Customer Wants to Remove 1-Star Review But Can’t — How Can I Get Etsy Support?

[LoveCatcherDIY]

Hi everyone, I could really use some help or insight.

I sell DIY kits, and a customer left me a 1-star review simply because the product was DIY — even though it was clearly described as such in the listing. Afterward, she reached out and asked to return the item, and I agreed to accept the return. She also told me she would remove the 1-star review.

I walked her through the exact steps to update or remove the review, but she said she couldn’t do it. Unfortunately, the 100-day window to edit reviews has now passed.

She is totally willing to remove the review, but neither of us can do anything now, and I can’t find a way to get Etsy’s support to help me with this. There's no case or contact option available for this situation.

Has anyone dealt with something similar? Is there any way to get in touch with Etsy or request a review removal under these circumstances?

Thanks in advance!

[NanaLetha]

The buyer has to contact Etsy not you.

[LoveCatcherDIY]

Thanks!

[PrimFun]

Since the time frame has elapsed I doubt even Etsy will do anything but you can have the buyer ask them.  You can't do anything. 

[LoveCatcherDIY · Accepted solution]

Quick update: I got in touch with the buyer, and she contacted Etsy. The 1-star review has now been removed. I really appreciate everyone here for taking the time to help and share advice — thank you!