Abusive or hateful
• Not about this item
• Shares personal details
• Links or spam
• Something else

Pick the one that fits best. The reasons are about what a review contains. A low star rating or a review you disagree with isn't one of them. For those, reply to the review with your side.

What happens after you report

Esano checks the report. The review stays visible on your listing page and in your list while that happens. Esano decides whether the review breaks its rules, and Esano can take down a review that does. A review that is taken down no longer shows on your listing or counts toward your rating. See review guidelines and what gets removed for what reviews must keep out.

Esano's Terms of Use say posted content must not be abusive, harassing, hateful or otherwise objectionable.

What Esano already blocks

Some things are checked before a review is posted:

• Reviews can't contain links or email addresses. Esano refuses them when the buyer submits.
• Reviews with profanity are flagged for Esano to check.
• Only buyers with a paid, non-refunded purchase can review an item, and sellers can't review their own items. See who can leave a review on Esano.
• Each buyer can leave one review per listing.

When a review is removed or changed

Reviews can also leave your shop without a report:

• The buyer deletes it. Buyers can delete their review at any time.
• The buyer edits it. Buyers can edit a review for 60 days after posting. An edited review keeps its original date.

A refund doesn't remove a review. Whether it's a whole-item refund or a custom amount, and whether the buyer asked for it or you offered it, the buyer's existing review and your reply stay published. See buyer access and reviews after a refund.

Removed reviews leave your Average rating and the stars on your shop. See how ratings show on your shop and listings.

Who can report

Owners, Managers and Support team members can report reviews. See who on your team can see shop messages.

Still need help?

If a review shares someone's personal details, report it here and email customerservice@esano.com with the listing name and the date, or use the contact page.