What if the shop disagrees with my refund request

If a shop disagrees with your refund request, you don't have to do anything extra. Esano reviews every request from the start and decides, not the shop.

What the shop can do

After you send a request, the shop has 3 calendar days to respond. It can:

• Send evidence, such as a note about what the listing says or what was delivered.
• Send a fixed file, for problems with corrupt or missing files.
• Offer a refund of its own, either for the full item or for part of the price.

A shop's reply never closes your request or ends the review. The payout for the order stays paused until Esano records a decision.

What you do

Nothing more is needed. You can:

• Keep downloading your files while the request is open. See download access after a refund.
• Read the shop's reply in your messages if it sent one.
• Reply to the shop with Message shop if you want to add detail. See how to message a shop.

How Esano decides

Esano reads your request and the shop's evidence, then decides within 5 calendar days. See how Esano reviews a refund request. You get an email with the decision and a note from Esano.

If Esano sides with the shop

Purchases shows "Esano reviewed your refund request and sided with the shop." You keep your files and no refund is sent. If you still think something is wrong:

1. Email customerservice@esano.com.
2. Include your order number, the shop name and what happened.
3. Mention anything new, such as a screenshot of the problem.

Mandatory consumer rights still apply even when a voluntary request doesn't succeed. See request a refund after 7 days.

If the shop offers part of the price back

You'll see Accept partial refund offer under the item. You choose whether to accept. See full and partial refunds.