I'm pulling my store after 3 great years. I just had the worst buyer experience, Etsy has overturned my policies, and is confusing and upsetting the buyer.
Do not offer custom orders, there are no non refundable policies, only no returns sort of
Do not offer payment plans, there are no non refundable deposits and those paying late are so inexperienced at ordering they can't comprehend how this effects their deadlines
Do not give overt time and personal attention during customer service, Etsy does not factor it into disputes.
Sad that according to these disgruntled buyers, they are running into shady sellers. Sellers are running into shady buyers. It's neither fun for clients, nor worth it for sellers anymore. Let Etsy turn into a buyers direct version of Alibaba.com