u/Zestyclose_Exit1153

I'm looking for some advice from experienced Etsy sellers because I'm not sure if I should keep appealing this or just move on.

I sell made-to-order shower curtains. My shop policy is very clear: **refunds are only offered if the item arrives damaged or has a manufacturing/misprint defect.** Since each item is custom made, I don't accept returns or refunds for accidental purchases or buyer's remorse.

For context, I'm not unreasonable about refunds. In the past, I've:

* Refunded customers when there was a misprint or manufacturing issue.

* Approved cancellations when they were requested within my cancellation window or before production had started.

So I do make exceptions when they fall within my policy.

Here's what happened:

The buyer contacted me after receiving the order and said they had ordered the shower curtain by mistake. They requested a refund based on that.

Since the item had already been produced and delivered, I politely explained my policy and declined the refund.

Only after I declined did the buyer leave a 1-star review

The review claims that the background was advertised as white, but the product was actually a dull gold.

The problem is that :my listing never says the background is white. Both the title/description describe it as cream/ivory, and the listing photos match that description.

I reported the review to Etsy because I felt it was retaliatory. Etsy denied the request and sent me the standard response about not interfering with customer opinions.

From my perspective, this wasn't originally a product quality issue at all. The buyer's own Etsy message says they ordered it by mistake. The complaint about the color only appeared after I refused the refund.

Has anyone successfully appealed a similar decision?

I'd really appreciate hearing from anyone who's dealt with something similar. It feels frustrating to follow my published policies consistently, only to receive a one-star review because I wouldn't make an exception.

I'm looking for some advice from experienced Etsy sellers because I'm not sure if I should keep appealing this or just move on.

I sell made-to-order shower curtains. My shop policy is very clear: refunds are only offered if the item arrives damaged or has a manufacturing/misprint defect. Since each item is custom made, I don't accept returns or refunds for accidental purchases or buyer's remorse.

For context, I'm not unreasonable about refunds. In the past, I've:

• Refunded customers when there was a misprint or manufacturing issue.
• Approved cancellations when they were requested within my cancellation window or before production had started.

So I do make exceptions when they fall within my policy.

Here's what happened:

The buyer contacted me after receiving the order and said they had ordered the shower curtain by mistake. They requested a refund based on that.

Since the item had already been produced and delivered, I politely explained my policy and declined the refund.

Only after I declined did the buyer leave a 1-star review

The review claims that the background was advertised as white, but the product was actually a dull gold.

The problem is that :my listing never says the background is white. Both the title/description describe it as cream/ivory, and the listing photos match that description.

I reported the review to Etsy because I felt it was retaliatory. Etsy denied the request and sent me the standard response about not interfering with customer opinions.

From my perspective, this wasn't originally a product quality issue at all. The buyer's own Etsy message says they ordered it by mistake. The complaint about the color only appeared after I refused the refund.

Has anyone successfully appealed a similar decision?

I'd really appreciate hearing from anyone who's dealt with something similar. It feels frustrating to follow my published policies consistently, only to receive a one-star review because I wouldn't make an exception.