I've been working in ecom for a long time for major brands and have recently started my own ecom business. My BIGGEST take aways are simple: 1) Most people aren't out to "rake you" (operate from this perspective) 2) When there's an issue people are understanding as long as you are trying to provide a resolution (operate as if you are them, not a biz owner) 3) Always take care of the customer (always) 4) Most of your job as a biz owner is problem solving (get good at it)

Even with a handmade/handcrafted platform like Etsy, there is a lot of similarity and redundancy so customer service is pretty much everything.

For me losing out on a sale or shipping here/there to make someone happy is a biz expense. While it can be hard for a small store, and emotional, you also have to think big picture for long term success.

You can also make your decision based on which is more important to you: Refunding one sale/shipping charge -or- your store rating.

BUT, from my experience the more you fuss over small trivialities instead of taking care of issues (which is what customers want from a reputable store), you will always risk losing confidence and in turn your customers.