Respond to a buyer's refund request

When a buyer asks for a refund, open the request from your Seller hub and either Send evidence to Esano or recommend the refund. Esano makes the final decision on every request.

Find the request

You'll get an email saying "{Buyer} asked for a refund on E-…" with an Open the request button. You can also find it in your Seller hub:

• The Overview and Orders pages show a notice: "A buyer asked for a refund on E-…" with a Review request button. If there are several, it says "refund requests need a reply" and the button reads Review requests.
• In Orders, open the Needs a reply tab to see only orders with a request waiting on you. See track refund requests in your orders for every label and notice.

The order page shows what the buyer wants refunded, the reason they picked and what they wrote. If they attached a screenshot, select the View link for the buyer's screenshot to open it.

Send evidence

Use this when the listing is accurate, you've already fixed the problem, or the request doesn't look right.

1. Open the order and select Send evidence.
2. Choose why: I sent a working file, The listing describes what was delivered or Something else.
3. Write your Reason for the buyer. It's required and can be up to 2,000 characters. If you chose I sent a working file, say where you sent it.
4. Select Send evidence.

You'll see "Evidence sent. Esano will consider your response." The buyer and Esano can both read what you wrote, so keep it factual and polite.

Recommend the refund

If you agree the buyer should be refunded, select the Refund button on the request, which shows the amount, for example Refund $12.00.

1. The dialog is titled "Recommend {buyer}'s refund" and the items they asked about are already ticked.
2. The reason is set to The buyer asked. You can change it.
3. Add an optional note to the buyer.
4. Select Submit $12.00 for review.

Esano decides within 5 calendar days of the original request. Partial offers also need the buyer's acceptance. Your recommendation must cover every item the buyer requested. See how long you have to respond for the full timeline.

Message the buyer

Select Message with the buyer's name at the top of the order to reach them directly. A quick, friendly message often sorts out a file problem. If the problem is a file that won't open or is missing, read fix a file problem before a refund. For more on messaging, see contact a buyer about an order.

Who can respond

Owners and Managers can send evidence and recommend refunds. Support team members can see requests but can't act on them. See shop team roles and what each can do.

What if the buyer cancels?

A buyer can cancel their request. You get an email, "{Buyer} canceled their refund request," and the payout picks up where it left off.