"If you don't give me a 50% refund, I'm leaving a 1-star review" is a message some of you may have received on Etsy.
Review extortion is not a rare incident on marketplaces like Etsy, and it seems to be happening more often in the last few years.
In this article, I'll let you know how to handle it professionally and walk you through everything you need to know to protect your shop and reputation.
Let's get started.
What Exactly is Etsy Review Extortion?
Simply put, review extortion is when a customer tries to use the threat of a negative review (or the promise of a positive one) to get something they aren't entitled to.
Think of it like someone holding your shop's reputation hostage to demand something extra – like a refund they don't deserve, a discount on a future purchase, or even a free item. It's unfair, and importantly, it's against Etsy's rules.
(Quick Clarification of Extortion vs. Shilling as sometimes even I get these two mixed up. Shilling is creating reviews that artificially boost a shop's reputation, like having a friend 'buy' the item and leave a 5 star without using the product. It's also against Etsy rules, but not the focus of this guide.)
What Does Etsy Say About Review Extortion?
Etsy is very clear on this: review extortion is prohibited.
Their policies state that customers cannot use reviews or the threat of reviews to manipulate sellers into giving them something beyond what was agreed upon in the original transaction.
It works both ways: Sellers also can't demand a positive review in exchange for something. Etsy wants the review system to be honest and reflect genuine experiences.
What IS and ISN'T Review Extortion
Sometimes it's tricky to tell if a customer is genuinely unhappy or trying to extort you. Let's break it down with examples:
This IS Likely Review Extortion:
- A customer receives their item (which matches the description) and messages you saying, "If you don't give me a 50% refund, I'm leaving a 1-star review."
- A customer demands a free replacement item, even though there's no fault with the original, threatening a negative review if you refuse.
- Someone messages you after receiving their order saying, "Give me a discount code for my next purchase, and I'll leave you 5 stars." (This is manipulating the review for gain).
- A customer claims an item never arrived (when tracking shows delivered) and says they'll remove their 1-star review only if you send another one for free.
This ISN'T Typically Review Extortion:
- A customer receives a damaged item and messages you saying, "My item arrived broken. Can I get a replacement or a refund? If not, I'll have to leave a review reflecting this." (This is stating a consequence of a genuine issue, not extortion).
- A customer is unhappy with the product quality (even if you disagree) and leaves a 1-star review explaining why, without contacting you first or demanding anything. (This is just negative feedback).
- A customer messages you with a problem, you discuss solutions, but you can't reach an agreement. They then leave a negative review detailing their experience. (This is usually considered an expression of dissatisfaction after a failed resolution attempt).
- A customer messages asking for help with using a digital download and mentions they're holding off on reviewing until they can get it working. (This is usually a request for customer service, not a threat).
The key difference is the threat or manipulation tied to getting something undeserved.
What To Do If A Customer Try To Extort You
- Stay Calm & Professional: Don't panic or get angry in your replies. Keep your cool.
- Communicate ONLY Through Etsy Messages: This is crucial! Etsy needs a record of the conversation to investigate. Don't take the conversation to email or social media, even if the customer requests it.
- Don't Give In (Usually): Don't agree to demands you feel are extortionate just to avoid a bad review. It can encourage bad behaviour.
- State Your Policies Clearly & Politely: Refer back to your shop policies (refunds, exchanges, etc.) if relevant. Reiterate the facts calmly.
- Report it to Etsy: This is the most important step! Contact Etsy Support. Explain the situation clearly and point them to the relevant messages. They can review the conversation and take action, which might include removing an unfair review if it violates their extortion policies. You can usually find the 'Contact Us' or 'Help' section on Etsy's site.
Review Extortion Report Message Template
Dear Etsy Support,
I am writing to report a potential case of review extortion concerning Order #[Your Order Number] placed by customer: [customer's Username].
The customer contacted me via Etsy Messages on [Date(s) of messages] regarding this order. In their message(s), the customer stated [Briefly summarise the demand, e.g., "they would leave a negative review unless I provided a full refund," or "they offered a positive review only if I sent a free item"].
Specifically, they wrote: "[Quote the exact sentence(s) from the customer's message that constitutes the threat or manipulation. Be precise. If multiple messages, list them briefly.]"
This appears to violate Etsy's policy prohibiting review extortion, as the customer is using the threat of a negative review (or promise of a positive one) to demand something they are not entitled to according to the original transaction and my shop policies.
I have communicated solely through Etsy Messages and have not agreed to the customer's demands.
Could you please review the Etsy Message thread between myself ([Your Shop Name]) and [customer's Username] regarding Order #[Your Order Number] and take appropriate action based on Etsy's policies?
Thank you for your time and assistance.
Getting Genuine Positive Reviews to Build Resilience
While dealing with extortion is about specific incidents, having a strong history of genuine positive reviews helps your shop overall. Think of it as a buffer to the few bad customers whose minds can't be changed no matter how hard you try.
When potential customers see lots of authentic positive feedback, one unfair negative review (whether from failed extortion or just a difficult situation) has less impact. This positive history comes naturally from:
- Excellent Products: Delivering quality items that match your descriptions.
- Top-Notch Customer Service: Being helpful, responsive, and professional.
Here's a guide on how to get more 5-star reviews for your shop to build a buffer (and of course, rank higher on Etsy search algorithm).
Preventing Negative Situations in General
While you can't always prevent difficult customers or extortion attempts, you can minimise potential issues:
- Accurate Photos & Descriptions: Make sure customers know exactly what they're getting. Leave no room for misinterpretation.
- Clear Shop Policies: Have easy-to-understand policies for shipping, returns, exchanges, and cancellations visible on your shop.
- Good Communication: Respond to messages promptly and politely, even the difficult ones.
- Manage Expectations: Be realistic about shipping times, product limitations (especially for digital items), etc.
What's Next
Review extortion can feel scary especially from all the horror stories we hear online, but remember you're not alone and you have ways to deal with it professionally. Etsy has policies specifically designed to protect sellers from this kind of manipulation. By staying calm, knowing the rules, keeping communication on Etsy, and reporting review extortion, you can handle these situations effectively.
