Step 1: Find out what happened
Read the order, the listing, the tracking and the message history. Did the buyer receive the wrong thing, expect something the listing did not explain, or suffer a delivery problem you could not control? The answer changes your reply.
Step 2: Message the buyer privately first
Use Etsy Messages. Keep the first note short: acknowledge the specific problem, ask one question if a fact is missing, and offer a concrete fix. This order matters because of Etsy's rules:
- A buyer can edit a review within 100 days of the estimated delivery date, if you have not responded to it.
- Once you respond publicly, the buyer can no longer edit the review or rating, even if you delete your response.
- You can respond publicly only once, and you cannot edit or replace the response, only delete it.
Private message for a wrong or disappointing custom item
Hi [name], I read your review and checked your order. I am sorry the [specific detail] was not what you expected. Could you send me a photo of that part through Etsy Messages? Once I see it, I can offer [a corrected replacement / a refund / another appropriate remedy]. I would like to sort out the order with you.
Step 3: Reply in public only if private contact fails
Write the public reply for the next customer reading the page. Keep it brief and professional. Leave out the buyer's name, tracking number, address and private conversation. Do not ask the buyer to change the rating.
After a genuine production mistake
I am sorry the lettering on this order was incorrect. I contacted the buyer to offer a replacement and have added a second spelling check before production. I appreciate the feedback.
When the listing created confusion
I am sorry the size was not clear when this order was placed. I have added a scale photo and the dimensions near the top of the description so future buyers can check the fit before ordering.
Can you get a review removed?
Etsy removes a review only if it violates Etsy's policies, and disagreeing with the buyer's opinion is not enough. A review that is solely about a third party, such as a carrier, can be removed, but one that also reviews your item or service may not qualify. Etsy Support cannot remove a review just because a seller asks.
Many bad reviews start with a missing detail on the listing. See how to review your listing like a buyer.
Keep reading
Want me to look at your Etsy shop?
Send me your shop link, your main product category and the question you most want answered through the contact section.
Contact MeSources
Rules, numbers and dates change often. This page reflects the sources below as checked on Oct 9, 2026, so confirm the current version before you act.