How long does a shop take to reply?

Esano shows how quickly a shop usually replies at the top of the message panel and in your conversation. Replies come from the shop, so timing varies.

Where to find a shop's usual reply time

• In the message panel, under the shop's name when you click Message shop. See Message a shop on Esano.
• In your conversation, in the side panel under the shop's name.

You'll see one of these:

• Usually replies within an hour
• Usually replies within a day
• Usually replies within a few days
• On Esano since and a year

How the estimate works

Esano looks at how long the shop took to answer buyers' first messages in recent conversations and shows the typical wait. A shop needs enough recent conversations before a reply time appears. Until then, you see the year the shop joined, like "On Esano since 2026."

The line is an estimate. It isn't a promise, and a shop's reply time can change.

If the shop hasn't replied yet

1. Give the shop the time its reply line suggests.
2. Check Your account → Messages for a reply. A dot next to the time means there's something new. See Find and manage your messages.
3. Turn on message emails so Esano tells you when the shop replies. See Get an email when a shop replies.

Your first message has a note under it: "Sent to" and the shop's name. Their reply will show up there and in your Messages.

If you need more than a reply

A message isn't a refund request or an order change. For a problem with something you bought, see Request a refund. For a custom order, see How custom orders work.

If a shop is rude, spams you, or asks you to pay outside Esano, report the conversation. For problems with Esano itself, see Contact Esano support or email customerservice@esano.com.