Etsy
Etsy review reply templates
Etsy reviews are social proof for handmade and vintage sellers. A thoughtful reply to a less-than-perfect review can turn a one-star moment into a signal of great customer service. These templates follow Etsy's policies and sound like you, not a corporate bot.
Etsy reply rules
- Sellers can only reply to reviews of 3 stars or fewer.
- Replies are public and permanent — you cannot edit or delete them.
- Never include private customer or order information in a reply.
- Do not offer compensation, discounts, or incentives in exchange for a review change.
- Report policy-violating reviews through Etsy's report system, not in the reply.
Tone notes
Warm, maker-seller voice. Personal but professional. Future buyers want to see that you care about your craft and your customers.
6 templates
1. 5-star, love the product
Review
"Beautiful handmade piece, exactly as described."
Reply
"Thank you so much, Priya. I'm so glad the piece found a good home. — Sam, maker"
2. 3-star, shipping delay
Review
"Item is lovely but arrived two weeks late."
Reply
"Hi Chris — I'm sorry the shipping took longer than expected. Delays are frustrating, especially for a handmade order. Please message me through Etsy and I'll make it right. — Sam"
3. 1-star, defective
Review
"Arrived broken and seller didn't respond."
Reply
"Hi Nadia — a broken arrival and no response from me is unacceptable. Please message me through Etsy with a photo and I'll replace or refund today. — Sam, maker"
4. Custom order issue
Review
"Custom order wasn't what I asked for."
Reply
"Hi Alex — I'm sorry the custom piece didn't match what you had in mind. I'd love to rework it with you. Please message me through Etsy with the details. — Sam"
5. Fake / mistaken shop
Review
"Never received my order from this shop."
Reply
"Hi — we can't find an order from your username in our shop. Please message us through Etsy with your order number so we can look into this. — Sam"
6. Follow-up after fix
Review
"Seller replaced it quickly, much better."
Reply
"Thank you for updating the review — I'm so glad the replacement worked out. Enjoy. — Sam"
FAQ
- Can I reply to a 5-star Etsy review?
- No. Etsy only allows seller replies to reviews of 3 stars or fewer.
- Can I ask a buyer to change their Etsy review?
- No. Etsy prohibits asking buyers to change or remove reviews, and offering incentives is a serious policy violation.
- Can I delete my Etsy reply?
- No. Etsy replies are permanent, so draft carefully before posting.
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