How do I handle an unfair 1-star Etsy review on a Canva template?

Hi! I’d message the buyer first (privately) and hold off on a public reply for now—because once you post a public response on Etsy, the buyer usually can’t edit their review anymore, even if you later delete your response. Your best shot at getting that 1-star changed is friendly, solution-focused help in Messages.

Here’s the approach I’d take:

1) Message the buyer (best first move)

Keep it short, calm, and assume confusion (not blame). Your goal is to (a) get them into the template correctly and (b) give them an easy “win” so they’re willing to update the review.

You can send something like:

• “Hi [Name], I’m sorry you had trouble accessing the Canva template. You shouldn’t need to pay for Canva to open the template—most buyers use a free Canva account. If you tell me what step you got stuck on (or what message Canva showed), I’ll help you fix it right away.”
• “Also, if Canva is showing any ‘Pro’ items, I can swap those elements for free ones for you.”

If you did accidentally include any Pro fonts/elements, it’s usually better to own it quickly and offer a fix (or replacement file) rather than argue.

2) Decide if the review is actually removable (maybe, but don’t count on it)

Etsy will only remove reviews that violate their review policies. A “had to pay for Canva” complaint often won’t be removed because Etsy generally doesn’t judge who’s “right” in a product dispute. The one exception that sometimes applies: if the review is solely about a third party (like Canva) and not about your item/service. If the review is basically “Canva made me pay” with no commentary about you/your listing, you can report it—but go in expecting Etsy may still leave it up.

3) Only post a public reply if the buyer won’t engage

If they don’t respond (or won’t change it), then a public response can help future shoppers. Keep it neutral, no defensiveness, and don’t include private info.

Example public reply:
“Thanks for your feedback—sorry for the confusion. This is a Canva template and it’s designed to work with a free Canva account. If Canva ever prompts for an upgrade, it usually means a Pro element/font was clicked or the template wasn’t opened via the included access link. I’m happy to help—please message me and I’ll get you set up.”

4) Prevent this from happening again (quick Etsy listing tweaks)

To reduce more reviews like this, add a very clear note in your Etsy listing (and your PDF instructions) like:

• “Free Canva account required (you’ll need to log in).”
• “Canva Pro is not required unless you choose to use/keep Pro elements (marked with a crown).”
• A one-line “If you get a Pro prompt, message me—I’ll swap any Pro items for free alternatives.”

If you want, paste what the buyer wrote in the review (exact wording) and I’ll tell you whether it’s likely to qualify as “third-party only,” and I can rewrite your private message + public reply to fit your shop’s tone.