Feedback not removed - only talking about customs

[Fleamarketfrance]

Hello

etsy doesn't want to remove a feedback that only talks about customs:

"Never received my order held up in customs"

it is against their policies

"Are only about things outside the seller’s control, such as a shipping carrier (mentioned by name), Etsy, or a third party"

what can i do?

[bradgoodell]

You can request Etsy remove it again, that is about all you can do.  You have a bunch of other 1-3 star reviews in the last couple of months, I'd be more worried about why packages aren't arriving than that one review.  

Best of luck.

[Fleamarketfrance]

do you really think i don't mind of this? post services blocked me 50 of my packages with no reason since june. that is not the point of my topic, i did my job on etsy and etsy should do their too.

[bradgoodell]

It may not be the point of this thread, but you do realize that it is only going to get worse don't you?  You ship to the US, and unless you have found a way to prepay tariffs, you likely will be getting more packages turned away at the border.  

Sorry I can't offer better advice.  

[ForgetMeNotShopCA]

That seems very unfair.  I would just try again being as professional as possible to ask Etsy to remove and quote their policy.  If they do not respond or change this - you can always respond to the buyer with sympathy but emphasizing that customs is out of your control.  Once you respond, the buyer cannot change the comment (so I would give it some time in case customs clears the delivery) so other buyers can see your response and will understand that it is not your fault that the package did not arrive.  I emphasize that you should wait as the border could resolve their issue.  I don't read the comment as really negative against you. - it is just the situation we we all know that shipping is not 100%. Good Luck!  

[Fleamarketfrance]

yes but it impacts my seller star level, everything was perfect on my ago a month ago and that since years, i fear to lose visibility

that's why i want etsy to do their job, i have email them like 100 times. nobody care

[ForgetMeNotShopCA]

I had a negative review and I was very upset about losing my star status.  It seemed so unfair.  The reality was that it did not change anything - buyers kept buying and leaving great reviews and the negative review just fell to the bottom.  I think the star seller status means more to us, the seller than the buyer. I do understand how annoying and frustrating it feels.  But try not to worry - look to the next months coming up and you will get star status again.  Your products are beautiful - I wish I could find such lovely items.  

[GroundZeroCreations]

You’ll likely not get any help from Etsy in having the review removed, since shipping and customs delays generally don’t qualify under their removal policies. What you can do is post a calm, professional response so that future buyers understand the situation. Make it clear that the delay was outside of your control and that you shipped promptly.

Wording here is key—buyers appreciate transparency and professionalism. Something simple like: “I’m sorry your package was delayed in U.S. customs. Unfortunately, customs processing is outside of my control, but I did ship your order promptly. Thank you for your patience.”

Remember, buyers are often just as much at the mercy of shipping and customs as sellers are. A professional response not only addresses the concern but also reassures future shoppers that you handle situations with care. Good luck!