Refunds for sellers
Handling refunds and refund requests from your buyers.
11 articles
- Issue a refund to a buyer
Offer a buyer a refund from your Seller hub within 30 days of the sale. Pick items or a custom amount. Esano reviews every refund before money moves.
- Refund whole items or a custom amount
Whole-item refunds return the item price plus tax and remove the buyer's file access. Custom amounts are partial and the buyer keeps the files.
- Respond to a buyer's refund request
A buyer asked for a refund? Find the request in your Seller hub, send evidence to Esano or recommend the refund, and see what happens next.
- How long you have to respond to a refund request
You have 3 calendar days to send evidence on a buyer's refund request, and Esano decides within 5. See the timeline and what happens if you miss it.
- Fix a file problem before a refund
When a buyer reports a broken or missing file, you have 3 calendar days to fix it. Here is how to fix it and tell Esano so the refund may not be needed.
- How Esano decides a refund request
Esano reviews every buyer refund request, asks sellers for evidence and records a decision within 5 calendar days. See what it looks at and the outcomes.
- How refunds affect your earnings and payouts
A refund comes out of your earnings on that order and Esano keeps its 20% fee. See worked examples, what is paused during a request and where it shows.
- Buyer access and reviews after a refund
A whole-item refund ends the buyer's access to the refunded files. A custom amount lets them keep the files. Reviews stay published either way.
- Bank disputes and chargebacks for sellers
What happens when a buyer disputes a charge with their bank. See how Esano responds, what is held from your payout, and who pays if it's won or lost.
- Refund emails you'll get as a seller
See every refund email Esano sends sellers, what each one means and what to do, plus the emails buyers get so you know what they see.
- Track refund requests in your orders
Find refund requests waiting on you in your Seller hub, read the refund notices on an order page and follow a request through its timeline.