What should I do if an Etsy buyer says my bracelet bead broke after a few days?

Hi! I’d handle this like a quality issue first: thank her for telling you, ask for 1–2 clear photos (broken bead + full bracelet/closure), then offer a simple choice—either a free replacement/repair or a full refund—without making her jump through hoops. In most cases, a quick “photos + solution” keeps it fair for you and helps prevent a negative review.

A practical way to decide (and keep it calm):

• Ask for photos first (always): It helps you tell the difference between a cracked/shattered bead (material flaw, glass defect, weak bead hole) vs. obvious impact damage, and it gives you documentation in Etsy Messages if anything escalates.
• If it looks like normal-use failure (or you’re not sure): Offer a free replacement bracelet or a free repair. This usually feels “most fair” to the buyer and protects your shop reputation better than a partial refund.
• If she prefers not to wait / it’s a low-cost item: Offer a full refund instead of negotiating a partial refund. Partial refunds often leave buyers feeling shorted and can still lead to a bad review.

On the “should I require a return?” part: for a single bead shattering after a few days, I usually wouldn’t make a return mandatory unless (1) the bracelet is higher-priced, (2) you strongly suspect misuse, or (3) you need the piece back to diagnose a recurring supply issue. Returns add friction and can turn a small problem into a bigger one.

If you want a message you can send that’s firm but kind, try something like:
“Thanks so much for letting me know—I'm really sorry that happened. Could you send a couple photos of the broken bead and the full bracelet? As soon as I see it, I can offer you either a replacement bracelet or a refund—whichever you’d prefer.”

One more tip: after you resolve it, note the bead type/batch/supplier and consider stress-testing that style (especially if it’s glass, plated, or natural stone with pits). If you see it twice, it’s worth swapping materials or adding a short care note to the Etsy listing (like avoiding drops, water/chemicals, or over-stretching) so expectations are clear.