You can’t delete reviews yourself on Etsy; report policy-breaking feedback and fix issues so buyers can edit during the 100-day window.
Etsy feedback shapes shopper trust and conversion. When a comment feels unfair or flat-out wrong, the goal isn’t to nuke it from your page. The goal is to use the tools Etsy does provide, follow policy, and turn the situation into proof that your shop stands behind its work.
Delete A Buyer Review On Etsy: The Real Rules
On Etsy, sellers don’t have a “trash can” for star ratings. Removal only happens when a comment breaks marketplace rules, and Etsy decides to take it down after a report. Buyers can edit their own text and rating during the review window. That means your playbook relies on two lanes: policy reporting and customer service that leads to a buyer-initiated update.
What You Can And Can’t Do
- You can report a comment, photo, or video that breaks rules (hate speech, threats, doxxing, off-platform promos, off-topic rants about the mail carrier, IP infringement, and similar). Use the Report this review link under the comment on desktop or in the app. See Etsy’s steps in How to Report a Review.
- You can respond publicly once. Keep it brief, factual, and solution-oriented. Shoppers read responses as much as they read the rating.
- You can message the buyer and resolve the issue; buyers can revise their own comments during the 100-day window that starts at delivery or the estimated date. See timing and edit limits in How to Leave a Review.
- You can’t delete feedback yourself. Etsy’s team removes only if the comment violates policy.
Fast Reference: Paths To Change Or Remove A Comment
| Action | Who Triggers It | Outcome |
|---|---|---|
| Buyer edits rating/text/media | Buyer (within 100 days) | Updated review replaces the old one; edit locks if a seller response exists or while a case is open |
| Policy report via “Report this review” | Seller or buyer | Etsy reviews and may remove content that breaks rules |
| Public seller reply | Seller | Shows context and resolution for future shoppers; original rating stays |
Step-By-Step: Handle A Rough Comment The Right Way
1) Read For Rule Breaks
Scan the wording. Policy violations include hate speech, threats, private data, spam, off-platform promos, IP misuse, and content about things you don’t control (like the postal carrier) rather than the product or service. Etsy lists these under its Buyer Policy and related rules. See section 4 on reviews in Buyer Policy.
2) Collect Simple Evidence
Grab the order number, timestamps, messages, tracking links, and photos. If the claim is off-topic or untrue, those items help the Trust & Safety team confirm it.
3) File The Report
On the review, pick Report this review and submit a short, neutral note that ties the text to a specific rule. Keep it to one clear reason.
4) Message The Buyer
Send a short note: acknowledge the issue, give a fix, and include any next steps (replacement, refund, size swap, care tips). Many buyers revise once a shop fixes the problem.
5) Add A Public Reply (If Needed)
Reply only after you’ve offered a solution in Messages. Be concise and polite. Avoid back-and-forth. This reply appears on your listing, so write it for the next shopper.
The 100-Day Window: Why Timing Matters
Buyers have 100 days from delivery or the estimated date to post or revise their rating and text. During that time they can change stars, rewrite the blurb, and update photos or video. Two important caveats: if a case is open, edits pause; and if you post a public response, the buyer’s edit option can lock, even if you later remove your reply—so resolve the issue in Messages before responding on the page.
Smart Order Of Operations
- Message to resolve.
- Confirm the fix shipped or refund processed.
- Ask politely whether the updated experience matches their expectations.
- Only then consider a brief public reply, mainly for future shoppers.
What Etsy May Remove: Policy Triggers
Not every harsh comment breaks a rule. Removal tends to apply where safety or integrity is at risk. Here’s a condensed view pulled from Etsy’s rule set.
| Category | Examples | Rule Source |
|---|---|---|
| Hate or slurs | Degrading language toward a protected group | Discrimination & Hateful Content |
| Harassment or threats | Direct intimidation, stalking, or threats | Harassment Policy |
| Off-topic or platform abuse | Promoting off-site payments; rant about the postal carrier | Buyer Policy (Reviews) |
| Private data | Posting emails, phone numbers, addresses | Buyer Policy (Reviews) |
| Spam or ads | Unsolicited promos, donation asks | Buyer Policy (Reviews) |
| IP claims | Copy-pasted brand assets; defamatory IP claims | Buyer Policy (Reviews) |
Write A Public Reply That Wins Back Trust
Shoppers scan your tone first. Keep it short and human. Own what you control, give one concrete fix, and invite the buyer back if they need more help. Avoid defensiveness. No accusations. No policy lectures.
Reply Template You Can Adapt
“Thanks for sharing this. We’re sorry the item didn’t match your expectation. We’ve sent a message with a replacement option and timing. If anything else would help, please reply to that thread—happy to sort it.”
When A Reply Is A Bad Idea
- When you haven’t contacted the buyer yet. Lead with a private solution.
- When emotions are hot. Wait until you can write in a calm voice.
- When the comment clearly breaks rules. Report first; save the reply for later.
Turn Service Into Upgrades That Prevent Low Stars
Most rough comments trace back to clarity gaps. Patch the root causes, and you cut the odds of repeats.
Before The Sale
- Set clear specs: sizes, materials, variants, and what’s included.
- Show scale: a photo with a ruler or a hand for size context.
- Set ship windows: real processing time; add buffer for made-to-order.
After The Sale
- Send a ship note with tracking and care tips.
- Offer fixes fast: replacement parts, reprints, or partial refunds where it makes sense.
- Invite a check-in once the parcel lands.
What To Do When A Comment Feels Wrong But Legal
Plenty of tough comments don’t cross policy lines. In those cases, the goal is to show how you handle bumps.
- Reply with receipts: reference the replacement, delivery scan, or custom proof sent—without dumping private data.
- Offer a next step: a remake, discount on a redo, or a quick fix part.
- Update the listing: add a sizing photo, a clearer finish description, or a processing-time note.
Common Edge Cases And How To Navigate Them
Shipper-Only Complaints
Comments about the carrier rather than the item are out of scope for reviews. Flag those through the report link and include tracking screenshots. Etsy lists off-topic content among review limits in the Buyer Policy.
Extortion Or Off-Platform Pressure
If a buyer demands a refund or free item in exchange for a better rating, save the message thread and report it. That mix of interference and review abuse is against the rules.
Private Data In A Comment
Doxxing triggers removal. Report it, and do not repeat the details in a public reply.
Timing Constraints And Locks
You can send a report up to 100 days after the estimated delivery date. Buyers can edit during that same window, but edits pause while a case is open. A public seller reply can lock the buyer’s ability to revise, even if you later delete your reply—so send the fix first in Messages, wait for resolution, then decide if a short reply helps future shoppers. These rules appear in Etsy’s Help articles for reporting and for leaving a review.
Mini Playbook You Can Save
Three Quick Checks
- Is it off-topic, hateful, threatening, doxxing, spam, or promoting off-site payments? Report.
- Is it a product miss you can fix? Message with a concrete remedy.
- Would a brief public reply reassure the next shopper? Post one after resolution.
Short Message Script
“Hi [Name], I just saw your comment. I’m sorry this missed the mark. I can send a replacement [date] or refund [amount]. Which do you prefer? I’ll make this easy.”
Public Reply Checklist
- Thank them for the note.
- State the fix you offered.
- Invite contact if they need anything else.
Why Cleaning Up Reviews Helps Beyond Stars
Clear replies and fast fixes convert readers who land on your listing from search. Shoppers care less about the odd low rating and more about how you handle it. A tidy thread shows that buying from your shop is low-risk and well supported.
Resources From Etsy
For the exact wording of the rules and removal criteria, see Etsy’s guides on reporting a review and the review section in the Buyer Policy. These pages outline the 100-day window, edit limits, and what counts as prohibited content. If you need broader context, Etsy’s negative review guide explains the platform’s stance and your in-product options.