No, you can’t delete Etsy reviews yourself; only Etsy removes policy-violating reviews, and buyers can edit within 100 days.
Selling on Etsy brings attention and feedback. Ratings help shoppers decide, and sometimes a tough comment lands on your page. This guide explains what you can and can’t do, how Etsy handles take-downs, and the steps that actually move the needle.
What You Can Do Right Now
You have three levers: fix the buyer’s issue, ask the buyer to edit, or report a policy breach. You can also write a short public reply for context. The goal is to turn a tough moment into clear service and future trust.
Quick Matrix: Actions That Actually Work
Use this snapshot before you act.
| Action | Who Can Do It | When It Works |
|---|---|---|
| Buyer Edits Or Replaces A Rating | Buyer | Within the 100-day review window and only if you haven’t posted a public reply yet. |
| Request Etsy To Remove | Seller Or Buyer (Report Tool) | Only if the comment breaks Etsy policy (private info, hate speech, spam, threats, third-party carrier blame, prohibited medical claims, and similar). |
| Seller’s Public Reply | Seller | When you need to add context. Keep it short. Once you post, the buyer can’t edit their original text or stars. |
Can You Delete Etsy Reviews Legally? Rules That Matter
Etsy does not let a shop owner remove a buyer’s rating by choice. Removal happens only when the comment crosses policy lines. On the other side, a buyer can change their own words or star count within the review window. That window runs for 100 days from delivery or the estimated delivery date for tracked and untracked orders, and starts at file download for digital items. A public reply locks the review from buyer edits, even if you later delete your reply.
Policy Grounds That Trigger Removal
Etsy staff can take down a review if it includes any of the following: private or identifying details, obscene or harassing content, hate speech, medical drug claims, ad-style spam, complaints aimed only at a shipping carrier or a third party, and extortion or threats. If a note mixes third-party blame with a fair point about your product or service, it may stay. Your best shot is a targeted report that maps the wording to a specific rule.
For the official playbook on reporting, read Etsy’s help page on How to report a review. For context on removal standards and what stays up, see Etsy’s guide on negative reviews.
Step-By-Step: Turn A Tough Review Into A Fix
1) Read It Like A Buyer Would
Scan for the core complaint. Is it about the product itself, delivery time, packaging, color match, sizing, or service tone? Pull out one clear sentence that sums it up. That line guides your next move and keeps your reply focused.
2) Check The Clock And The Reply Lock
Look at the order’s delivery or estimated delivery date. If you still have time in the 100-day window, aim to solve the problem fast. Don’t post a public reply yet if you’re working toward a buyer edit. Once you publish a reply, the buyer can’t change their review.
3) Message The Buyer And Fix The Issue
Most edits happen after a quick, fair fix. Offer a replacement, partial refund, full refund, file refresh for digital goods, or clearer use instructions. Keep your tone calm and specific. Ask one question if you need a detail to solve the problem, then propose a concrete step.
Sample DM You Can Adapt
“Thanks for your order and for sharing feedback. I want to make this right. If the item color didn’t match, I can send a replacement with the swatch you prefer, or process a refund today. Let me know which option you’d like and I’ll sort it.”
4) Decide Whether To Report
If the text includes private info, hate speech, spam, or threats, report it via the “Report this review” link right under the comment. Keep your note short and tie the quoted words to the exact rule the comment breaks. Don’t report just because the rating is low; that won’t stick.
5) Post A Public Reply Only When Needed
Use a public reply when the buyer goes silent, the fix is done, or shoppers need context. Keep it to two or three lines, avoid blame, and describe the fix you offered. That reply shows future shoppers how you handle bumps.
Public Reply Template
“I’m sorry for the trouble here. I reached out and offered a no-cost replacement and shipping upgrade. If you still need help, please message me and I’ll sort it today.”
Timing Rules That Affect Your Options
Timing shapes every move you make on Etsy reviews.
- Buyer edit window: 100 days from delivery or the estimated date if tracking is missing. For digital items, the window starts at download.
- Public reply window: you can reply within 100 days from the buyer’s last edit. One reply per review. Deleting your reply doesn’t unlock buyer edits.
- Report window: you can report within 100 days after the estimated delivery date. Target the rule, not the sentiment.
- Canceled orders: the transaction is voided, but a rating may still exist if it was posted during the eligibility window. You can still report policy breaches.
What Not To Do
- Don’t ask for a five-star rating in exchange for a refund. That can be read as pressure.
- Don’t accuse the buyer in public. Keep the tone calm and fact-based.
- Don’t paste long blocks of policy in your reply. Short and clear beats a wall of text.
- Don’t copy the same reply across reviews. Personal, specific lines earn trust.
Proof-Driven Ways To Lift Your Rating Over Time
One tough review won’t sink a good shop. Build a steady base of positive feedback by shipping fast, writing clear listings, and resolving hiccups with speed.
Fix The Root Causes
- Photos: show scale, texture, and color in daylight. Add a hand, ruler, or coin for size cues.
- Descriptions: list materials, measurements, care, and what’s included in the box. Short bullets help.
- Packaging: add a contact card so buyers message you first when something goes wrong.
- Shipping: pick a service level that matches buyer expectations, and share tracking right away.
Encourage Natural Feedback
After delivery, send one friendly DM that thanks the buyer and points to order support. Don’t offer rewards for stars. A simple prompt keeps conversation open and often leads to an edit when you fix a snag.
Deep-Dive Table: Removal Grounds And How To Report
Map the words in the comment to a clear rule. Use this table to draft a tight report.
| Policy Ground | What It Looks Like | What To Submit |
|---|---|---|
| Private Or Identifying Info | Home address, phone, email, order IDs beyond what the shop shows. | Quote the line with the info and state “contains private information.” |
| Harassing Or Hate Content | Slurs, obscene words, or images aimed at a person or group. | Quote the line and label it as harassing or hate content. |
| Medical Drug Claims | Claims that an item treats or cures a condition. | Quote the claim and cite the rule on prohibited medical claims. |
| Spam Or Ads | Links to outside shops, coupon pitches, promo text. | State “advertising/spam” and include the pasted promo line. |
| Third-Party Carrier Blame Only | Complaint aimed only at USPS, UPS, or a named carrier. | Note that the text targets a third party and lacks a product/service point. |
| Threats Or Extortion | “Change this or I’ll do X,” or threats of harm. | Quote the words and label it as a threat or attempt to pressure. |
How To Write A Public Reply That Helps Sales
Your reply speaks to future shoppers. Keep it short, direct, and solution-led. Aim for 2–3 lines. Thank the buyer, name the fix, and invite a DM if they still need help.
Three Reply Shapes You Can Reuse
When You Already Solved It
“Thanks for the heads-up. I sent a replacement and tracking. If anything else pops up, message me and I’ll sort it.”
When You Need One Detail
“I’m ready to fix this. Please DM your order number and the size you need so I can ship a corrected item.”
When It’s A Mixed Review
“I appreciate the feedback. I’ve updated the listing photos and added sizing notes. If you need an exchange, I can help via DM.”
Reporting: How To File It Cleanly
Use the “Report this review” link under the comment. Keep your note to two lines. Paste the exact sentence that breaks the rule and name the rule. Skip emotion and skip long backstory. The reviewer won’t be notified that you flagged it.
One-Minute Report Script
“This review includes private information: [paste the line]. Please remove per Etsy review policy on private info.”
If The Review Stays Up
Not every low star count meets a policy ground. When a rating stays, stack fresh positives. Ship early, answer fast, and keep your listing details crystal clear. Over a month or two, new orders will add fresh feedback and the average climbs.
Your FAQ-Free Checklist
- Decide: fix, request edit, or report.
- DM first; hold the public reply until the fix lands.
- If you report, quote the exact words and name the rule.
- When you reply publicly, keep it to 2–3 lines and describe the fix.
- Update photos and descriptions so the next buyer gets the right expectations.
Extra Notes For Special Cases
Digital Downloads
File updates solve many complaints. Send a corrected file, add a quick-start PDF, and confirm the buyer can access the new link. The 100-day edit clock starts at download.
Tracked And Untracked Shipments
When tracking shows “Delivered,” the edit window starts at that scan. When tracking is missing, the clock uses the estimate. If the text only blames a named carrier, a report may work.
Canceled Orders
A canceled transaction is treated as closed, but a rating can still exist if posted during the window. Your options stay the same: fix the issue, seek an edit, or report a rule breach.
Final Word For Shop Health
You don’t control every comment, but you control speed, tone, and clarity. Solve the root cause, write short and helpful messages, and use the report tool when a line is crossed. That steady approach builds trust and draws the next round of positive feedback.