u/Pure_Blueberry_8030

I sell handmade earrings and the customer reached out seeing if she could return them. I have an exchange only policy within 7 days of delivery. Order was delivered May 2nd and asked to return on May 16th.

She’s now opened a case with Etsy saying the quality of the earrings wasn’t what she expected. She says she understands my exchange only policy and wouldn’t have asked to return if quality was an issue. Now she’s opened a case with Etsy - this is my first case so not sure what to do since it’s not only against my policy but asked for return after 3 weeks of delivery??? LOL🥲

How do I handle this? My only option on the help request says “Review & refund”