Why Esano hid, suspended or closed your shop

If Esano hides, suspends or closes your shop, Seller hub shows a notice on every page with what changed and the reason Esano gave. Each notice ends with "Reason:" followed by that reason, when there is one.

What each notice means

"Your shop is hidden from buyers."

Esano took your shop and its listings off the marketplace for now. You can keep working on your listings while it is hidden.

"Your shop is suspended."

Your listings are off the marketplace. You can't publish or edit listings, and you can't send messages.

"Esano closed your shop."

Your listings are unpublished. Your orders, payouts and reviews are kept.

A removed listing

A single listing can be removed on its own. In Seller hub it shows Removed by Esano with the reason, and it can't be published again. See What listing statuses mean.

Under the seller terms, if Esano removes your products for any reason, fees Esano already received are kept by Esano.

Why this can happen

The seller terms you accepted when opening your shop say Esano may remove listings that break its marketplace policies and may pause shops that repeatedly do. Everything you sell must be your own work or work you have the right to sell. For the full list of what Esano can do under its terms, see what happens when Esano's rules are broken.

What happens to orders and money

When Esano suspends or bans a shop, or ends the seller relationship, the termination section of the seller terms applies:

• New sales close immediately.
• Orders that haven't been delivered are refunded or otherwise resolved.
• Your remaining earnings are paid on the regular payout schedule, except an amount Esano may hold back for documented refunds, disputes and chargebacks. Esano reviews that amount no later than 120 days after your last payment or delivery.
• Ending the relationship doesn't cancel amounts you owe, refund obligations or records.

For the details of held money and your last payout, see your final payout when your shop closes.

What to do

1. Open Seller hub and read the notice and the reason.
2. If the reason points to a listing, check it against What's not allowed on Esano and Copyright and original work rules for sellers.
3. Email customerservice@esano.com with your shop name and any questions, or use the contact page.

Think Esano made a mistake? See appeal a suspension or removal.