Mary Maaz, this wouldn't be the right place to ask for help, sorry, we can do much. I do understand your frustrations, I did a search and it's certainly not clear how to ask Etsy for help. I did look at their legal information and found this info. Posting it here since this actually is something we should all know as sellers. The info below I copied directly from Etsy legal information.
"Disputes. Sellers agree to resolve any disputes directly with a buyer or with the assistance of the dispute management and refund tools available on Etsy, and in accordance with our Seller Policy and Terms of Use. In the event that a dispute is escalated to Etsy’s Support Team, Etsy reserves the right to issue a refund to a buyer if a transaction is found to be in violation of Etsy’s Seller Policy and Terms of Use.
In the event that a buyer submits a chargeback, Etsy will respond to the credit card networks on behalf of the seller involved in the transaction; the seller agrees to provide any requested information to us within five calendar days of the request. Etsy reserves the right to recoup funds associated with buyer chargebacks."
